Discussion: Ways you've improved supporting customers over the holidays ☃️

  • 16 November 2022
  • 1 reply
  • 61 views
amanda.rothbard
Rank
Userlevel 4
Badge +4

Hey everybody 👋

With the holiday season basically here, I wanted to start a discussion with this group to hear from community members on how you all support your customers over the holidays. 

My question is —

What are some ways that you’ve improved your customer support over the holidays? Whether it’s using a specific feature of Kustomer, or a process that works well for your team, we want to hear from you! 👇

1 reply

dbrady
Userlevel 2
Badge +1

Here are a few ways we’ve improved support over the Holidays:

  • Add seasonal hires to help with increased volume
  • Review shortcuts and determine any needed edits or additions 
  • Extend return/exchange window to 60 days (from 30)
  • Look at last year’s heat map to determine when there will be spikes in volume and staff accordingly
  • Staffing/scheduling: We have someone available 24/7 for time sensitive inquiries and escalations
  • Update FAQ section for self-service
  • Incentive your agents to increase their production/morale
  • Make sure to follow up on DSAT’s or low-rated interactions to try and retain customers
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