As Black Friday and Cyber Monday (BFCM) approach, eCommerce brands are preparing for a massive influx of traffic and sales. In New Zealand, the holiday shopping season continues to grow each year. According to NZ Post, online shopping grew by 6% in 2023, with the Q4 peak period contributing to nearly 34% of annual eCommerce spend. The upcoming BFCM event is expected to further drive these numbers, with shoppers searching for deals and making decisions in seconds.
But with high traffic comes increased pressure on customer service teams. Managing a flood of inquiries can easily overwhelm even the best-prepared teams, leading to stress and burnout. To manage the workload and deliver a seamless customer experience, tools like Gorgias’ AI Agent provide a game-changing solution. By automating common inquiries and offering 24/7 support, AI Agent helps businesses scale their customer service while ensuring that shoppers receive timely assistance.
How Gorgias’ AI Agent Eases BFCM Workloads
1. Instant Responses for High Volumes of Inquiries
NZ Post data indicates that Kiwis spend approximately $34 billion annually online, and 53% of consumers plan to shop on BFCM. During this peak period, the volume of customer inquiries spikes dramatically, with shoppers asking about order statuses, shipping times, and product availability. The Gorgias AI Agent can instantly respond to these inquiries, offering real-time solutions without requiring human intervention. This automation dramatically reduces response times, preventing potential buyers from becoming frustrated and abandoning their carts.
2. Automation That Lightens Workloads
Manual ticket handling can become overwhelming as inquiries surge. Automating routine questions and workflows can reduce this burden. According to NZ Post’s Peak Q4 2024 report, 56% of consumers expect brands to respond to their queries within 30 minutes during peak shopping periods. Gorgias’ AI Agent can handle such tasks, from addressing frequently asked questions to automate order tracking and returns, significantly reducing the pressure on support teams.
This efficiency enables customer service agents to focus on more complex and high-value interactions, providing a better overall customer experience while maintaining high productivity levels.
3. 24/7 Customer Support Without Additional Resources
Shoppers don’t adhere to standard business hours during BFCM. In fact, 40% of purchases during peak periods happen outside of regular working hours. Having 24/7 customer service becomes a necessity, not a luxury. Gorgias’ AI Agent ensures that you’re always available to your customers, no matter when they decide to shop. This always-on support prevents missed sales opportunities and ensures that customers have their questions answered promptly, even in the middle of the night.
4. Personalisation Through Seamless Shopify Integration
One of the key strengths of Gorgias AI Agent is its ability to provide personalised responses by integrating directly with your Shopify store. Real-time access to customer data allows the AI to offer contextually relevant answers. For example, when a customer asks about the status of their order, the AI can pull information from Shopify and provide accurate updates without needing manual input.
This level of personalisation enhances customer satisfaction. Studies show that 80% of shoppers are more likely to complete a purchase if their experience feels personalised and efficient. The AI Agent ensures that each interaction is tailored to the individual customer, reducing effort and friction in the buying process.
5. Enhancing Customer Experience While Reducing Costs
During BFCM, managing customer inquiries while keeping operational costs down can be a challenge. Automation tools like Gorgias AI Agent offer a solution by reducing the need for additional headcount. By handling a high percentage of customer requests autonomously, the AI Agent allows businesses to scale their customer service without proportionally increasing staffing costs.
As BFCM can make up a significant portion of a brand’s annual revenue, improving efficiency in customer service directly impacts the bottom line. For example, New Zealand retailers saw 16% of their total online sales happen during the 2023 BFCM period, according to NZ Post. Ensuring that customers are well-supported can be the difference between hitting or missing your revenue targets.
Conclusion
BFCM is one of the most stressful times of the year for eCommerce businesses, but it doesn’t have to overwhelm your team. By leveraging the power of Gorgias’ AI Agent, you can significantly ease the pressure of managing increased customer inquiries while still delivering the timely and personalised service that shoppers expect. Automation, personalisation, and 24/7 support are the key ingredients to turning a high-volume shopping event into a high-revenue success.
With the ability to handle repetitive tasks, reduce response times, and personalise the customer experience, Gorgias AI Agent is a valuable tool to keep your business running smoothly, even during the busiest shopping days of the year.
References:
- NZ Post. (2024). eCommerce Market Sentiments Report 2024. Retrieved from NZ Post Business IQ
- NZ Post. (n.d.). Are You Ready for Peak Q4 2024?
