How To Ace Cyber Monday

Prepare your eCommerce Customer Service Team for the Holidays

Staff up!

Start thinking now about hiring temps to ensure they’re trained properly on product knowledge and engagement software. If resources are scarce and adding additional or temporary agent seats isn’t an option, look into the possibility of adding an FAQ bot to answer basic chat questions so that operators can focus on more complex inquiries.

Segment and target your visitors

Instead of attempting to chat to everyone on a website and overwhelming your agents, deploy your human resource where they deliver the most value. Consider targeting visitors based on their browsing or past purchase behavior. If you have a tiered loyalty program, your engagement platform should be able to identify this on the visitor, so you can make sure to prioritize your most important customers by offering them the opportunity to chat.