How can an e-commerce business survive the holiday madness?

Audrey Reyes Published on October 13, 2019 Last updated on November 28, 2021

In less than a month, millions of Thanksgiving turkeys will grace banquets and signal the much-awaited Black Friday and Cyber Monday shopping bonanzas.

With price slashes often too good to resist, bargain hunters are expected to flood every brick-and-mortar store and e-commerce business’ website. People will also be reaching out to brands’ customer service channels to seek assistance with their purchases, billing, and technical concerns.

Businesses must suit up to face the onslaught of shoppers on one of the biggest shopping weekends of the year.

Cyber Week in numbers

tiny shopping cart with packages on laptop on e-commerce website

In 2018, Black Friday brought in a record $6.2 billion in online revenues while Thanksgiving Day itself pulled in a hefty $3.7 billion. According to Adobe Analytics, Cyber Monday 2018 set bigger record-breaking earnings of $7.9 billion from e-commerce spendingโ€”a 19.3% increase from 2017.

Cyber Week statistics compiled by BigCommerce indicates that 53% of total Cyber Week orders came in from mobile channels such as smartphones and tablets. The online source usage was as follows: desktop (47%), mobile phones (45%), and tablet (8%), with web stores driving in more than 50% higher average order value than other sales channels, including branded e-commerce sites such as Amazon, eBay, and Facebook.

Horrors versus reality

If anything, these numbers don’t necessarily mean a big payday for every retailer. Black Friday horror stories aren’t urban legends; things can get vicious because bargain hunters are relentless.

e-commerce entrepreneur on phones in dark office

Expecting the unexpected will help brands prepare for the holiday salesโ€”from website crashes and massive spikes in customer support queues to product supply failing to meet demands.

If brands don’t prepare, then they’re bound to fall flat. They risk losing multiple business opportunities, denting their credibility and reputation, and losing the customers’ trust. Brands need to beef up their practices, products, and processes to remain on top every year.

Be motivated by what your competition is doing right and take a closer look at your processes and customer base.

Here are some important things to do before Black Friday and Cyber Monday arrive.

happy e-commerce team looking at post it notes
  1. Make a listโ€”and check it twice


    List down issues you predict may come up based on previous scenarios on your Black Friday and Cyber Monday sales.

  2. Study your customers


    Assess available data to determine common customer pain points, favored support channels, and other valuable details. When you listen to your customers, it’s easier to come up with useful solutions to fit their ever-changing needs.

  3. Survey the Cyber Week field


    Brands must always be on the lookout for what the customers are exploring. Ecommerce businesses can track and pull up the hits and searches they receive, enabling them to address potential server shutdowns due to heavy traffic or long customer service queues. Social listening and having a detailed understanding of your customer base can give you an approximation of what Cyber Week could drag to your front door.

  4. Amp up your defenses


    A few questions to ask yourself :

    • Do you have enough people to cater to your expected customer queues?
    • Can your customer service channels, ecommerce site, and app handle the influx of traffic?
    • Are you equipped to handle third party outages, such as your payment processors errors?

    If you have no concrete, data-backed responses for any of these questions, it s best to add a few more items on your Step 1 checklist.

  5. https://www.openaccessbpo.com/wp-content/uploads/2019/11/diverse-customer-support-working-for-a-call-center-e-commerce-site.jpg
  6. Set expectations


    Marketing and promotions could go any direction, and brands may end up overselling and giving the customers unrealistic expectations. Always make sure you can readily provide what you promised, within reasonable means.

  7. Strengthen your first line of customer support defense


    Cascade information and changes effectively to all employees involved. When the right information reaches the appropriate people, they can serve customers better and increase satisfaction for your brand. Another way of reinforcing your customer support strategy is by setting up an auto-response system and template for live chat requests, phone calls.

  8. Reach out and outsource


    You don’t need to bear the full weight of Black Friday and Cyber Monday to consider outsourcing your customer service or back office solutions. When running an ecommerce business, you need all the help you can get from reputable partners who can see you through holiday shopping madness or sustain your already stellar reputation.

Join us on facebook
Open Access BPO Yesterday
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐— ๐—ฎ๐—ธ๐—ฎ๐˜๐—ถ ๐—ฃ๐—ฟ๐—ถ๐—ผ๐—ฟ๐—ถ๐˜๐—ถ๐˜‡๐—ฒ๐˜€ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ ๐—ช๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐˜„๐—ถ๐˜๐—ต ๐—”๐—ป๐—ป๐˜‚๐—ฎ๐—น ๐—ฃ๐—ต๐˜†๐˜€๐—ถ๐—ฐ๐—ฎ๐—น ๐—˜๐˜…๐—ฎ๐—บ๐˜€

Open Access BPO Makati is holding its annual physical exam (APE) this week for employees at the Robinsons Summit Center office.

The APE is a collaborative effort between Open Access BPO's Clinical Services and RGO Laboratory and Industrial Diagnostic Center.

This streamlines the process for employees by bringing healthcare professionals directly to the office. It minimizes disruption to work schedules and allows employees to conveniently complete their physicals without venturing outside.

This initiative demonstrates Open Access BPO's commitment to employee well-being and ensures compliance with Makati's Environmental Health and Sanitation Code.

The comprehensive physical exam includes various procedures like blood analysis, vital signs check, visual acuity test, and chest X-ray.

#WeSpeakYourLanguage
#IdeaHubOABPO #OneForHealth
#WellnessEvent #HealthJourney
Open Access BPO Yesterday
When it comes to #ContentModeration, moderators need to possess specific skills, qualifications, and attributes.

So, if you're considering #outsourcing this service, these are the qualities you need to find in your prospective partners' employees: https://buff.ly/4awNYW4

----------
Outsource content moderation only to an expert #BPO with an expert team of moderators: https://buff.ly/3QXQUUZ

#WeSpeakYourLanguage
#outsourcing #ContentModeration #BPO
Open Access BPO 3 days ago
๐—ข๐˜‚๐—ฟ ๐——๐—ฎ๐˜ƒ๐—ฎ๐—ผ ๐—ฐ๐—ผ๐—น๐—น๐—ฒ๐—ฎ๐—ด๐˜‚๐—ฒ๐˜€ ๐—ฐ๐—ฒ๐—น๐—ฒ๐—ฏ๐—ฟ๐—ฎ๐˜๐—ฒ๐—ฑ ๐˜๐—ฒ๐—ฎ๐—บ ๐˜€๐—ฝ๐—ถ๐—ฟ๐—ถ๐˜ ๐—ฑ๐˜‚๐—ฟ๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜ #๐——๐—ฎ๐˜ƒ๐—ฎ๐—ผ๐—ฆ๐—ฝ๐—ผ๐—ฟ๐˜๐˜€๐—™๐—ฒ๐˜€๐˜ ๐—ต๐—ฒ๐—น๐—ฑ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜๐—น๐˜†.

During the event, our ops and non-ops teammates put their athletic and strategic skills to the test through five different games:

โ€ข Chess
โ€ข Scrabble
โ€ข Badminton
โ€ข Volleyball
โ€ข Basketball

Congratulations to all winners, and see you all in the next Sports Fest!

#WeSpeakYourLanguage
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace
Open Access BPO 4 days ago
๐—š๐—ฟ๐—ฒ๐—ฎ๐˜ #๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐—ฆ๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—ถ๐˜€ ๐—ฎ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ'๐˜€ ๐—ด๐—ผ๐—น๐—ฑ๐—ฒ๐—ป ๐˜๐—ถ๐—ฐ๐—ธ๐—ฒ๐˜, ๐˜„๐—ต๐—ถ๐—น๐—ฒ ๐—ฝ๐—ผ๐—ผ๐—ฟ ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—ถ๐˜€ ๐—ฎ ๐—ฟ๐—ฒ๐—ฝ๐˜‚๐˜๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ธ๐—ถ๐—น๐—น๐—ฒ๐—ฟ.

To avoid poor customer service, it's important to know what mistakes your #CustomerSupport agents commit.
If you want to prevent customers from seeing your brand as apathetic.

Here are 3 qualities to steer clear of to ensure stellar #CustomerExperience: https://buff.ly/4bmLsmI

----------
Don't let bad #CX hold you back.
Partner with a customer experience expert today and start exceeding #CustomerSatisfaction: https://buff.ly/3URcMSK

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Providing excellent #CustomerExperience is the best way to retain customers, ensure loyalty, and acquire new ones.

Good thing there are a lot of ways to ensure a pleasant #CX such as these: https://buff.ly/3V7fpS1

----------
Give your customers the best service they deserve.
Let's plan the best ways you can do that: https://buff.ly/3ysRhjX

#WeSpeakYourLanguage
#CustomerService #CSAT
#CallCenter #outsourcing
#CustomerSatisfaction
Open Access BPO 4 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ฝ๐—ฎ๐—ฟ๐˜๐—ป๐—ฒ๐—ฟ๐—ฒ๐—ฑ ๐˜„๐—ถ๐˜๐—ต ๐˜๐—ต๐—ฒ ๐— ๐—ฎ๐—ธ๐—ฎ๐˜๐—ถ ๐—–๐—ถ๐˜๐˜† ๐—›๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐——๐—ฒ๐—ฝ๐—ฎ๐—ฟ๐˜๐—บ๐—ฒ๐—ป๐˜ ๐—ณ๐—ผ๐—ฟ ๐˜๐—ต๐—ฒ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜ ๐˜„๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐—ฒ๐˜ƒ๐—ฒ๐—ป๐˜ ๐˜๐—ต๐—ฎ๐˜ ๐—ณ๐—ผ๐—ฐ๐˜‚๐˜€๐—ฒ๐—ฑ ๐—ผ๐—ป ๐—ต๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐—ฟ๐—ถ๐˜€๐—ธ ๐—ฎ๐˜€๐˜€๐—ฒ๐˜€๐˜€๐—บ๐—ฒ๐—ป๐˜.

The free two-day healthcare event, held on the seventh floor of the multilingual call center's Makati headquarters, provided risk assessments, counseling for employees, and free contraceptives for all attendees.

Workers from Makati City's Health Department were able to accommodate over 130 employees, providing them with general check-ups, blood glucose testing, and HIV screening.

The Health Department workers say the program will help Open Access BPO employees determine how at-risk they are of diseases like diabetes, hypertension, and HIV/AIDS. Family planning lectures and counseling services were also available.

This holistic approach to wellness empowers employees to take charge of their health and well-being.

#WeSpeakYourLanguage
#IdeaHubOABPO #OneForHealth
#WellnessEvent #HealthJourney
Open Access BPO