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The Multi-Channel Customer Service Holiday Checklist

The Multi-Channel Customer Service Holiday Checklist

The holiday shopping season is in full swing. It’s important to make sure that you’re doing everything you can to provide your customers with a superior shopping experience. A big part of that equation is customer service. Unlike the Olden Days, when customers would be forced to patiently line up at a Customer Service desk to have questions answered and issues resolved, today’s shopper expects to be able to reach you whenever and however they see fit. That includes:

Through Your Website:  Does your website accurately reflect your location, hours of operation, phone number, and contact email? Your website remains one of the first places customers will go first for this vital information. Now is a good time to test your contact form – is it working, and who is responsible for monitoring and answering any messages who come in via your website?

On Social Media: Whether or not you think of Facebook, Twitter, Pinterest, Instagram and other social media sites as customer service channels, your customers do. Buyers may reach out to you in a number of ways, including using the social media platform’s messaging features, commenting on a post you’ve made (sometimes weeks or even months ago!), or by making their own postings and tagging your store in them. It’s important to monitor social media activity relevant to your company and make sure all comments are replied to promptly and professionally. Don’t forget to make sure that the location address, hours of operation, and other contact info on your social media profiles is accurate and up to date.

[Tweet “Having a written record regarding shopping snafus makes the customer feel more secure.”]

Via Email: Email is considered by many consumers to be the best, most reliable way to resolve a customer service issue. Having a written record regarding mistaken orders, late deliveries, and other shopping snafus makes the customer feel more secure: they have proof they’re doing their part to resolve whatever issue has come up.  Make sure someone is monitoring your company email and responding to all queries promptly and professionally. It’s a good idea to test the system periodically – you want to make sure messages aren’t being lost.

On the Phone: Believe it or not, there are still people out there who will pick up the phone and make a call when they want to know something about your business’ offerings. Is your team prepared to field these calls? Everyone who is  in the position of answering the phone should know basic customer service information, such as hours of operation, as well as know how to get accurate information regarding whether or not an item’s still in stock, pricing, and so on.

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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