Holiday advice from the pros

When it comes down to it, the best advice comes from those who know exactly what it’s like to be in the trenches—answering customer after customer, keeping track of orders, and ensuring details don’t get lost in the mix.

During the holiday season, the weight of customer expectations rests on the CX team’s shoulders. To support you through this peak season, we asked seasoned agents and leaders for their advice on boosting efficiency without compromising the quality customers expect.

Here’s what they had to say:

• "Prepare early and use the learnings from past peak seasons to inform your future strategies."
• "It's important to have great self-service tools available for your customers, like self-service returns and lost/stolen package claims, as well as a Help Center that can answer all of their questions. At the same time, be able to provide quick and efficient responses for customers who prefer to reach out via phone or email."
• “Have full knowledge of your products, since it is a fundamental basis for understanding the needs of your customers. In this way, you can improve service and solve all their concerns."
• "Improve on quality constantly."
• "Be authentic."
• "Build out Help Center articles and AI agents to help with first response time."
• “Let automation handle basic and frequently asked inquiries and allocate more resources on more complex and important requests and inquiries."
• "Automate."
• "Have access to all information and thorough training."
• "Test your processes before busy seasons. Simulate a high-volume situation and use the reps that will actually be on the frontlines. 
• “Document all processes."
• "Increase manpower during busier sales periods."

These insights are here to equip you with real, tested strategies for handling the demands of the holiday season. By planning ahead, leveraging automation, and ensuring your team is fully prepared, you can face the busiest times of the year with confidence. 

Remember, you have the tools and the expertise to meet customer expectations and get through the season stronger than ever. You’ve got this!

Want to see what Gorgias can do for you? Book a demo now.