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TSL Blog

The ServiceLine Blog post is all about Talking and discussing about Customer Experience, Customer Support, Events and Technology driving delivery of exemplary customer service and support.

On Holiday? You or Your Business?

Everyone is looking forward to the coming holidays. What does this mean to Startups and SMEs with limited human resources and budget? As a start-up or SME entrepreneur, if you go on holiday, chances are high your business will follow you? Depending on the line of business you are in, the up-coming holiday may be peak or off-peak for instance if you are in food industry, accommodation, transport, delivery services, entertainment, beauty salon and spa, events organization and many others, this period would be peak and for those in education it would be off-peak. 

For those whom holidays translate to peak season and therefore anticipated high sales their major concern would be how best to place themselves strategically to:

  1. Appreciate existing customers by sending holiday wishes
  2. Identify new targeted customers and the products that they would need during this season
  3. Strategically market their products and services to these customers
  4. Efficiently and promptly serve these customers whenever they contact your business
  5. Appreciate the new customers and add them to you contacts database for after sales services

However, this becomes a daunting task because almost 50% of your support staff are looking forward to the holidays after a long burn-out and besides every other person is looking forward to the holidays within your small business including yourself. And chances are high that even if they never went on holiday, the number of orders, queries, deliveries will be more than they can support thus leaving customers disappointed - a very bad time to disappoint customers because if they don't buy from you during peak, they will not during off-peak and simply put, you will be out of business in no time.

Below are tips to help you and your business manage the "avalanche" of customers contacting your business during peak season such us the holidays:

  1. Advertise and Market – During the holidays, you don't want to keep silent with an offer, promotion or discount that you may have. This is the time to shout to your loudest voice by changing the IVR message in your office reception line, SMS blast messages, Facebook posts, Twitter flyers/e-Cards, email-newsletters etc.
  2. Automate order processing and delivery processes – Enable customers to have several contact points of placing orders with your business e.g. a customer should be able to place an order through the major contact points (website form, email, telephone, Facebook, twitter and SMS) and all these should be integrated to a central point of sale system.
  3. Outsource to avoid burning out your team – we all need help at one point or the other…it may be just a little help some of the time, all the way to a lot of help all the time. The engaging task of receiving and processing orders through the telephone call could be outsourced, data entry of these orders into the system and communicating delivery timeline to customers can be outsourced to ensure efficiency and consistent delivery of exemplary customer service delivery.
  4. Celebrate with existing customers – Appreciate you existing customers wishing them happy holidays while at the same time giving them offers and discounts. Several modes would be – a surprise message on your Facebook wall for the customer to see, an SMS message, a walk-in gift at a particular time etc. These simple actions go a long way to ensure customer retention while building customer loyalty.

Do not leave the chance to pass you by. Remember failing to plan is planning to fail.

As a holiday gift, we have a discounted support services that will give you Web-Chat, Facebook, Twitter, e-Mail and SMS Order processing @3,500 shillings monthly if you sign-up before 30th DEC 2015.

We shall make you not only enjoy your holiday, but make money as you enjoy your time with family and friends.

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Thursday, 22 October 2020
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About The ServiceLine

We are a Sales and Marketing Company with Customer Support Functions like Lead conversions, Tele-marketing, IVR Solutions, Inbound / Outbound Call Handling.