The proverb “It is better to give than to receive” rings true especially during the holidays. Gift giving is fun, gift returning…not so much. For recipients, returns are a hassle (who wants to trek back to the store to unload that Billy Big-Mouth Bass?) For businesses, returns and exchanges are not just a logistical headache, they can also be costly and chaotic.
Fortunately, a simple hotline is all you need to ease the burden of post-holiday returns and exchanges. Automating information, interaction and reporting helps you stay on top of customer service demands even with a workforce that has scaled back to pre-seasonal help levels.
Here are a few ways to use a holiday hotline to save you time and money while keeping everyone’s spirits bright:
Offer answers to FAQs: Give customers answers to common questions without tying up your staff with phone duty. Customers can call to your hotline to learn about post-holiday store hours, return policies (e.g. must have a receipt present) or last acceptable date for returns. Once customers are on the line, connect them to the right person or department to complete the service experience.
Find stores by phone: If you have multiple locations, pair your hotline with a store finder can help customers quickly find the one nearest to them (which is especially useful if each location has different hours or return processing capabilities).
Create return reservations: Save your staff from overwhelming crowds and save your customers from endless lines by adding a reservation system to your hotline via IVR. Provide express service to customers who reserve a date and time to process their return.
Understand your returns: Left unchecked, returns–not to mention the overhead costs of processing them–can chip away at profits. A hotline linked to a customer survey can give insight into return and exchange trends and help you identify and address the chief reasons why merchandise comes back to the store.
Plan staffing needs:When customers call your hotline, track the call data from their surveys or menu choices to figure out how to most effectively staff your business. Shift employees to high-volume times of day or days of the week based on customer needs so that your business runs smoothly even during spikes.
Whether you print your hotline on customer receipts, informational cards or on your website, activate a holiday hotline today for a quick, cost-effective way to keep your customers happy and your business running smoothly.
