It’s no secret that peak season offers brands a huge opportunity to increase sales and maximize revenue. But this year more than ever, companies want to keep the customers they attract during peak season. The companies that can pull this off will reap significant rewards. Harvard Business School found that increasing customer retention rates by just 5% increases profits from 25% to 95%. So how can brands achieve this? According to Microsoft, 96% of consumers worldwide say that customer service is an important factor in whether they’re loyal to a brand. So, to keep customers coming back after peak season, brands need to uphold the same high standard of customer service on their busiest days. But peak season can cause a huge strain on support staff. To combat this, a growing number of retailers have reinforced their support teams with new customer experience technology.
Strengthen your customer service team
Brands recognize omnichannel support is a solution to the overwhelming influx of customer inquiries. Using digital communication channels can take the strain off customer teams in-house. And the benefits don’t end there. Adobe reports that companies with the strongest omnichannel customer engagement strategies see on average 10% growth YoY, a 10% increase in average order value and a 25% increase in close rates. So, what does this new technology do, and what problems can it solve for retailers?
To reduce customer service inquiries during peak season, retailers should first remove the need for it. By communicating proactively with customers from pre-dispatch to delivery, retailers provide customers with all the information that they need. In effect, they answer the customer’s question before they have the chance to ask it.
Using post-sales communications technology, retailers can send bespoke, informative and branded messages to keep their customers informed. To do this successfully, brands should reflect on their own sales journey to identify milestones in which they need to communicate with their customers. They can use data to prioritize these milestones. At what stage in the customer journey do they receive the most calls? What are the calls relating to? What issues do their customers highlight the most? In understanding this, retailers can provide a communication workflow that better suits the needs of their customers.
Once your touch points have been planned, you should consider how to make them as informative as possible. Adding relevant, valuable detail to each email will improve your engagement rate and reduce customer service inquiries.
Order Status page
Sending an order confirmation is considered standard procedure for most retailers. But, are they taking advantage of this customer touch point? Instead of simply reviewing what the customer has ordered and when it will be delivered, why not add more detail?
An Order Status page is a customized landing page that provides customers with instant, real-time details about their order. Post-sales customer experience platforms offer Order Status pages as a fully branded and white-labelled integration into an online shop. Customers’ individual data is used for a highly personalized and relevant experience. This allows up-selling. This product is available in multiple languages and is integrated with Google Maps.
Using an Order Status page will help reduce your inbound call rate because it gives customers specific details about their order, its delivery and any real-time updates as they occur. Customers are confident that any changes will be communicated to them proactively via the Order Status page, so they do not feel the need to call in.
Leverage technology for the best service experience
To change how customers communicate, brands must first change how they do. Communicating proactively with customers and giving them the information that they need in advance will reduce inbound inquiry rates. Driving customers to self-service landing pages or social media support rather than calling in will take a huge strain off customer service teams. More than that, it will leave customers with a positive experience of your business. Customers will feel confident to reuse and recommend your service, again and again.