Like many merchants, you already spent countless hours preparing your store, inventory, and operations for the holidays. But now that peak season is finally here, it’s worth taking a few more minutes to make sure your business is as prepared as possible for the upcoming boom in sales. To help you put the finishing touches on your peak season strategy, we’ve made a list (and checked it twice) that’s full of tips you can use to optimize your customer experience, reduce your support debt, and make it easier to retain revenue during the holiday rush.
Almost 9 out of 10 shoppers worry about getting an order in time for the holidays, which is why estimated delivery date (EDD) accuracy is more important during peak season than at any other point of the year. Setting expectations with visible EDDs not only boosts shopper confidence by letting your customers know when they can expect their package, but it also adds urgency at checkout increasing conversions in the process—this is especially true for last-minute shoppers.
When setting your estimated dates, be mindful of packing days, courier cut-off times, and fulfillment schedule changes to ensure the most accurate delivery timelines.
Delight your customers the moment they place an order with a branded experience. Create, schedule and deploy holiday-themed tracking pages and make customizations with ease (and without designers) using an image asset editor. Update assets across multiple locales with dynamic redirect URLs and save valuable time in the process.
Black Friday, Cyber Monday, and everything that follows on the calendar isn’t just busy for you—it’s busy for your customers too. If you want to give your customers the best experience possible, you’ve got to make it easy for them to check in on their order. Use proactive messaging (notifications) to keep customers as informed as possible while simultaneously personalizing their post-purchase experience.
Cover any potential communication gaps in the delivery or returns journeys "Carrier Delay" or "Return on Its Way" emails to reduce WISMO/WISMR inquiries by 50% or more.
Revenue and profit jump during the holidays—unfortunately, so do returns (by more than 10% on average). The good news is, you can turn returns into a positive that builds lifetime-value by making the returns process easy and convenient. Brands that provide free return shipping during the holidays convert 90% more sales.
Doing so will transform your return experience into a conversion tool that protects revenue and enhances profits long term.
Provide exceptional convenience when it comes to delivery and returns to convert more sales. Offering returns by mail is a start, but what about third-party drop off (e.g., at a Walgreens) or scheduled home pickup? Now, more than ever, consumers expect to see a variety of delivery and returns options.
As a final suggestion heading into the holidays, get real-time insight into your deliveries. Doing so will allow you to communicate more effectively with the customer, resolve last-minute carrier issues, and provide a more well-rounded shopping experience.