Prepare customer service for Black Friday: A guide

Tips for succeeding on Black Friday

Increase staffing:

Prepare for increased workload by scaling up your team. With more hands on deck, you can effectively handle all customer inquiries.

Implement smart call routing:

Ensure that customers can be quickly and efficiently connected to the appropriate department using smart routing.

Maximize automation:

Use programmability to make the call experience smoother. For example, allow customers to enter order numbers to automatically inform them about order status.

Communicate wait times:

Update your welcome message to inform customers about any delays during peak traffic periods.

Optimize contact center management:

Have real-time data on your support team's availability and workload, and adjust quickly based on needs.

Harness contact center data:

During Black Friday, use detailed statistics and reporting to make quick and informed decisions.

Integrate live chat:

Prevent abandoned purchases by having proactive live chat support, especially at checkout. Additionally, welcome visitors with automated chat messages.

Cloud telephony solution:

A centralized platform that combines telephony, chat, and contact center makes internal communication seamless.

Flexibility with remote work:

With a cloud-based solution, the team can work from anywhere, facilitating scalability.

Caller identification:

Provide a personal touch by greeting customers by name based on incoming calls.

Calendar synchronization:

Ensure everyone is on the same page by synchronizing the team's calendars with the phone system.

Conclusion

Black Friday requires proactive planning. If you are considering a new telecommunications solution, let's discuss how Telink can be the right solution for your business, whether you are in retail or running an e-commerce.