The December holiday season is crucial for every e-commerce retailer as sales surge when everyone goes out shopping for Christmas presents. During this busy period, you need to stay alert to continue delivering the best customer service while handling a higher volume of orders and requests.
Several studies have shown that at least 90% of consumers use customer service
as a deciding factor to do business with a company, and they are willing to spend more when they can be assured of receiving a satisfactory experience.
To help you improve your customer service and keep the holiday spirit alive, we share some useful tips to help you meet your customers’ needs during this festive season.
1. Focus on response times
Customers today want answers to their queries as quickly as possible. When you are focused on keeping response times short, you can ensure that these online shoppers get the answers they need without having to wait. This will then encourage them to follow through with their purchases, and may also result in other benefits like positive reviews and upsell opportunities.
One way you can adopt to shorten response times is to communicate the goals and expectations to your support team. Establish the timeframes in which customer queries should be responded to, depending on the medium (live chat, email, etc.), and provide training to your team so they have the freedom and ability to resolve problems on their own. Assess your team’s performance regularly so you can make the necessary adjustments to your approach for better overall response times.
2. Provide self-service options
Give shoppers the power to find what they are looking for with self-service options to enhance the customer experience. They can look up accurate, up-to-date information on your website while also freeing up some time for your customer service team to handle commonly asked questions. Assess what questions shoppers often ask and put together a simple FAQ section that will be beneficial for them. Be sure to post links or display page footers that will direct them to helpful content.
For additional convenience, you can offer the option for self-pickup so shoppers can get items into their hands faster and according to their timeline. In light of Covid-19, set up the necessary safety procedures and ensure pickup is on an appointment basis so you can maintain safe distancing. Consider an extra warehouse for rent – our property at Tuas Vista has units suitable for B2 industrial operations, warehousing, showroom, storage and ancillary offices. With close proximity to Tuas checkpoint, this 6-storey industrial building is located at the next megaport in Singapore’s Master Plan with a new upcoming MRT station built nearby for easy accessibility. There are 2 units available for warehouse use at 50 sqft and 407 sqft with 3.5m ceiling height and 15kN/m2 floor loading capacity. You can also enjoy cheap workshop rental
within this property with a unit size at 3,821 sqft for $0.35 psf. Other amenities include in-house canteen, 3 loading bays, 2 cargo lifts, 24-hour access and season parking.
3. Automate where you can
Helpdesk software can be a great tool to help you label, sort and prioritise incoming messages for better efficiency and accuracy. As a centralised hub for customer messaging, you have access to time-saving message templates and smart auto-responders that will improve the speed and quality of your customer service.
For instance, saved replies can help your team provide quick and accurate support, while setting up an auto-reply email set expectations for patience and understanding from your customers. Overall, this will keep your customer service running smoothly amid busy times.
Sales are expected to rise during the holiday period – as such, you might need additional warehouse space for rent
to store your inventory to meet the increasing demand. Our property at 38 Ang Mo Kio offers units suitable for B1 warehouse and B2 clean industrial usage, located within 3 connected buildings with multiple storeys and a corporate frontage. This general B1 industrial building offers more than just its standard capabilities – there are also in-house products like self-storage, weekend marketplace and event hall rental. There is a feeder bus service right at the entrance to bring you to Ang Mo Kio MRT station, and more bus services are available as well a short walking distance away. Units range from 4,903 to 6,225 sqft – furnished with windows, 4.5m ceiling height and 2.5kN/m2 floor loading capacity. Our subsidiary, Work+Store is also available at the property to offer storage and processing units suitable for e-commerce, start-ups and small businesses. Other features include 3 cargo lifts, 4 passenger lifts, in-house canteen and season parking for cars & heavy vehicles.
Grab the chance to save more on your rental with our current promotion! Enjoy 50% off rent on selected properties, including offices and warehouses for rent when you sign up before 31 Dec 2020. Terms & conditions apply.