How to keep your customers happy during the peak season

How to keep your customers happy during the peak season
Published on: Nov 5, 2020
Updated: Aug 19, 2022

Typically, the retailers that are most successful during peak season are those that start preparing early.
By planning ahead, everything can run as smoothly as possible, even on the most eventful shopping days of the year.
And if customers receive quality service during peak season, they are more likely to shop with you again.
But here's the thing: 87% of businesses now feel that traditional experiences no longer satisfy customers, reports Accenture.
That's why we've put together some tips for you to keep your customers happy during peak season.

Offer a self-service option 

Potential buyers and regular customers want to get answers to their questions quickly - and that's exactly what you should give them.
Best of all, even before customers even know what they want to ask. This way you reduce customer service requests, especially during peak season. Therefore, offering a self-service option is a quick way to satisfy customers.

How this works?
Through proactive and seamless communication during the shipping process. Through a dedicated Track and Trace page, customers can track the status of their order in real time and know exactly when the package will reach them. Using a tracking page helps reducethe number of shipping-related customer service requests by providing customers with specific details about their order, its delivery and any real-time updates as they happen.
Customers can be confident that all relevant information will be proactively communicated to them via the Track & Trace page, so they don't feel the need to call or email for information.

Proactively communicate

According to Microsoft, 96% of consumers worldwide say that customer service is an important factor in whether they are loyal to a brand. To make customers happier, retailers should rethink the way they communicate.

First, they should go beyond boring notifications during shipping and consider what the customer really wants to know. Think about when your buyers would benefit from relevant information. With this knowledge in mind, you should create a communication workflow that meets your customers' needs - from checkout, to shipping, to possible returns.
This way, the most emotional part of the customer journey becomes a positive shopping experience for the customer. By providing customers with all the important information, they will feel completely taken care of and valued.

Personal, individual & relevant

As a retailer, how can you exceed your customers' expectations in the 2020 peak season?
A good way is to make all communication personal and relevant. By providing highly personalised and targeted content, such as product recommendations or reviews, online shops can also retain their customers in the long term. By keeping their tone of voice and branding consistent, the content feels familiar and recognisable. Brands should consistently make their customers feel positive as well as valued. This will not only make customers happy, but also increase their loyalty. In addition, you can use the track and trace page and individual customer data to serve highly personalised and relevant content. This will help increase your sales and revenue - before, during and beyond the peak season.

Are you ready for the 2020 peak season?

In conclusion, it is crucial to keep customers informed of news at all times to keep them interested and happy. In the upcoming peak season, offering well-designed, personalised and proactive shipping communications will noticeably reduce your customer service enquiries and thus relieve your customer service team. Your customers will enjoy a simple delivery process and will be happy to shop in your online shop again in the future.
This is how you turn one-time, seasonal shoppers into long-term, repeat customers.

Would you like to know how you can improve your post-sales communication?
Then don't hesitate to contact us.

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Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

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