Although fall has only just settled across much of the U.S., you don’t have to look too far – commercials, store aisles or your social media feed – to know that the holidays are just around the corner. While this can be the most profitable time of year from many online businesses, it is likely also the most stressful. Therefore, now is a good time to set up automation as much as possible, including answers for commonly asked questions. We’ve compiled four frequently asked questions that you can use on your website, in your social media messengers chats and more.
- When is the last day I can order to ensure my package will arrive in time for the holidays?
This is perhaps one of the biggest questions that a customer will consider – even if they don’t ask it out loud. Whether they are planning ahead and beginning their shopping in early November (those overachievers!), or waiting until the last minute, providing a list of “order by” dates will not only save you and your customer service representatives from needing to repeat yourselves, but it will also squash any future complaints by customers who don’t receive their product on time. Place this information at the forefront of your website either in a pop-up banner or in a callout and re-share it often on your social media channels for continued views. You can check out the full closing dates of USPS here, along with FedEx and UPS.
- How frequently will you provide updates on the status of my shipment?
If you haven’t invested in an online store that provides email or text message updates on the status of an order, now is a good time to consider it. Customers are increasingly expecting minute-to-minute updates of their orders, especially if they are waiting on a gift for someone else. With some systems, like BigCommerce, you can easily customize what type of email your client receives once they have submitted an order, including if a product is out of stock. Automating this process keeps much of the guesswork off your plate, and satisfies a customer’s inquiry on the status of their order – sometimes before they even ask it.
- Do you offer holiday-themed packaging or labeling options?
This option is a nice, and cost-effective, way to build relationships with clients. Offering holiday-themed boxes, tape or tissue paper allows customers to send products as gifts directly to their recipients which A) Makes their lives easier and B) Puts you another step ahead of your competitors. Order supplies in bulk that can be used for a variety of holidays and can be reused in the new year such as silver and white snowflakes or gold and maroon stars. You can even offer two or three customized messages to make the gift more personal. Some ideas might include: Grateful for you this time of year! Wishing you a Happy New Year! Thinking of you this holiday season!
- What is your process for handling returns or exchanges during the holidays?
To give yourself peace of mind, and to account for the additional inventory that most delivery providers will be dealing with, you may want to consider extending the turnaround time for returns or exchanges. And if you haven’t provided returns or exchanges in the past, it might be a good time to consider if this is an “exceptional” period where you can hopefully attract new customers. Let your customers know this is a one-time-of-year deal so that they feel compelled to take advantage and try your product. Finally, ensure that this is language on your checkout page, as well as on your receipts to remind customers how returns and exchanges will be handled.
Now is the perfect time to “commit to the long-game” and show your customers how easy and worry-free it is to shop from your store. Whether they are first-time customers or not, having their contact information in your system one time is all it takes. So when the rush of the holidays is over, you will be able to check back in, see how their purchase went and even provide a discount or special offer for the next time they shop with your store. After all, Valentine’s Day, Mother’s Day and more will be here before you know it.
