How to Create a Holly Jolly Customer Service Experience

CallJoy makes it easy for small businesses to provide a positive phone experience for customers and ultimately increase holiday sales.

With the holiday shopping season right around the corner, you’re probably busy prepping for seasonal promotions and stocking up on your most popular items prior to Small Business Saturday. Sales are expected to top last year’s numbers, and consumers are likely to start shopping early for everything from big ticket items to stocking stuffers. Get ready to help your customers deck those halls, hang that mistletoe and trim those trees!

Competition will be at an all-time high as small businesses of all kinds step up their marketing tactics this holiday season, so it’s important to create a lasting impression. Here are three tips for maximizing your efforts in-store, online and when helping customers over the phone.

Offer a welcoming in-store environment

Some shoppers will be visiting your store with a specific item in mind, while others are “just looking.” Making customers feel comfortable in your space is the first step in turning browsing into buying. Most retail stores use a grid, loop or diagonal floor plan, but if you own a small boutique, you may be able to get away with something more creative and free flowing. Another important element in your shoppers’ in-store experience is music. 84% of U.S. shoppers say music improves their mood. Try this Spotify playlist to get your customers in the holiday spirit.

Promote your seasonal specials online

Consumers are searching online for "local" + "near me" a staggering 350 times more than they were 10 years ago, making your digital presence a key factor in your success this holiday shopping season. In their searches, more than half of consumers have used Google My Business to find a business’s address or phone number, so be sure to keep your profile updated with holiday hours and any recurring seasonal events.

In addition, post regularly on social media with details about any new or restocked popular items, sale information and holiday promotions. Be sure to use photos of merchandise, your store fixtures and even happy shoppers, since social media posts containing images receive 2.3 times more engagement than those without.

Create a joyful experience over the phone

Because many consumers prefer to call local businesses, you are likely to see an increase in call volume between Thanksgiving and Christmas, so you’ll definitely want enough elves on-hand to answer incoming calls. CallJoy’s recording and transcription features can help you train holiday helpers on how to politely engage a customer and answer commonly asked questions.

You can also make note of frequently called about products and use that information to inform your ordering and communication strategies. Once you’ve stocked up on popular items, tell your customers about them in your custom CallJoy greeting. For example, “Thanks for calling Pretty Chic Boutique! Just in time for Black Friday, we’ve restocked our best-selling jean jackets.”

Click here to find more ways that CallJoy can help you give your customers a better shopping experience this holiday season.