COVID-19 + Christmas = More Phone Calls this Holiday Season

 

Well, 2020 has certainly been a year like no other, so why should the holiday marketing season be any different?  Due to the global COVID-19 pandemic, there’s been a “HUGE” resurgence in serving customers over the phone, and that steady stream of contact is likely to increase right through the holiday shopping season.

It’s no coincidence businesses phones have been ringing off the hook during the crisis, so can you imagine what the holiday shopping season has in store for your inbound call volumes? They’re likely to explode! In fact, a CGS Inc survey showed the top channel for service in a crisis was over the phone – 51% of respondents prefer to speak with someone, while text, email, video conferencing, chat and social media only rated between 17% and 5%.

Sounding calm, organized, up-to-date and professional has never been more important. If you want to thrive during the holiday shopping season, below are our key services to communicating with customers and keeping the caller experience exceptional:

 

1. On Hold Messaging 

When you put callers on hold, do they hear about proactive changes and safety protocols you’ve introduced? Do you alert them to what’s happening over the upcoming holiday season? The time callers wait on hold is a golden opportunity to keep them informed, engaged and create a brand experience that is professional and impressive with custom branded on hold messaging.

 

 

2.Auto Attendant Welcome Greeting 

When calling a business these days hardly anyone expects to reach a live person first. We all know that we’re going to reach the telephone automated attendant menu first, and since this is the first impression callers will have, it’s important to get it right! Make sure it reflects your brand, communicates relevant, timely information, and puts your caller at ease.

 

 

3. After Hours 

If a caller calls after hours or when you’re closed for the holidays, what do they hear?  A professionally recorded announcement could invite them to leave a message or direct them to your website, and ensures they know exactly what’s happening even if you aren’t there to pick up the phone. Even after business hours a professional greeting can provide accurate and timely information to properly reflect your brand image.

 

 

Final Thoughts…

Leading up to the holiday marketing season, businesses are face with more challenges than ever before, plus the look and feel of the holiday’s this year will also be quite different this year too!

Take advantage of this resurgence in phone communication, and keep your callers informed, entertained, and up to date. Click here for a “risk-free” customized on hold demo and try before you buy!

And, that’s not the only customer engagement marketing services we can help you help you with – we’re also here to assist you with custom marketing videos,  social media video ads, tv commercials, radio commercials, podcast commercials, in-store messaging and more. Needless to say – the works!