The holidays are upon us again: Black Friday, Cyber Monday and of course, Christmas. And this year is going to be a good one for retail, because the NRF (National Retail Federation) predicts this year will have the highest holiday retail sale on record. It is not surprising that every company wants to take advantage of the busiest time of the year. Besides generating more revenue, you also want to promote your brand positively and attract new customers. The peak season in retail is the ideal time for this and offers many opportunities for promoting your brand.
Live Chat can help your company to get the most out of the holiday season. Improve the quality of your customer service, and make sure you offer a positive customer experience to your (potential) customers. This is how you do it!
Keep It Personal
One of the main advantages of live chat is that it gives a personal touch to customers. This helps a lot when it comes to a memorable customer experience. You can control how personal you want to make it. For example, you can make sure that your live chat window reflects the personality of your brand as much as possible, such as in the name, photos, your company logo, colours, and the tone of voice you use in messages. This all makes customers feel at ease and creates a unique customer experience.
Furthermore, it’s often possible to send pre-written replies automatically. This can be very useful, like in our last point, but don’t do it too much. Customers usually want to feel that they are talking to a real person, so use some emotion and humour in chats with customers.
Live Chat has many useful features which can make customer contact a lot more efficient. For example, screenshare allows the chat operator to look at the customer’s screen to point them in the right direction. Sharing files such as screenshots, images, PDF files or videos also enables more interaction with the customer.
How you use these features can make a big difference. Instead of a short text answer, you can for example support your answer with an image, link or screenshot.
Multitasking All the Way
Working with chat offers the possibility of multitasking. As a customer service representative, you can answer several chats in the same amount of time as one phone call. In addition, chat is faster for the customer because it’s often answered within a minute, and chat operators can also answer a question via chat more quickly than via a telephone call. This way, as a company, you can talk to more customers, which is essential in these busy times.
Get Holiday Ready
And finally: prepare yourself well and get in the holiday spirit! Make sure you have a festive and personal greeting in the chat; in this period of time, it’s definitely something that sets you apart.
In addition, think about quick answers specifically for the holidays, so that you always have them fast at hand. Response time is very important in live chat. Think about the frequently asked questions that people will have in the coming period and prepare answers that can be used quickly, which saves time on typing.
Another advantage of live chat is that you can announce the latest discounts and promotions via the chat. Let your visitors know about upcoming sales that they can’t afford to miss. This is an upsell opportunity for your company, and at the same time you can increase the engagement on your website.
If you are interested in having these benefits of live chat for your website, take a look at what we can offer you and make the most out of the holidays!