Last week saw a brand new series of ‘I’m a celeb’ hitting the small screens, but for online shoppers around the country, a more significant event took place... Black Friday officially marked the start of peak season - a time that can only be described as the most manic month of the year! As Christmas creeps ever closer, social media professionals are working harder than the elves in Santa’s workshop to get their festive content planned, created and scheduled before everyone starts driving home for Christmas.
While others may spend December humming carols and sipping mulled wine, those of us in the social media world are left juggling a list of priorities longer than many kids' letters to Santa. Trying to meet the needs of all the stakeholders around the business can leave you feeling like you’re taking part in a Bushtucker Trial! With demands from Sales to push out Christmas offers, requests from Customer Service to share holiday opening times and pressures from Marketing to spread festive cheer, you can be left screaming ’I’m a social media manager, get me out of here!’
So, what can you do to manage the peak-season panic and be sure you’re tucking into your turkey feeling like you’ve just been crowned jungle royalty? Well, here are three things we think will help you…
#1 - Don’t go it alone! 🤝
Just like the celebs when they’re earning their Dingo Dollars, collaboration is essential to complete the peak-season challenge! From planning through to execution, bringing your teams together will enable knowledge and idea sharing, provide an understanding of requirements and expectations, and empower them to share the load, working together to create a schedule of cracking content. If the last couple of years have taught us anything, it’s that technology really can be your best friend too, so ensure you have tools with features that make teamwork even easier - like Orlo, which was built for marketing and customer service from day one! And that leads us nicely on to tip #2...
#2 - Make the most of your tech 💻
Ant and Dec aren’t the only great double act around here - it’s time for your team and your tech to take the crown together! In times like these, when the number of inbound enquiries seems to be never ending, turn to technology to give you a helping hand. Any digital conversations platform worth its salt will have features that allow you to automate processes, freeing up your social media team and enabling them to get all that Christmassy content out the door. So whether you use Triggers to automatically route certain messages to the right person at the right time, or you utilise pre-approved snippets to reply to frequently asked questions in an instant, harness the power of automation and AI to make things more efficient, improving your overall customer experience!
#3 - Look to the experts 🎓
The pressure to earn stars for your camp by delivering unique, engaging, seasonal content can feel a little overwhelming, especially if you don’t have the huge pockets and resources of brands like Coca Cola and John Lewis! But you don’t have to have all the answers - there’s a wealth of information and advice out there to help guide you. You may even be able to find inspiration by undertaking some competitor analysis, or perhaps a conversation you see in your social listening streams could spark a brainwave! However creativity strikes, remember there are subject matter experts out there who you can turn to for extra support, such as your Orlo Customer Success Manager who can offer best practice advice from their own experiences, as well as from our 300+ other customers too!
There’s no denying that peak-season is a busy time for those of us in customer service, marketing and comms, but by making the most of the people and platforms you have at your disposal, the pressure to perform over the festive period may feel that little bit easier to manage. With less than a month until the 25th, it’ll be over before you can say witchetty grub!