10,000+ online retailers use Gorgias to upgrade their Black Friday customer experience, and we pulled their data and best practices to create this Black Friday-Cyber Monday ecommerce strategy. If you have time, go through this whole guide in order. Otherwise, jump around and focus on the areas you feel will have the biggest impact on your business.
On that note, here’s our plan if you only have a few days to a week to prep.
TL;DR (if you’re running short on time)
If you’re finding this article a week before Black Friday-Cyber Monday or are otherwise strapped for time, you need to prioritize the 20% of actions that drive 80% of the results.
Here are the top five things Gorgias Director of Support, Bri Christiano, would do today to drive revenue through your customer experience during the holiday shopping season:
Turn on self-service chat menus (through Automation Add-on, if you’re on Gorgias): This is the single most effective thing you can do to reduce your ticket volume for BFCM. Up to 20% of your tickets will be deflected immediately, freeing your agents up for higher-value conversations.
Make sure you’ll be able to handle greece telegram screening the ticket volume (and hire an outsourcing agency if not): Drowning under your ticket backlog is a quick way to ensure your team burns out. Plus, if you’re too swamped to find and answer urgent pre-sales questions (or upselling and cross-selling opportunities), you’ll lose easy sales.
Update your FAQ page or help center to answer all common questions and cover BFCM-specific policies: If your customers can find answers on these pages, they’ll buy faster, convert more often, and leave your support team to handle more complex questions. Use Gorgias’ native help center to upgrade your FAQ page and offer even more self-service features.
Set up Macro templates and automation Rules for all your most common pre-sales questions: For the questions that aren’t easily answered by an FAQ page, or for customers who can’t be bothered to read them, make sure your agents are prepped with Macros that reflect current policies. Automate the Macros with Rules where you can to move a larger volume of potential customers to the checkout button as quickly as possible.