Black Friday, the holidays and the January sales: for many webshops these are the most important weeks of the year. They are also the weeks in which customer questions pile up. If you only sort out customer service once the inbox is already full, you are too late. With good preparation you keep control even in the busiest period.

1. Look back before you look ahead

Start with last year’s questions. Which topics came up most often? Where did the longest waiting times occur? On which days did it peak? Even without precise figures, a review with your team gives a lot of direction for this year’s planning.

2. Have the answers ready

In peak periods, a large share of questions revolve around the same topics: delivery times, tracking, discount codes, return periods and gifts. Update your knowledge base in advance with current information, such as different delivery times, extended return periods around the holidays and the terms of your promotions. That way nobody has to search at the busiest moment.

3. Communicate proactively

The best customer question is the one that never needs to be asked. Show delivery times and the last order date before the holidays clearly on your website and in your confirmation emails. Send a message yourself when there is a delay. That prevents a wave of “where is my parcel?” questions.

4. Plan your staffing

Decide in advance who is available when and how you will absorb extra demand. Think about evenings and weekends too: that is exactly when many consumers shop. Agree which channels take priority when it gets really busy.

5. Agree on permissions

Long handling times often arise because an agent has to wait for approval. So agree in advance what your team may resolve on its own, for example resending a lost parcel or a goodwill gesture for a delay.

6. Keep an eye on the marketplaces

Also selling via Bol.com, Amazon or other platforms? Then questions arrive there too, with each platform’s own expectations. Include those channels in your planning so they do not get snowed under.

7. Review afterwards

After the peak, note what went well and what could be better. Those insights are invaluable for next year, and often for your website and product information as well.

Temporary support

Can’t absorb the peak with your own team? Mijnsupportdesk offers temporary support with agents we train on your products and processes in advance. The sooner you get in touch, the better we can prepare. Book an introduction or give us a call.