The Complete BFCM Customer Service Checklist for eCommerce Stores This 2024

BFCM checklist for CS teams

Table of Contents

Is your store ready for the Black Friday/Cyber Monday (BFCM) wave? Mastercard SpendingPulse reported that eCommerce sales in 2023 were up +8.5% YOY. Other fun (and groundbreaking!) statistics from last year’s BFCM are:

With these skyrocketing numbers, it’s also logical to assume that  the massive influx of online shoppers comes with an equally massive influx of customer inquiries. What does this mean? Not only should you prepare your inventory, stocks, and logistics, but your customer service team should be ready for a different kind of war.

Good news—here’s the ultimate checklist to get your team ready to face the BFCM hustle!

Black Friday/Cyber Monday customer service preparation checklist

Planning Phase (2-3 months before BFCM)

Prepare for the BFCM customer service challenges

Despite economic challenges, most people still plan to shop during BFCM—and 16% (response from 3,000 surveyed US consumers) will do it more online in 2024. One thing’s for sure: your customer support agents must be ready to take on the rush to guarantee efficient servicing and maximum revenue!

We divided this checklist into four phases that’ll cover months before the event until post-BFCM

1. Analyze previous BFCM data

Start by analyzing your data from last year’s BFCM. Did you see a spike in customer inquiries (shipping, status of orders)? Possible. On average, eCommerce businesses experience a 20% increase in ticket volume, according to Gorgias data. Here’s what you should look for in your data:

  • Peak times like when did things get really crazy?
  • The common issues that made customers freak out—shipping delays? promo codes not working? items selling out too fast? 
  • Areas for improvement like your response times.

Example: If your customer service team fielded a surge in shipping inquiries on Black Friday afternoon last year, you can allocate more resources to that time slot this year.

2. Forecast customer inquiries

If your forecast shows that you’ll need reinforcements—eCommerce VAs. Hire temporary service representatives to support your team. Customers receive timely assistance—plus it’ll prevent burnout on your team.

  • Your team needs to know your products very well (product knowledge)
  • Share the company policies like your returns, exchanges, and shipping guidelines. 
  • Teach the art of turning an angry customer into a happy one. Yes, this is applying your conflict-resolution skills.

Example: If your current team can handle 100 inquiries per hour, but you anticipate 150, hiring three additional CSRs can bridge the gap.

3. Recruit and train seasonal staff

After you’ve looked at last year’s numbers, forecast the number of inquiries you’ll receive. Let’s say you handled 5,000 inquiries during last year’s BFCM. To play it safe, anticipate a possible 50-100% increase this year. From the forecast:

Example: If you experienced a 50% increase in customer contacts last year, you might project a higher increase for the upcoming BFCM.

4. Develop a knowledge base

You want to be prepared for every possible question a customer might have during BFCM.  So, create (or update) an online resource containing answers to frequently asked questions—a knowledge base. A well-structured one empowers customers to find information independently and reduces wait times.

Here’s an actionable tip: Make sure your agents are familiar with how to direct customers to your Knowledge Base. This hub is only as good as your team’s ability to use it. 

Example: Include information about product specifications, return policies, shipping timelines, and order tracking in your knowledge base.

5. Prepare templates and macros

Let’s talk about templates and response macros strategies. These are your pre-written responses and automated action scripts. But don’t be robotic in copy-pasting. Customize and craft each message with your brand personality. The goal is to respond quickly and accurately while maintaining a personal touch so you must adjust the templates as needed. 

  • First, identify the top questions you usually get asked during BFCM (those are your template targets). 
  • Write with a personal touch.
  • Personalize. And this could be as simple as including the customer’s name, order number, or specific product. 

Example: Develop email templates for order confirmations, shipping updates, and return instructions. Create macros for common tasks like updating order statuses or issuing refunds.

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Preparation Phase (1 Month Before BFCM)

BFCM preparation phase for customer service teams

1. Optimize customer service channels

First up, ensure all your customer service channels are functional and well-integrated. You need to be where your customers are, whether that’s email, chat, phone, or sliding into your DMs on social media. And more importantly, test it to meet customer expectations. 

Example: Let’s say you’re testing your chat function. Take note of the following:

  • How quickly does a chat agent pick up?
  • Does the agent accurately answer questions about your BFCM deals and policies?
  • Start a conversation in chat, then switch to email. Does the information stay consistent?

2. Implement a triage system

A triage system in customer service is a structured approach to managing incoming customer support tickets—and this is about prioritizing these requests based on urgency and complexity. With a good system in place, even the craziest BFCM rush can feel manageable. 

Create priority levels like:

  • Red: Needs immediate attention (like a site crash or payment processing issues)
  • Yellow: Important but can wait a short while (like a shipping delay)
  • Green: Can be handled in due course (like a general product question)

And set response time goals for each category. For high-priority issues, designate a team that includes those from other departments, such as IT and warehouse. 

Example: Give your customer support a special hotline or chat channel to quickly escalate issues to the designated team.

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3. Set clear expectations

When you’re upfront about longer wait times, customers can be more patient and understanding. So, don’t forget to update your auto-replies. They’re your first line of communication with a customer who’s reaching out, make it count!

Example: If a customer reaches out during BFCM, your automated replies could look like this:

  • Acknowledge the situation-  “Thanks for your message! We’re currently experiencing high volumes due to our Black Friday sale.”
  • Set the expectation- “Our current response time is approximately X hours. We appreciate your patience!”
  • Offer alternatives- “In the meantime, try checking our FAQs.”

4. Prepare a crisis management plan

Things going sideways during BFCM? That’s not ideal—but normal, all the same. The thing with BFCM is that it is just so unpredictable. Just develop a strategy for handling unexpected challenges BFCM may bring.

But a crucial piece is making sure your reps know the protocol for escalating major issues. Every team member should know exactly who to contact for different types of issues.

  • Brainstorm potential crises. Ultimately, everything that could go wrong. Website crashes, inventory mishaps, shipping carrier failures?
  • Create response scripts, which should include what to tell customers, what actions to take internally, and who needs to be notified.
  • Define who’s in charge when things go south. You need a clear chain of command.

Example: You’re “customers reporting the same issue” threshold is five. It was triggered after the sixth customer complained that their confirmation emails weren’t arriving.

So, you follow the crisis management protocol. All customer service agents are notified of the issue and given the approved response to share with customers.

How the skincare brand is nailing customer service

The story of how RoC Skincare achieved a CSAT score of 4.68 out of 5 with a dedicated chat support team.

Post-BFCM Phase

Post-BFCM customer retention

1. Analyze performance

The day after a big party—time to clean up, take stock, and figure out what worked and what didn’t. What went down during the BFCM madness? Answer using data only. Analyze key customer service metrics to identify strengths, weaknesses, and opportunities. 

  • Response times – how quickly were you getting back to customers? 
  • Resolution rates – how many issues did you actually solve? And what percentage of them were solved in the first interaction? 
  • Customer satisfaction scores – how did customers rate their interactions?

Example: Let’s say you’re digging into the data and you find:

  • Your average email response time was 6 hours (goal was 4 hours)
  • Live chat had a 95% satisfaction rate (90% goal)
  • Half of all inquiries were about shipping delays 

Here’s how you might interpret them:

  • Email response time: An area for improvement. 
  • Live chat success: A big win! 
  • Shipping inquiries: Investigate.

2. Gather feedback

It’s here that you tell the complete story of your BFCM customer service experience. Collect feedback from customers to understand their thoughts and opinions. Think of this whole process as a continuous improvement loop. Each year, you gather feedback, make changes, and come back stronger.

  • Send out a quick survey to everyone who bought during BFCM.
  • Scan your social media channels for mentions of your brand during BFCM. 
  • For customers who have issues, ask if everything was resolved to their satisfaction and if they have any other feedback.

Don’t forget to get feedback from YOUR team. Create a survey where they can give honest feedback confidentially. Consider questions like these:

  • What was the biggest challenge you faced during BFCM?
  • Did you feel well prepared? If not, what additional support would have helped?
  • What’s one thing we should definitely do again or never do again?

Example: Let’s say after gathering all this feedback, you discover three main things:

  • Customers loved your live chat but found your email responses too slow.
  • Your CSRs felt overwhelmed by the volume of shipping-related inquiries.
  • Both customers and CSRs mentioned that your FAQ wasn’t as helpful as it could be.

Here’s how you might use this to refine your strategy for next year:

  • Plan to increase email support staffing next BFCM. 
  • Create more detailed shipping FAQs.
  • Make sure the FAQ is thoroughly updated well before the next BFCM. 

3. Follow-up with customers

This is where you get to show your customers that you’re not just BFCM ad buzz. But a brand that truly cares about their experience. Positive post-purchase experiences build customer loyalty.

  • Send out thank-you emails after BFCM. You want to strike while the iron is hot, but not so soon that they haven’t received their orders yet.
  • Show genuine appreciation so make it heartfelt. 
  • And if there are ongoing problems, be honest about it. “We’re still experiencing some delays due to unprecedented demand. Here’s what we’re doing about it…” 

If a customer had a genuinely bad experience, go above and beyond to make it right. A discount on their next purchase, a free gift, or even a full refund if warranted.

Example: Send emails of appreciation to BFCM customers and offer assistance with returns, exchanges, or product inquiries.

Arm your team today—own BFCM 2024!

Don’t let the BFCM rush overwhelm you. With the right preparation, your eCommerce support staff won’t just handle the volume of questions—they’re also scoring points for your store. With our checklist, you can even arm them to become a force for sales. Happy customers mean stronger relationships and ultimately, repeat purchases

Ready to make this BFCM your best yet? Outsource your customer service needs to experts from LTVplus. Our agents can save you from cart chaos and deliver superb customer support across all touchpoints. Book a free call today!

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