Part 4 of our Peak Planning series covers how to best care and communicate to customers, how P2P, A FedEx Company does it and how you might adopt these methods before peak begins.
A key factor of ensuring you are equipped to deal with the peak period is your staff and capacity levels, increased online sales may require you to consider if temporary staff are needed. When doing this make sure you bring in new staff before the peak period hits as it will allow you to train new starters properly in turn preventing mistakes meaning a smoother customer journey.
Another element to consider is the increased stock you might need, with the peak period’s increased activity, it’s all too easy to run out of stock on a popular item, or conversely overstock for a promotion that doesn’t prove effective.
To prevent this, forecast well in advance, using your recent performance and sales metrics as a guide. Analysing your previous online retail sales and forecasting for the peak season will help minimise overstocking or understocking items. We support our online retailers when forecasting by using our own data to help predict increases more accurately. Finally, ensure your storage facilities are prepared to handle this greater volume.
With all the additional products you are sending out and visitors to your website, it’s important to think about the possibility of increased queries and implementing the best ways to allow your customers to contact you, in ways they are comfortable with. This can change depending on what country you sell the majority of your products in.
We spoke with our Client Experience Manager to gather top tips to help you prepare for Peak and understand how you could make your customers experiences easier and implement best practice in allowing them to communicate with you.