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2019 Holiday Shopping Predictions

Discover what shoppers want most this season.

 

Your Path to Holiday-Ready Customer Service

Get prepared to service shoppers during your strongest season yet. Whether it’s leveraging self-service to support more cases or empowering agents with a 360-degree view, here’s what to do to be proactive this holiday season.
 
 

June

 

Offer service in every channel.

Have agents manage cases across web, email, SMS, and social from a single interface.
 

July

 

Keep all agents in the know.

A digital knowledge base keeps agents current on new merchandise and processes.

Empower self-service.

Enable shoppers to find their own answers with easy-to-use portals.
 

August

 

Use chatbots to scale service.

Chatbots can field common inquiries, like your return policy or order status.

Practice social customer care.

Social listening tools help you catch customer complaints before they spread.

Create a back-in-stock journey.

Notify your customers when items are available again.
 

September

 

Automate agent onboarding.

Get seasonal hires trained quickly on systems and processes.

Eliminate complexity with automation.

Help seasonal agents navigate complex processes like returns and exchanges.
 

October

 

Optimize customer support.

Identify trending support issues that require your attention before Cyber Week.

Train to win on social.

Help agents respond effectively to shopper complaints on social channels.

Make communications easy.

Provide agents with customizable templates for on-brand, faster service.