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Any tips for Black Friday/the busy holiday season?

  • November 9, 2023
  • 1 reply
  • 256 views

Kate Sugrue
Employee

Hi all 👋 - I’m Kate, I run our customer advocacy efforts here at Intercom and I want to pick your brains.

In the run up to Black Friday, and the holiday season in general, we want to share tips and tricks from Intercom users on how to prepare. If your team sees significant increases in volume in the winter months I’d love to hear your best tips on how you set yourselves up for the increase in service demands!

So what advice do you have for your peers? This can be general approaches, or more specific Intercom hacks on how to be as prepared as possible.

 

1 reply

Leanne H
Employee
  • Employee
  • 1 reply
  • November 16, 2023

Hey @Kate Sugrue   👋

Thought I’d stop by to share a handy blog post I wrote about this recently 😃

In the post, I outline how we on the Intercom Customer Support team prepare for the holidays using some of Intercom’s really useful features. 

Some of the tips include:

  • Using AI to help provide 24/7 support 
  • Automatically answer holiday FAQs 
  • Setting customer expectations around response times
  • How to route complex issues to the right team ASAP
  • Pro-actively answer top FAQs before customers even ask
  • Empower customers to resolve their own issues
  • Proactively help customers break past friction

There’s loads in there that I think will be super helpful for people as we enter into the holiday period ahead 👍

 

 


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