Analysis of hotline data during the Christmas shopping frenzy

Christmas is one of the best times of the year for business. People shop and do not hesitate to spend even larger amounts of money. However, if you want to be successful this time around, you can’t expect customers to just come to you. You need to set the right strategy to make the most of the holidays. One way to do this is by analysing data from hotlines.

Infoline is the basis for customer satisfaction

Infoline is an essential service that no online shop should lack. It allows customers to get in touch with a member of staff who can help them with their selection, purchase, complaint or any other problem.

The more ways to connect, the better. That way, there’s something for everyone. The most popular forms of communication are currently telephone, email and online chat. You can then supplement this combination with social networks.

How to get the necessary data via the hotline?

To get relevant data through the hotline, the first thing you will need is professional staff. They will know what questions to ask customers and how to communicate with them properly.

Helpline staff must also be professionally trainedto know your offer in detail and be able to respond to your customers’ needs. This means that if they are interested in a sold-out product, the staff member will provide them with a similar or better replacement. Alternatively, he or she can inform the person when the product will be restocked.

In addition, staff also need to know how to record information in a clear and readable format. This is the only way it can be analysed later and used to optimise the sales strategy.

Analysis of data collected during the Christmas period

It’s a good idea to analyse the data you collect over the Christmas period in stages so that you can use the results to your advantage as soon as possible.

The analysis can be carried out directly by the hotline staff, who will already know the data. They will sort the individual information and create clear statistics about the buying behaviour of your customers, which products are most interested and, on the contrary, which products sell the least. They can compare the data with data from previous seasons, so you’ll know how you’re doing and whether you need to intervene.

Remember, however, that if you want staff to be able to deal with customers over Christmas and also do analysis for you, you need to add more staff to the helpline. This is the only way to get the best working results.

How to resolve the hotline?

The hotline staff who will communicate with customers and sort the data can be your own employees or call centre staff. Both alternatives have their advantages and disadvantages.

Own hotline

This is a great solution for larger companies that don’t mind the higher costs and greater time burden associated with recruiting employees, training them and a host of other tasks. Its main advantage is the fact that you have some freedom, for example, in who you employ or how the line will work.

Hotline solved via call centre

For small companies or companies that do not have extra time or finances, there is a call centre hotline available. This takes care of absolutely everything – recruitment, training, systems, levies, licences, HR costs, sick leave, etc. All you need to do is select the number of staff, choose the times the line will be online and pay one fee.The plus side of a call centre is that it also has many other customer service related services. These include order line, a comprehensive back office or help desk. It can also take care of other areas of your business.