Last Updated on September 1, 2023 by David

Photo by rupixen on unsplash.com

As Black Friday and Cyber Monday quickly come and go it’s time to solidify your marketing strategies and ensure you are prepared to serve your customers on these major shopping days and beyond. While deciding on the sales and promotions you plan to run, there’s another factor to consider — the customer service experience you provide. In fact, when done correctly the customer experience can be the biggest offer you provide to your customers on Black Friday and Cyber Monday.

The Importance of Customer Experience on Black Friday & Cyber Monday

Many brands overlook customer experience in favor of focusing on the huge amount of sales they expect to see on these major shopping days. There’s also a common thought process that receiving a level of negative feedback is unavoidable, and even to be expected.

The reality is this will be many customers’ first visit to your website and brand, and if they don’t have a great experience it may be their last. But, if you do it well, you’ll not only gain new sales on these major shopping days, but you’ll turn them into recurring customers.

Let’s take a look at how this can be done.

Leverage Automation for Faster Responses

Automation is a great way to improve the customer experience on your website. From automated chatbots to live chat to a shared inbox, there are many ways to automate processes on your website.

Chatbots, for example, are a great way to quickly answer customers’ questions such as shipping times, product inventory, and order status. They can also engage visitors once they land on your site, and capture their name and email address which can later be used to re-engage them.

Automation can also help your brand by monitoring key metrics during Black Friday and Cyber Monday.

Make it Easy For Customers to Reach You

Whether it’s a regular shopping day or Black Friday, customers want to be able to easily contact your customer service team. While this is important any time they reach out, it’s especially impactful on major shopping days when customers need a quick answer or you risk losing the sale and a potential customer.

Online shopping on Black Friday and Cyber Monday can be extremely frustrating to customers, especially when customers need to know things like whether the product will arrive before Hanukkah or Christmas, product inventory levels, or if there’s a restock date for a sold-out product.

It is essential to keep in mind that customers try to reach out to the company most of the time because they need something, and if they don’t get a quick answer on the channel they reach out to you, they will become frustrated and leave.

Create an Omnichannel Experience

The other part of making it easy for customers to reach your brand is creating an omnichannel experience. Since customers can be anywhere, your brand and agents need to be as well. This means being available on channels that might include social media, your website, email, phone, text, and more.

If you can make your brand available on multiple channels you will strengthen your customer service offering, and improve your customer retention rates. A great way to do this is with Re:amaze Inbox. This is a shared inbox for your entire team to manage customer conversations from multiple channels that includes email, Facebook, Messenger, Instagram, Twitter, and SMS/MMS text messages.

Inbox can also help with automation when you use Re:amaze Workflows to respond to conversations from every channel automatically.

Utilize Live Chat

Live chat is one of the best and most efficient communication tools to utilize during Black Friday, Cyber Monday, and beyond. Live chat is practical both for your customers and your customer service team. It allows for in-depth conversations, quick response times, and lets your customers know you are reliable and available to them while they are browsing your website.

Beyond Black Friday & Cyber Monday

All of the suggestions above help to improve the customer experience and build customer retention and loyalty. Long-term loyalty is worth much more than an annual spike in sales on Black Friday because now you’re turning these one-off customers into repeat customers who will refer your brand to their family and friends.

This year Re:amaze is running a 40% off sale on all annual plans. You can get access to all of the amazing features we discussed above including live chat, chatbots, push campaigns, Cues, our shared inbox, and more!

The sale begins on Friday, November 26, and runs through Cyber Monday ending on Tuesday, November 29. Visit our website to learn more about how you can turn the customer experience into your biggest offer all year round!