This article covers some tips to help you get ready for the holidays.
Communicating what will be expected of ambassadors in the run up to the holiday season and what percentage of admin staff absence can be accommodated at any one time will make sure everyone’s expectations are managed, including that of prospects. Below are some tips to help you plan ahead:
It's best practice to update your TAP Feed description to advise of delays over the holidays. For example, "During the holiday period (Date to Date), our dedicated team of ambassadors will be answering messages intermittently so please expect a slight delay in response. Do however leave your questions for them so that they can get back to you as soon as possible."
Ask your ambassadors whether they will be available to respond to messages. You can turn off unavailable ambassadors and if you want, build an ambassador "holiday roster" with those who will stay active on the page
We highly advize against switching off all ambassadors. If you are faced with a situation where you cannot ask any of your ambassadors to work over the holidays, please ensure you have at least one member of staff on there so that you don't lose out on engaging prospects, especially if this is during the conversion period for you.
- If your ambassadors do need to take time away from answering messages on the platform, they should be advised to send a message to prospects they're still in active chats with, which reads something like:
Hey, just to let you know, I'll be on holidays from [date range] so please just note it may take me a while to get back to you, but of course once I'm back I look forward to continuing speaking with you!
Take the opportunity to source some festive content from your ambassadors before they start their holidays through a content group!
Make sure your keyword blocking is turned on so keywords are not visible to chat participants until you review the conversation.
Organize a roster with a designated available admin for safeguarding purposes and share it with your ambassadors. Admins who won’t be available can turn off their email notifications.
As a reminder, our Customer Success team will take a little longer than usual to reply throughout the festive season but please don't hesitate to reach out via the support chat in the dashboard, or email us at firstname.lastname@example.org and someone will be with you as soon as they can.