Consumers reach out on social during every step of their shopping journey

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A chart displaying preferred ways to contact brands during the east timor business email list holiday season, with direct messaging leading at 70%, followed by post comments at 39%, tagging a brand publicly at 30%, and story replies at 22%.
Having visibility and access to social is crucial for delivering strong customer service. If customer care teams are only reviewing and responding to email, phone and web form requests, they’re not getting the full picture of holiday-time customer service needs.

From inquiring about restocks to posting reviews, customers engage with social media at every stage of their shopping journey.

Social media content sways purchasing decisions for 89% of consumers—promo codes make the biggest impact, followed by content from regular social media users.

And when it comes to contacting brands, consumers do have network preferences. Facebook, Instagram and TikTok are the top three platforms consumers expect to use to contact brands during the holiday season. All the more reason your team needs access and, if necessary, training on engaging through these channels.

Remember: A stellar holiday customer service strategy doesn’t just resolve issues—it can turn casual shoppers into loyal customers and enthusiastic advocates. At the same time, a strategy that doesn’t account for social has the power to do the opposite.

A social media exchange where a customer complains about Mejuri earrings falling out and Mejuri responds offering to look into the issue.
8 tips to improve your customer service during the holidays
Holiday-related spikes in support requests can be stressful. But the right process and tools can empower your team to rise to the challenge of providing exceptional holiday-time customer service.

If you want to revisit and revise your team processes before the rush hits, here are eight tips for enhancing your holiday customer service strategy and some ways Sprout can help along the way.