It’s that time of year – Mariah Carey has been playing on loop since the 1st of November, our to-do list is finally winding down (or let’s be honest, we’re shuffling tasks into January), and the team is gearing up for some well-earned downtime with loved ones. But while we’re cozying up for the holidays, it’s crucial to keep our customers up to date about holiday closures, and how they can get help if they need it.
Even if we aren’t fully operational over the break, maintaining connection ensures our customers feel valued and supported during the festive period. With 80% of customers saying the experience a company provides is just as important as its products or services, it’s crucial we keep them informed. So how can we keep the holiday cheer alive, while keeping customers happy? Here are some festive tips and tricks:
1. Plan ahead
Just like Santa’s elves, we need to think ahead. Preparations for the holiday closure can start long before Christmas day. With 94% of consumers expressing frustration when businesses fail to communicate effectively, setting clear expectations for our customers about holiday hours, response times and reopening dates can go a long way. There are a few ways we can do this:
- Email signatures: Update email signatures a month before our break with holiday closure
- Out-of-hours messages: Pre-warn customers about changes with friendly, clear updates on phone lines and any chat system.
- Website updates: Make sure holiday closures are easy to find online, so no-one’s left guessing.
2. Automated communication
Like a holiday helper, smart automation can make sure our customers aren’t left hanging. Here’s how:
- Out-of-office emails. Leave cheerful out-of-office emails, with:
- Key information about holiday closure dates, and when customers can expect a response.
- Emergency contact details. Phone numbers or emails for urgent enquiries.
- Festive touch. Embrace the holiday spirit by leaving a warm, festive message. “Happy Holidays! We’re currently away recharging for the New Year, but will be back on [date]. If you need help, check out our [FAQ page/resource link]. See you in the New Year!”
- Out-of-hours phone messages. Record a cheerful message letting customers know about holiday closures, and when they’ll be back in action. A little clarity goes a long way in avoiding frustration! If customers can leave a voicemail, we need to let them know when they’ll hear back from us —setting expectations keeps everyone on the nice list.
- Chatbots. Add a festive note to our Chatbot reminding customers about the holiday opening times. It’s a handy way to handle customer queries while we’re off enjoying the season. Chatbots can tackle FAQs, basic queries, and even sprinkle in some holiday cheer!
Not sure what to include in your email or chatbot communications? Adexchange is here to help! We can craft clear, customer-friendly templates based on communication best practices, or record personalised audio for your phone lines. We make sure your holiday communications are clear and festive, keeping customers informed and engaged.
3. Offer self-help resources
Now’s the perfect time to update our website’s knowledge base. This is a great way for customers to find the answers they’re looking for, while we enjoy a well-deserved break. There are a few ways to do this:
- FAQs: Put together answers to most asked customer questions.
- Video walk-throughs: Show me, don’t tell me! Create quick, visual guides to show solutions in an easy-to-follow way. Viewers retain 95% of a message when watched on video, compared to 10% when reading it in a text.
- Help articles: Offer detailed step-by-step guidance to help customers find the answers they’re looking for, themselves.
Updating our knowledge base not only supports customers during the holiday break when agents aren’t available, but it also improves self-service year-round, freeing up agent time.
At Adexchange, we specialise in updating and optimising your knowledge base to elevate the customer experience. Additionally, we can create bespoke branded videos tailored to your business needs, helping you engage and support your customers, especially when your out of office is active.
4. Social media updates
Social media isn’t just for festive memes! It’s also a useful way of keeping our customers up to date.
- Holiday closure reminders: Use cheerful, festive-themed posts to keep customers informed of opening times and holiday closures.
- Pre-scheduled posts: Schedule some content to keep our feed active and engaging whilst we’re away.
- Respond to messages: If it’s possible, have someone monitor social platforms for urgent queries, or keep automated responses in place.
5. Empathy and festive spirit
A warm, heartfelt message can help make customers feel valued. Personal touches, such as festive messages, boost emotional loyalty. 62% of customers are more likely to buy again from brands that show genuine appreciation.
- Seasonal messages: Wish customers happy holidays in all communications – emails, voicemails and even on social media.
- Show appreciation: Let customers know they’re valued: “Wishing you and your loved ones a wonderful holiday season! Thank you for your support this year—we look forward to working with you in the new year!”
6. Offer special deals or incentives for the New Year
Who doesn’t love a good deal?! Especially to ease those January blues! Teasing post-holiday sales or special offers is a great way to keep our customers excited and engaged for our return. Share these in social media updates or include them in out-of-office messages to build anticipation and start the new year on a high note!
The holiday season is all about balance—taking time to recharge while ensuring our customers feel cared for. By planning ahead, using automated tools, and adding a festive touch to our communications, we can maintain a good relationship, and make sure we transition smoothly into the new year.
Here at Adexchange, we’re dedicated to enhancing the customer experience. Whether it’s overhauling knowledge bases, writing clear and consise, email templates, or creating bespoke videos and infographics, we’ve got you covered! Chat to us today, or check out our testimonials to see how we’ve helped businesses transform their customer interactions.
So, take your well-earned break, but don’t forget: Don’t leave your customers on ho-ho-hold!
