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How Are Your Customers Contacting You This Holiday Season?

How Are Your Customers Contacting You This Holiday Season?

Now that the holiday shopping season is in full swing, it’s important to pay attention to what channels your customers are using to talk to you. How does a shopper reach out when they want to know how late the store is open, or where you are located, or if you have anything that would be a good gift for a hard-to-buy-for person? They have several options:

  • In person
  • Calling
  • Texting
  • Social Media
  • Website

As a business owner, it’s important to know what channels customers are using, and what they’re using each channel for. A shopper may check social media find out store hours but want to talk to someone face to face about placing a special order; the customer who made a purchase on your website may call the store to inquire about returns.

Websites, social media and texting analytics make it easier to understand exactly how busy those channels are; you may need to delve deeper into the data to identify topics of conversation and how frequently those conversations occur. Those of you who are using chatbots have a rich additional source of data.  Tracking the number and nature of in person and phone call communications from your customer can require a little more effort, but it is information you want to have.  Documenting even a day or two’s worth of customer behavior will provide objective information that may or may not line up with what your assumptions about these channels are.

Monitoring what channels your customers are using to contact you makes it easier to determine how you need to deploy your staff’s time.  It takes time to answer text messages and respond to social media postings; that’s part the reason why businesses are using chatbots to answer common basic questions.

[Tweet “Millennials are widely reported to prefer text and email to phone calls.”]

You can also learn something about your customers and the way they use technology from their choice of communication channels. Millennials are widely reported to prefer text and email to phone calls; a Baby Boomer may reach out to you on Facebook – or, if they’re really pleased or upset – write you a letter.

Collect data throughout the holiday shopping season. Once January arrives, you can review it and use the insights you collect to help make communication decisions for the upcoming year, to provide the level of service you want to give your customers in the most cost-effective way.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office