December 1st is finally here! It is the beginning of a busy period for your customers and for you as well: those who did not anticipate their gifts during the month of November will be in a hurry, or even stressed, not to succeed in finding the perfect gifts for their loved ones.
Your virtual agent is there to help you and relieve you of the burden of answering repetitive questions, so that you can free up time to respond to your customers' specific requests!
In December, the issues of concern will change: they will focus more on restocking times, delivery times (before the 24th at night). Your virtual agent will be able to propose alternative solutions to your customers to get around potential late delivery issues like gift cards 🎁 .
This is when triggers are going to be able to play a decisive role in terms of speed and efficiency to meet specific and urgent expectations of your customers, here on the theme of Christmas gifts.
Depending on the page they are going to be on, the triggers can be different and adapted to the content of the page, that's why we advise you to customize them as much as possible, just like your widget (in the case of the holidays, your customers will always perceive positively a widget customized with Christmas colors, it shows the attxention you pay to details).
🎄 Customize your widget
Widget customization is a key point in the success of your virtual agent integration on your e-commerce site. It must be in your image, according to your vocabulary, your colors and your design. This is even more important during certain periods of the year, such as Christmas, Mother's Day, summer vacations, etc.
Adapt your widget and your virtual agent according to the seasonality of the year and the seasonality of your site. Consider changing your icon, image and welcome message.
🎄On your homepage
On common pages that are not about a gift search, you can keep your classic home buttons for your virtual agent. However, we advise you to add a special button, "Gift Tip" for example, that you will position at the top of your home button list, so that it is visible first by your customers.
Show them that you are able to answer their questions, while keeping the festive spirit of Christmas.
🎄On your Categories pages
Your customers are starting to refine their searches on category pages, so this is the perfect time to offer them specific products with a gift tip trail in your widget.
Your virtual agent could be very useful to showcase your current promotions. This can be done in different ways, either with your gift tip path proposed just before, or with a specific promotions path, which can lead to :
- Products on sale
- Pages of products on sale
- A list of possible promotions
In the same way, it is always interesting for you and your customers to recommend products/gifts, which is why you can automate a specific product recommendation path.
If you have a Live Chat and your teams are ready to receive customer requests, don't hesitate to add a "Get Personalized Advice" button that links to customer service. This is the best way to convert a customer who is in doubt.
🎄On specific product pages
We strongly recommend putting your virtual agent on specific product pages so that he can accompany, convince and especially reassure your customers before placing the product in the cart, especially by quickly answering questions about delivery times/fees, returning an order in case of problems or dissatisfaction, or current promotions.
In order to make them want to buy, you can set up a more visual trigger: with an image or a video. This will show how to use the product in question, what it looks like in its real use, etc... All means are good for your customers to project themselves!
Make a selection of the products you want to highlight in this period, according to your sales objectives, your products on promotion, your new products, your stocks, etc... This will allow you to give a very personalized advice to the customer while answering his questions when he opens the widget.
🎄 Gift Cards
What better way for a last minute gift than to invest in a gift card? If you offer them, we invite you to put them forward from the beginning of December in order to convert potential visitors.
🎄On the Shopping Cart / Checkout pages
The key pages are also the ones on which your customers validate their purchases. It is therefore essential that your virtual agent is present there so that he can convince your customers if they still had some hesitations. Once again, he will be able to answer questions related to
How to activate a promotion
The return procedure
🎁 What about the after-sales part?
To conclude, we will address the after-sales part, whether it is for the November period or the December one: Christmas.
Your customers will ask you about a number of requests:
Return or exchange
Missing or broken product
Use of a product or loyalty points
Cancelling a subscription
Not only will you be dealing with your regular customers, but you will also have to deal with requests from new consumers who have received a gift from one of your customers. That's why it's very important to have clear procedures and terms that everyone can understand.
By automating as much as possible the recurring questions of the post-sales period related to the holiday season, you can save considerable time.
Moreover, your customer service teams will have to be well prepared to handle the influx of requests. If you have a live chat and/or ticket generation support, remember to check that the redirection to it is clear and that it works properly.
If you are in a moment of too much influx, do not hesitate to cut the Live Chat or limit the redirection to very specific topics. This will allow you to better manage peak demand.
Finally, here are some tips to be at the top of the customer support game:
- Do a learning tour to identify new topics that can be automated
- Check that current answers are up to date
- Look at your data to identify the most used paths and how to optimize them