Your personal sales assistant - Channel Talk: Optimizing for the long weekend
Cora • CX Manager, US Team
7month 3days
- Business Insights
Around-the-clock assistance during the holidays
Wouldn’t it be nice to have someone watching your store for you while you’re away on vacation?
⭐ Someone that can greet customers on your behalf and ensure customers aren’t sitting around waiting for help
⭐ Someone that can receive inquiries and provide answers
⭐ Or let customers know that you’ll get back to them as soon as the holidays are over
1. Greet customers as soon as they arrive at your online store
It’s precious to have someone who thinks about your brand and comes to visit your store during the holidays. Greet your customers by name like you would for an offline store!
How to do it
[Marketing] → [Campaign] → [+New campaign] → [Message via Channel Talk]
a little sweet greetings
or a large signage for customers
2. Have a smart representative at the front desk who collects customers’ information as well as handles simple inquiries while you are away
Customers always have questions - in many cases, different people repeatedly ask the same questions. Customers sometimes just need instant and informative answers to their curiosities.
Support Bot from Channel Talk will be there answering “frequently asked questions” and will collect customer contact information for later, in-person followups while you are away on vacation.
How to do it
[Support Bot] → [+ New Support Bot] → [Create new bot] → Select [Form]
❔ How to create a Support Bot → (click)User Guide
3. Send a secret promotion for those who visit during the holidays, but leave without purchasing
People enjoy window shopping. They come by, look around, and leave. It always happens in retail stores, and the same applies to online stores.
Just as offline businesses entice visitors to come back to their retail stores, how about sending a secret promotion message to only the customers who visit your online store during holidays? It could be a soft push or motivation(reason) to come back to your store and buy something!
How to do it
[Marketing] → [Campaign] → [+New campaign] → [Message via Channel Talk] → Set [Trigger event], [Delay], and [Additional event]
Send a promotion message after 2 days from when a customer visit your store
Filtering and sending manually when you want OTM
❔ How to set up a campaign or one-time message? (click)User Guide
Worry-free holidays with the most reliable assistant for your store
It is important to make sure that all notices you prepare for customers deliver correctly, to create a welcoming environment for your customers. Let’s have a reliable assistant handle these tasks so that your team can take a full break.
4. Channel lounge has a bulletin board for you to keep customers informed
When a customer has an inquiry and clicks the chat button, there’s a space where you can display information to show all customers who enter your store.
We recommend you use this space for letting customers know your holiday hours.
How to do it
[Channel Settings] → [Channel Profile] → [Profile Desription]
Put any simple information here for customers
5. Change your operation hours properly for the holiday schedule
Have you set your operational status to automatically open at 9am and close at 6pm on weekdays?
Adjust your operational hours to match your holidays. You can easily change your status settings before you head off on vacation.
How to do it
Choose one of these options depending on your work cycle.
If the holidays start on Thursday, and you are all back on Monday
If you've already started your vacation (don't forget to turn on Operational status and Automation)
6. Auto-reply to customers who leave messages while you are away
Even if you don't have an agent in front of a monitor, you can set up an automation rule to let your customers know that you’ve received their inquiries.
They'll be relieved to know that you'll take care of their issues after the holidays are over.
How to do it
You must set your Away status to [Enable chat] to use this automated reply.
When a customer starts a conversation while not in operation hours