No matter how much you love Christmas, gift shopping is stressful. The lines, the crowds, the empty shelves… it’s a lot to take in. Thankfully the mulled wine, twinkling street lights, and carolers’ noise make it that little bit easier.
Online shopping is a breath of fresh air for a lot of people — it’s easy, smooth, and can be done from the comfort of our couches — but it lacks the Christmassy feel you get when shopping offline.
As an eCommerce business, injecting a bit of that festive charm into your customers’ online shopping experience can make a world of difference in their satisfaction and loyalty.
Keeping Online Customers Happy This Season
Here’s how to spread some digital holiday cheer:
Offer Unparalleled Customer Service
The holiday rush means more traffic to your site and inevitably, more questions. Prepare your customer service team to handle the influx. Ensure they’re providing consistent, professional, and personalized responses.
Consider integrating a chatbot to act as your 24/7 helper elf. This is especially valuable for those last-minute shoppers browsing for gifts in the wee hours.
Stay on top of your email accounts, contact forms, and social media channels so that you don’t miss any messages from potential customers.
Even after an order is placed, a simple follow-up email can go a long way. Check in to see if they are satisfied with their purchase or if they require any further assistance, and explain how to return or exchange items if they aren’t right. This personalized touch reinforces your commitment to customer satisfaction and encourages brand loyalty.
Thank Your Biggest Fans
Recognize and reward your loyal customers! A heartfelt Christmas card expressing gratitude for their continued support is a small gesture that goes a long way in building strong relationships. It can be a delightful surprise that strengthens their bond with your brand. After all, who doesn’t love receiving an unexpected Christmas card?
If a physical card isn’t feasible, consider sending a personalized email with an exclusive discount code. This thoughtful gesture allows them to treat themselves while they’re busy treating others.
Wrap Up Some Extra Joy With Thoughtful Packaging
We’ve talked before about sustainable packaging, and its importance is amplified during Christmas. The festive season sees a surge in waste, with an estimated 3 billion tons of extra packaging generated globally.
Make a conscious effort to use eco-friendly packaging without compromising on the festive spirit. Branded or aesthetically pleasing packaging takes the unboxing experience to another level and makes customers feel valued. In fact, studies show that 61% of online shoppers get more excited about receiving branded packaging, and 44% believe it adds value to the product.
Furthermore, 40% of customers develop a more positive brand perception when packaging feels gift-like, increasing the likelihood of repeat purchases.
Take it a step further by offering a “gift wrapping” option during checkout. This thoughtful feature allows customers to send gifts directly to recipients without the hassle of re-wrapping. You’re not only simplifying their lives but also minimizing waste.
Remember, first impressions matter. Nice packaging can leave a lasting positive impression.
Make Your Return Policy Super Clear
Unlike other times of the year, holiday purchases are often intended as gifts. This increases the chance of returns due to sizing issues, stylistic preferences, or simply not being the right fit for the recipient.
Make your holiday return policy prominent and easily accessible on your website. Clearly outline the process, deadlines, and any relevant conditions. Use ReturnGO to offer gift returns that the gift giver doesn’t ever have to know about. This thoughtful feature provides an extra layer of convenience and peace of mind for your customers during the holiday season.
Consider extending your return window throughout January to accommodate the post-holiday return rush. A transparent and customer-friendly return policy minimizes potential frustration and ensures a smoother experience for everyone.
Offer Self-Service Options
In the midst of the holiday frenzy, it’s crucial to provide customers with convenient self-service options. Create an FAQ page to answer common questions, offer automated order tracking, and enable customers to request returns and exchanges without contacting your customer service team.
Consider integrating tools like ReturnGO, which simplifies the return process, allowing customers to choose from various solutions without involving your team.
Happy Customers, Happy Holidays
So, there you have it. These are just a few ways of keeping your customers happy during the busiest time of the year. Remember, customers are more open to trying new brands during the holidays. By delivering exceptional service and spreading some digital cheer, you can turn first-time shoppers into loyal customers for years to come.
