Last Updated on November 18, 2024 by Holland Rocha
It’s official, Amazon’s October Prime Day sale, Prime Big Deal Days, is happening on October 8th and 9th. This two-day mega sale is exclusive to Prime members, offering 48 hours of discounts on a wide range of products, including tech, home essentials, and more, as holiday shopping kicks off early.
For retailers, this event is an opportunity to boost sales, but it also comes with a flood of customer questions. Managing these inquiries efficiently can be challenging, but Re:amaze simplifies the process by integrating your Amazon inbox through ChannelReply. This integration lets your Amazon messages flow directly into Re:amaze, so you can handle customer questions from one centralized inbox.
Here are some key ways to prepare your customer support system for Prime Big Deal Days:
Use Automation & Response Templates
During Prime Day, many customer questions will revolve around the same topics. Anticipate these queries and make sure your FAQ responses are up-to-date.
- Discounts: Expect many questions regarding Prime Day-specific discounts. Draft responses with your team with clear explanations of your pricing, so your team can quickly address these concerns.
- Return and Exchange Policies: Prime Day often leads to an influx of orders, so it’s a good idea to clarify your return policies before the event. Make these policies easily to find and make sure your team can communicate them effectively.
- Use Chatbots for Common Queries: Chatbots can handle repetitive customer queries, such as tracking orders or answering questions about Prime Day promotions. This frees up your agents to deal with more complex issues while ensuring that customers receive timely responses.
Increase Staff & Set Customer Expectations
- Add Extra Support Staff: With the increased order volume, it’s important to have additional support team members available during Prime Day. If possible, plan for extra agents or extended hours to meet demand during and after the sale.
- Set Clear Expectations: Communicate your support availability with customers using our availability tools:
- Staff Busy Message: This is an automated, in-chat message to update customers on your team’s availability. This “Staff Busy” message will appear in your Chat Widget when all online agents have reached their maximum chat limit (set by you).
- Office Hours: Having Office Hours will allow you to set expectations for when your team is offline, as well as when customers might expect to hear back from you.