With the upcoming holiday season comes the boosted consumer habits. The good news is, the more you know about your consumers trends and habits, the better you can set up your support for ultimate success.
The best way to go about this is to first learn more about your customers. How do they usually contact you? What concerns do they usually have? If you’re not sure, the top reasons why customers call in during holiday season usually include shopping for presents, returns, delivery status, billing, cancellation, product advice, and account updates. This is important to know because not only are you preparing yourself to answer questions that hit you from left and right, but you’re also able to prepare the right communication channels to meet your customers.
The phone is undoubtedly still the most preferred way among customers, but a few other popular tools include website chat, email, knowledge base, mobile app, reviews, and social media. Make sure you staff the different channels your customers prefer so that you’re able to offer multiple customer service options. But one thing that doesn’t just belong to the holiday season is impatience with long wait times. We don’t like to wait in line and stores, for a call back, and customers ultimately expect you to respond within 24 hours by email. But with a great support system set in place, you can make sure to meet incoming questions while also saving time to focus on the more complex errands.
We’re here to help!
So now that we’re in good time for the upcoming season, we want to remind you of our great tools to make sure you stay on your best support game. Not only do customers not want to wait around for help, but maybe you need to make changes in your telephony that you don’t have the time to wait for. We developed our self-service portal MySoluno so that administrators are able to stay in control of their telephony solution and manage the most reoccurring errands. Maybe you have a planned holiday coming up, or maybe you want to record a new voice message when you’re not around. You can easily do all of this in MySoluno in a super intuitive interface. In addition, you can also create a whole funnel system through answering groups, so you remain staffed and no questions fall behind.
Another good way to better handle the increased customer demands is with a good knowledge base. At Soluno we are constantly working on our Helpcenter that lifts reoccurring questions or concerns. All to make sure everyone has the information they need to be able to solve any situations and changes themselves. Did you know that we also have guides and information on how to change you opening hours on your pbx here? (Yes it’s a hint)
If you have any questions about how to manage your support during holiday season, you can of course also reach out to our support and we’ll gladly help you out!