Q4 – Customer Engagement
We’re back with our final Q4 tips from the Pilothouse team. This time we’re covering User Generated Content
🔥 Let’s jump in:
Create a guide: Put together a Q4-specific guide for your customer support team that addresses any questions or comments you know they may encounter during these crazy months.
Look back on last year: Revisit comments and messages you received in Q4 2020 and include them in your guide. History repeats itself!
Test your site: Have someone who’s never been on your site navigate it and make a purchase.
Have them provide feedback on how easy or confusing the experience is. It sounds basic, but you might be missing something obvious that’s taking a lot of time from the support team.
Clean the comments: Address any unanswered comments, hide anything you don’t want to appear, and pin key comments to the top of the feed.
Tracking: Key areas to keep an eye on during the madness. Make adjustments if needed.
- Current volume of tickets.
- Sentiment analysis.
- Trends in tickets.
- Average response time.
- Engagement rate.
Ask your team: Talk to your team and understand where the inefficiencies lie BEFORE things start to get crazy.
Thanks to the Pilothouse team for the tips!