Last years Black Friday led John Lewis to record the best week of sales in its 150-year history, so certainly for some businesses, especially those operating on-line, this shows how it is possible to really capitalise on what is a short window of opportunity. However the sticking point for most SMEs is whether they can gear up for the rush and fulfil the demand.
Naturally as an outsourcer of customer contact services, Black Friday and Cyber Monday are one of our busiest times of the year, as we manage the surge in orders for existing customers as well as provide overflow services to those brands that have an in-house operation but need extra capacity.
What's evident from the last few years though, is how many firms have underestimated the knock-on effect of the sales period and are often bombarded by unhappy customers because they don't have sufficient stock or the manpower to manage the service issues associated with both deliveries and returns. Rather than dread the post-Thanksgiving frenzy companies should embrace it. With the right strategy and infrastructure, SMEs have the power to mimic the success of their larger high street counterparts.
If you expect high levels of customer enquiries (phone, email, webchat, social) running up to Christmas or at other times of the year contact us to help you manage the overflow.