It’s important for retail and ecommerce brands to choose partners who can stay flexible during their busiest seasons. The key to success is to work closely together to understand goals and define what’s needed to execute during the most critical times.
Partners should be able to "keep their cool" during volume increases, whether it’s Back-to-School, a new movie release or the infamous holiday shopping season. One way to do this is to invest in the program space, ensuring there’s plenty of room for the team to grow. Here are some other ways to ensure you and your partner win during your peak seasons:
Everyone Plays a Role
Recruiting Teams need to source candidates with scaling programs in mind, while interviewing and hiring the best people to represent each specific partner. The role of the Workforce Management Teams is to be constantly evaluating trends in volume. Working with each client, they can use historical data and assess growth to set the Operations, Recruiting and Payroll Teams up for success. Operations Teams are focused on the day-to-day success of each program and need to concentrate on key KPIs even during the busiest seasons. They’re the ones keeping their eye on the prize, always knowing that making each interaction memorable and efficient impacts how everyone “wins”.
Similar to how retail brands prepare their stores, online teams need to ramp up during peak season volume spikes. Customer service teams need to be available 24/7 to cover overnight shoppers and the varying time zones of international customers.
Make It Easy for Customers
It’s important not to bury toll-free numbers or chat buttons deep into the shopping cart process. Instead, make it easy for customers to get in contact by clearly placing these buttons up on every page of the website, ensuring they can reach out at their convenience.
Using Interactive Voice Response (IVR) technology is also super beneficial in smoothing consumer demands during peak sales season. IVR is used to efficiently route calls and collect caller information in advance, reducing the average cost per call. This also provides an easy self-serve experience, reducing the number of callers that actually need to talk to a live person.
Also Read Case Study: White Glove Service
Brands used to be able to use just one customer service channel for support. However, consumers today expect to connect with brands on the platform of their choice. An omnichannel approach combining voice, live chat, email, social media, text, etc. ensures that brands are ready to help in every space that customers are in.
Don’t Forget About the Post-Sales Rush
Customer support after a busy season is just as critical as driving revenue prior to it. Gift card sales and end-of-season clearances also contribute to increases in post-holiday revenues. Retailers can use this opportunity to sell end-of-season stock to exceed their revenue targets. Customer inquiries also increase with questions around returns, shipping statuses and technical support. Fulfilling customer needs after the seasonal rush establishes brand loyalty while strengthening the probability of repeat purchases.
A successful peak season is defined by meeting or exceeding recruiting requirements, staying operationally awesome and hitting all core KPIs. A trusted partner that can do all of these things simultaneously ensures that brands can focus on their bigger priorities: budget and ROI.