The holiday season is packed with online orders, early deals, and last‑minute shoppers who expect everything to be fast and clear.
At this time, proactive customer service shows you care. It means you help customers before they have to chase you, instead of waiting for complaints or angry chats.
Here we share five practical ways to do that, using tools you likely already have: real-time updates, AI chat, simple self-service, and a support team that is ready for the rush.
1. Send Clear Order and Shipping Updates Before Customers Ask
If you sell online, you know the most common question in December: “Where is my order?” Those tickets drain your team and stress shoppers who just want gifts to arrive on time.
You can cut most of those contacts with simple, frequent shipping updates. When people see what is happening with their order, they trust you more, even if there is a snag on the carrier side.
Use a mix of email, SMS, and app notifications so customers never wonder if a gift is lost. Real-time tracking is not a nice bonus anymore, it is part of feeling safe about online shopping.
Use real-time alerts to reduce “Where is my order?” tickets
Set up a clear message flow for every order, such as:
- Order confirmed
- Order packed
- Shipped with tracking link
- Out for delivery
- Delivered
Keep subject lines short and helpful, like “Your gift is on its way” or “Out for delivery today.” Use plain language instead of internal terms. “Packed and ready to ship” feels better than “Fulfillment complete.”
If you have a mobile app, mirror these updates as push alerts. Many shoppers check notifications faster than email.
Be honest about delays and give options, not excuses
Delays still happen in December, even with great planning. The way you talk about them can win or lose a customer.
Tell people early if a package is at risk, and offer clear choices:
- Free or low-cost shipping upgrade
- A similar item that can arrive on time
- A small refund, discount, or gift card
Connect the message to what matters to them: getting the gift to the right person on time. “We are worried this might not arrive before Christmas, here are three ways we can help” feels caring, not defensive.
2. Use AI Chatbots and Self-Service Tools To Answer Holiday Questions Fast
During peak weeks, phone and email queues can stretch for hours. Many shoppers just want a fast answer to a simple question so they can hit “buy” and move on with their day.
AI chatbots and self-service tools can handle those common questions right away, then pass complex problems to humans. The goal is not to hide behind a bot, it is to clear the simple stuff so your team can focus on real issues.
Think of the bot as your front door greeter. It handles the basics but calls a manager when things get tricky.
Set up a chatbot for your top holiday FAQs
Start with the questions your team already sees every December:
- Shipping cutoffs for different regions
- Standard and express delivery times
- Holiday return and exchange rules
- Gift receipts and pricing on packing slips
- How to track or change an order
Train your chatbot with short, friendly answers for these. Link to detailed pages when needed, but keep the first reply simple. If a shopper asks about a shipping deadline, give a clear date and time, not a vague “5 to 7 business days.”
This alone can prevent hundreds of tickets.
Make human handoff smooth and friendly
Some chats will still need a real person, especially when a gift is late or missing. Tell the customer when that is happening.
Use lines like, “I am going to bring a teammate into this chat,” followed by a clear wait time. If you are busy, say so. People are more patient when they know what to expect.
Coach agents to open with empathy: “I know this gift is important, let us fix it together.” That one sentence can lower the temperature before you even start problem‑solving.
3. Make Returns and Exchanges Simple and Stress-Free After the Holidays
Service work does not stop on December 25. January often brings a second wave of contacts, as people return sizes that did not fit or swap duplicate gifts.
If your return flow feels confusing, frustration spikes fast. If it is simple, those same returns can build trust and repeat sales.
Clear rules, easy labels, and gentle reminders can turn a stressful task into a quick chore.
Share your holiday return policy everywhere customers look
Do not hide your policy in a long legal page. Bring it to the places shoppers already use:
- Product pages
- Cart and checkout
- Order confirmation emails
- Packing slips or small inserts
Use simple language that covers three things: how long they have, what it costs, and what steps to follow. “Free returns through January 31, start online, drop at any UPS location” is much easier to act on than a long list of conditions.
If people understand the rules up front, they contact support less later.
Offer easy self-service returns and proactive reminders
Give customers tools to handle returns without a phone call:
- Prepaid labels or QR codes
- An online return portal
- Status updates when items arrive back at your warehouse
A few days after Christmas, send a short email that explains how to return or exchange gifts. Keep it friendly, not salesy. You are reducing stress at a moment when many people feel behind.
4. Use Customer Data To Help Before There Is a Problem
You do not need complex data science to be helpful. Basic customer info, used with care, can prevent missed gifts and unhappy surprises.
Look at simple signals, like abandoned carts, viewed items, and past holiday orders. Then send timely nudges that feel like support, not spam.
Send smart reminders about shipping deadlines and saved carts
A well-timed reminder can save a holiday. For example:
- A cart reminder that highlights the last day for on‑time shipping
- A message to people who still browse but have not checked out, with a clear date to order by
Keep the tone helpful. “Order by December 18 for delivery before Christmas” is better than a pushy sales pitch. You are helping them avoid that “I forgot Aunt Sara’s gift” moment.
Use simple segments to send helpful, not spammy, offers
Group customers in a few basic ways, such as:
- People who bought kids items last year
- Shoppers who only buy during November and December
- Frequent buyers who often send gifts
Send each group ideas that match what they already like, such as gift bundles for kids or easy-exchange items for picky relatives. Always give a clear option to manage preferences or unsubscribe.
Respect builds long‑term trust, and trusted brands get chosen first in busy seasons.
5. Prepare and Empower Your Support Team Before the Holiday Rush Hits
Tools help, but your team carries the season. They will face tired parents, worried partners, and stressed gift-givers who waited a bit too long to order.
Good planning makes those calls easier. That means training, simple scripts, and clear rules for fixing problems without endless approvals.
Train for common holiday scenarios and emotional calls
Short practice sessions go a long way. Run role plays for scenarios like:
- A gift that will not arrive in time
- A broken item that needs a fast replacement
- The wrong product sent to the wrong person
Give agents simple language they can make their own. “I am sorry this happened, here is what we can do right now” is a strong start.
Remind them that tone matters as much as policy. People remember how you made them feel when something went wrong.
Give your team tools and freedom to fix issues on the spot
If every small credit needs a manager, customers wait and frustration grows. Set clear limits instead.
For example, empower agents to offer a small refund, ship a low-cost replacement, or upgrade shipping without approval up to a set amount. Share a few examples of when to use each option.
This kind of freedom lets your team turn bad moments into loyal relationships, one quick decision at a time.
Wrapping Up (Pun intended:)
This holiday season will test every part of your support operation, from shipping updates to January returns. The brands that stand out will use proactive customer service as a habit, not a buzzword.
Start with five simple moves: clear order and shipping updates, smart chatbots and self-service, easy returns, helpful use of customer data, and a trained, empowered team. You do not need to roll out everything at once. You will feel calmer during the rush, and your customers will remember that you cared.
