The Ultimate Guide to Providing Exceptional CX During BFCM

Online shopping during BFCM is off the charts and only getting crazier as the season progresses. They are the two busiest shopping days of the year, and customers expect businesses to be prepared. With so many shoppers focused on deals and discounts, customer experience has never been more critical.

By ensuring that your team is adequately trained and prepared for the influx of customer queries, you can minimize the disruption to your business and ensure that your customers have a positive experience.

Below, we have outlined what kind of customer experience your business can provide so that your store will stand out from the rest

Why It’s Important to Deliver a Quality Customer Experience During High Volume Periods

As any retailer knows, the holiday season is crucial for business. Not only are customer expectations higher during this time of year, but a greater volume of customers is also needed to be served well. This can put a lot of pressure on retailers to deliver a quality customer experience.

So why is it essential to deliver a quality customer experience during these high-volume periods? There are a few key reasons:

  1. It helps to build customer loyalty: If a customer has a positive experience during a high-volume period, they are more likely to remember your brand and come back to you in the future.
  2. It drives sales: A quality customer experience can lead to more sales, both in the short-term and long-term.
  3. Attracting new clients: Customers who receive good service are more likely to recommend the company to their networks of friends, colleagues, and family.

5 Ways To Maintain Top-Notch CX During the Holidays 

Whether shopping for gifts or looking for ways to save money, it is never too early to prepare. Is your business ready for the onslaught of sales? How will you stay competitive? According to Adobe Analytics, online sales on Black Friday in 2020 increased by 22% to a record US$9 billion, a 21.6% year-over-year gain.

Therefore, while offering discounts and promotions during these times is essential, it’s also crucial to maintain a top-notch customer experience (CX).

Here are five things you should consider to make sure your customers have a positive experience when shopping with you during the holidays:

1. Communicate Early and Often

Start communicating with your customers as soon as you know what discounts and promotions you’ll be offering during Black Friday and Cyber Monday. Let them know what deals they can expect and when they can expect them. It will help manage expectations and prevent any last-minute surprises.

2. Make Sure Your Website Is Ready for High Traffic

Your website is likely to increase traffic during the holiday shopping season significantly. Make sure it’s up to the task by conducting performance tests ahead of time. It will ensure that your site can handle the increased traffic without crashing or slowing down.

3. Offer Live Chat Support

Live chat support can be a lifesaver for customers and businesses during peak times. Customers can get answers to their questions quickly, while businesses can avoid being inundated with phone calls. If you don’t have live chat support, consider adding it for the holidays.

4. Don’t Let Your Standards Slip

Just because it’s a busy time of year doesn’t mean you should let your standards slip. If anything, you should strive to exceed customer expectations even more during these times.

5. Pay Close Attention to Your Valuable Clients

Customer segmentation is one of several strategies to use your data more effectively to enhance customer service. While acquiring new clients and keeping current ones are crucial, studies have repeatedly proven that businesses benefit more from recurring business. 89% of firms polled said excellent customer service was crucial to keeping clients.


Hire Horatio CX is the perfect solution for your business’s customer service needs during BFCM. We provide top-notch outsourcing solutions tailored to your specific needs, so you can focus on everything else in your business – while we deliver exceptional customer experience.

Regarding customer support, we know that one size does not fit all. That’s why we offer a variety of plans and pricing options to choose from, so you can find the perfect fit for your business. And our team of experts is available 24/7 to help you with whatever you need, whenever you need it, including tailored solutions.

If you’re looking for a company that can provide the outsourced customer support solutions you need to ensure your customers have a great experience during BFCM, look no further than HIRE HORATIO CX. Contact us today to learn more about our range of services and how we can help elevate your business to the next level.


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