Ultimate Guide To CX

Welcome to the 21st episode of the Smasher - The DTC Guide. We are almost at a quarter of a century of this two-week newsletter. I appreciate you being here.

Get comfortable, we are going to explore the CX world. "What's CX?" CX is the abbreviation of Customer Experience. The experience you give your customer from the first touchpoint he/she has with your brand.

How a customer feels determines how long that customer will stay with your brand, and also how much he/she spends with you.

With the BFCM season fast approaching, it's time to ensure your Customer Experience is top-notch to capitalize on the high number of customers you will receive.

Let's start our adventure!

• Updating Your Customer Service Policies & SLAs

Always keep your Customer Service policies updated. Customer Service policies are a set of procedures and guidelines that the brand follows to interact with and support their customers. These determine how your brand interacts with its customers if they have a question, comment, suggestion, feedback, or even a problem they are facing when using your product.

SLAs, don't sweat over this abbreviation. SLAs refer to service level agreements about the level of service a customer expects from your brand. SLA tracks Service Desk performance against top objectives, thus, providing your brand with a huge opportunity to improve your customer's satisfaction.

A satisfied customer will come back again and again, and he/she will be a Superfan of your brand - recommending you to family and friends.

• Leverage Automation

Automating your Customer Service ensures that you have a quick response. It saves time, especially for answering the most asked question "Where is my order?", your team has more time to solve the most pressing issues.

You can have a Live Chat where AI answers the common FAQs that don't require an agent.

Finally, there is the rise of AI Agent - where AI becomes a team member of your Customer Service team. Gorgias offers an AI Agent solution. The key here is to give the AI Agent all the updated information, data, procedures, and every relevant thing that you would give when enrolling a real Agent.

Embrace AI, it is here to help us be better and more efficient.

• Forecast Ticket Volume

Use your records to forecast the expected ticket volume for this BFCM. This data-driven prediction will ensure you don't over-hire and your team is well equipped to handle the high number of customers.

Use your records to empower your Customer Service team.

• Proactive Communication

Be proactive when interacting with your customers. Whether it's on Call, email, SMS, Social Media, or even in your Store. Answer questions, reply to comments, listen to suggestions, listen to feedback, and solve the problem your customer is facing in the best way possible.

Communicate how delivery of the product will work. Give the customer the chance to track the progress of the product's delivery. If you deal with products that require an adult to receive them like alcoholic drinks, make your message clear.

An informed customer is a satisfied customer.

• Elevate Staff Morale

The BFCM period is a grueling period that can drain your team of its energy. Dealing with the many issues that arise exhausts a person. If your team is overwhelmed you can ask for reinforcement from other departments to reduce the workload.

Appreciate your team for their selfless effort of ensuring every customer gets the best service ever. Talk to them, send them an email/SMS of appreciation, or even a Thank You note.

Another way of showing appreciation is incentivizing your team with Gifts and Gift Cards.

That's All

That's all from me today. Hope you had an Exciting and Productive August.

Wish you more success next month.

See you in September.

Bye Bye!

P.S.

What is the best Customer Experience you have received?

Carpe Diem!