Plan ahead

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If you want to revisit and revise your team processes before the rush hits, here are eight tips for enhancing your holiday customer service strategy and some ways Sprout can help along the way.

A data visualization where green boxes list out 8 tips to enhance your holiday customer service strategy. The tips are listed as follows: 1: plan ahead, 2: create holiday-specific FAQs, 3: staff up, 4: employ a system to tackle the highest priority customer inquiries, 5: tap into automation and AI, 6: give agents the context they need to succeed, 7: establish collaboration norms, 8: capture feedback and performance metrics.
1.
The holidays feel like they start earlier every year. If you’re not planning for the romania mobile database holiday surge—by organizing your team, prepping your media and solidifying influencer partnerships—you’re risking the chaos of last-minute adjustments.

Avoid the scramble of catching up in a busy season. Plan to ensure smooth sailing before the ‘season’s greetings’ decor goes up.

Consider the other milestones your agents should align with—think: key dates for holiday marketing, like Black Friday and Cyber Monday sales or the last shipping days for guaranteed holiday delivery, that may lead to a spike in messages.

Planning ahead can mean different things to different businesses. For your team, it may mean securing a budget to hire temporary holiday support staff to boost customer satisfaction (which we’ll get to.) Or creating a dedicated DACI model to align on social customer care. Or talking to the merchandising team about peak sale periods to prepare your agents.