Can Your Business Thrive on Black Friday Without Hiccups?

Not all that long ago, Black Friday was the preserve of major US retailers. Held the day after US Thanksgiving , it signals the start of the Christmas shopping season.

As much as Black Friday is a boon for retailers, it also comes with significant challenges-from buying enough stock to ensure there’s server capacity for the increased traffic on retailer’s websites and apps. Perhaps the biggest challenge, however, comes from dealing with the massive influx of customer queries on the day and its immediate aftermath.Traditionally, organizations have scaled up their contact centers for busy shopping periods such as Black Friday and the end-of-year holidays.

Even when a business knows when and how to do all of that, it can still be an incredibly costly exercise. As such, anything that makes it easier for businesses to deal with Black Friday queries while also simplifying the process of scaling up and down, should be welcomed.Here technology has a big role to play, with virtual agents being particularly helpful. Powered by increasingly advanced forms of artificial intelligence , these virtual agents can answer most queries.

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