Get Your Support Team Ready for BFCM With These 4 Tips

Ruthie Careyby Ruthie Carey

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With Black Friday and Cyber Monday just around the corner, eCommerce stores are getting ready to maximize sales. In order to do this though, every single store needs one thing in particular.

That’s a solid customer support team and plan.

You may already have a stacked support team, but these four tips from Gorgias, the eCommerce help desk that turns your customer support into a profit center, will help you take your BFCM support strategy to the next level. 

Ready to hear them?

Focus on First-Time Shoppers

First-time shoppers at your store are more important than ever this year. With so much competition, if someone new lands in your store and engages, it’s a great chance to keep them as a long term customer.

Many eCommerce stores find themselves too busy to give first-time shoppers the attention they need to buy from somewhere new. If your store can give them that patience and attention, you’ll likely see them come back for more.

You’ll want to focus on reducing new customer uncertainties, have quick response times, and good quality responses.

Upselling is Key

It’s no surprise that upselling works great during the holidays and especially over BFCM. People heading to your online store know what they’re going there for, and they’re ready to spend money. 

However, once you’ve convinced them your product and brand is worth it, can you do more?

Yes, you can.

By offering further products or services and upselling them to those customers, it’s more likely they’ll agree to that over BFCM than any other time during the year. The customer, especially during this time, is hyper-aware of what you’re doing to get them over the line, but they’re also ready to spend, so don’t be scared to brush up your support team’s skills on upselling customers.

Invest in What You Know You’ll Need

Year after year, countless eCommerce brands evaluate their options for BFCM and customer support, asking questions like:

  • Should we hire more support staff?
  • Should we invest in a new support platform?
  • Do we need to update our website to prepare?

Plus, there are so many more questions and the answer to them is usually — yes.

If you’re looking at your eCommerce store and feeling as if something’s missing, your gut is likely trying to tell you something. When it comes to BFCM and the holidays, you can never be too prepared so it’s always a good idea to invest in what you need to ensure a seamless customer journey.

It’s a Chance to be Different

Though we mentioned this briefly before, we feel like it deserves its own section. With many eCommerce stores simply viewing customer support as a call center, there’s a huge opportunity to stand out. 

By focusing on proper customer support that’s authentic, personalized, fast, and helpful you’re able to lead in this regard during BFCM. This will not only increase customer lifetime value as a whole, but it will also give you an even higher spike in BFCMsales than you may have expected.

So, this year, focus on that difference and standing out from what all the other online stores do. 

When it comes to BFCM, getting prepared with your support team is the best way to ensure customers touching your store get the best experience and remember your brand in the future.

If you’re ready to make BFCM 2020 the strongest sales period for your brand, we’re here to help at Gorgias as the eCommerce go-to help desk for Shopify. Plus you get a 7-day free trial to make sure it’s right for you.

Julien Marcialis
Marketing Manager at Gorgias

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