/ Is your webshop ready for the rush? 5 tips!
Alexander Wijninga
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4 min
Black Friday is around the corner again, and it brings the usual webshop rush with it. Research shows that over 50% of Dutch consumers use Black Friday as a moment to buy. In 2017 that was only 1 in 7 Dutch consumers. It is therefore predicted that virtually every retailer will take part in Black Friday in 2021. As a webshop owner you cannot afford to be left behind! To make the most of this webshop rush, we understand that you want to handle your customer questions as quickly and efficiently as possible. Is your webshop ready for Black Friday? In this blog we share 5 tips that will let you do nothing but peak during the rush!
In busy periods especially, the chance of something going wrong with an order is greater. And, in all honesty: there is nothing more objectionable than a customer having to tell their story over and over again, is there? That costs time and money, and creates a high level of irritation. A personal service lets you take away the customer's irritation faster, and means you no longer have to ask a question such as: “What is your address?”
There are various systems in which you can keep your customer profiles. This can even be automated, so it costs you no extra time. Through customer profiles you can see straight away what your customer's conversation history is, and pick the conversation up again from there. Want to know more? Read this blog!
Busy days such as Valentine's Day can influence consumer buying behaviour. Careful Tim, for example, may not have planned to buy that new pair of headphones for his girlfriend at all, but it is rather handy that she has a pair when he is in online meetings at home all day. So keep a close eye on your statistics, so that you know exactly where the peak moments are and can respond to them.
Keep a close eye on the statistics of the various channels you can be found on. Where do your customers come from? How long do they take over an order? What questions do they have? That peak before Valentine's Day can either give your sales an enormous boost, or produce more customers who drop out under time pressure because you are hard to reach. Make sure you have a good view of the customer journey on busy days, and respond to it with your customer service. Put extra staff on at those moments, or make sure a chatbot can help you at the busiest times.
Email, phone, chatting via Facebook or WhatsApp: every customer has their own preference when it comes to getting in touch. On top of that, the consumer has become used to reaching a member of staff within two clicks. Spoilt? Maybe a little. But we understand why you want to be available on different channels.
Have you heard of the term ‘omnichannel communication’? It means bundling all your communication channels into one overview by using a dedicated platform. That way you do not have to keep switching channels, and you can answer all your customer questions in chronological order. Fast and efficient. You will never overlook a conversation again.
What we often see with our customers is that 75% of all customer questions coming into webshops are frequently asked questions. Think for example of: “What is the delivery time?” or “How do I return my parcel?”. Largely copy-and-paste work, but if your webshop is working overtime in the busy run-up to December, this is the last thing you want to spend your time on.
A digital colleague can easily help you with that. Do you know Floor, for example, Lab21's digital colleague? The flooring company discovered that 90% of the questions they received were frequently asked questions that could be answered quickly. Thanks to their new digital colleague they save 60 hours a month and over 450 conversations are automated monthly. Floor catches the frequently asked questions, so that only the complex issues land with customer service. On top of that, the customer gets an answer at lightning speed. And, in all honesty, when everything sells out at speed before Valentine's Day, waiting for customer service is the last thing you want, isn't it?
Questions about an order status can be answered with a chatbot too. With the right integration, a digital colleague can also answer questions such as: ‘Where has my parcel got to?’
By means of a dedicated integration between your chatbot and the system you work with. The chatbot then requests the necessary information itself and can answer the question automatically. That way the customer never has to wait long, and you lose no time digging through data.
It is to be expected that the number of online orders will not decrease any time soon. Make sure your customer service can grow just as fast as your webshop. Watermelon offers a platform on which you can apply omnichannel communication, acquire a digital colleague, view statistics and respond easily to the rush that lies in wait. That way your customer has an answer at lightning speed, precisely at the peak moments.
Try it yourself and create a free account!
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