Maximize Your Sales and Customer Satisfaction: Tips and Deals for BFCM

Black Friday Cyber Monday (BFCM) isn’t just about deals anymore. It’s the biggest shopping event of the year. According to Hubspot, in 2023, shoppers spent a record $9.8 billion during Black Friday alone. 

For retailers, this means both massive opportunities and also big challenges. But what exactly makes this season so special? How to take advantage of it and what tools merchants should use? Explore everything in this article with us!

Why Customer Experience Makes or Breaks Your BFCM Success

High-traffic seasons test your customer service team like nothing else. A single bad experience can cost you more than just one sale. Research shows that 32% of customers stop doing business with a brand they love after one bad experience. 

During BFCM, when your competitors are just a click away, keeping customers happy becomes more crucial than ever.

Customer Acquisition Costs vs. Retention

Poor customer service during BFCM can have a negative impact on your marketing budget. The cost to acquire a new customer is 5-25 times higher than keeping an existing one. 

During BFCM 2023, companies spent an average of $29 to acquire each customer through paid channels. But those customers won’t stick around if their experience with the product or service is under average. 

Data shows that increasing customer retention by just 5% can boost profits by 25-95%. Therefore, it’s safe to say that good customer service during BFCM can ensure your marketing investment.

The Post-BFCM Revenue Impact

As one of the biggest seasons of the year, BFCM sales can affect your entire year’s revenue. Shopify data shows that 67% of first-time BFCM buyers who rated their experience as “excellent” made another purchase within six months. 

Consider Chewy’s success story: after prioritizing customer service during BFCM 2022, they saw a 45% increase in repeat customers compared to the previous year. Their secret? They maintained a 10-minute response time even during peak hours and personally followed up on every delayed order.

Brand Reputation Effect

One unhappy customer can influence thousands during BFCM. A study by Salesforce found that 42% of customers share bad experiences on social media. 

During BFCM 2023, negative customer service tweets increased by 86% compared to regular days. Take Nike’s 2022 BFCM sale – when their app crashed, the hashtag #NikeFail reached 2.8 million users within hours. Therefore, in the age of social media, customer service problems during BFCM become public relations issues fast.

6 Key Customer Success Tips for BFCM

1. Prepare Your Support Team Early

Start training your seasonal staff at least three weeks before BFCM. Last-minute training can potentially lead to undesirable mistakes. 

Data shows that support teams trained less than two weeks before BFCM handle 40% fewer tickets per hour. Your training should cover product details, common issues, and your tech stack. 

Here are some tips to better prepare your customer support team:

• Create clear escalation paths so agents know exactly when to pass issues up. 
• Map out who handles what: shipping delays go to logistics, payment issues to finance, and technical problems to IT. 
• Set up a backup communication system

When major issues hit during BFCM 2023, companies with emergency protocols resolved problems 3x faster than those without. Use tools like Slack to reach key team members instantly.

2. Update Your FAQ Pages

Research shows that 70% of customers prefer to solve issues themselves before contacting support. Based on last year’s support tickets, now ask yourself what caused the most confusion? What slowed down sales? 

It is aslo advised to add clear answers about BFCM-specific concerns like “When will my order arrive?” and “What if an item sells out?” 

Make your return policy transparent because 67% of shoppers check return policies before buying. Remember to write in plain language. Instead of “Orders may experience processing delays during peak periods,” say “Orders might take 1-2 days longer during Black Friday.” 

Lastly, don’t forget to test your FAQ with non-technical readers to ensure clarity.

3. Set Clear Customer Expectations

During peak seasons like BFCM, the stock levels can run out faster than expected, leading to inaccurate stock showing on the website. Therefore, make sure to use real-time  inventory tracking to avoid abandoned carts due to out-of-stock items.

Besides, merchants should also be direct about potential delays. Major carriers like UPS and FedEx often add 1-2 days during BFCM. If a shipping delay happens, it is important for business to be honest about it and inform their buyers immediately. 

Consider using order tracking apps that show package location in real-time. Include all crucial details: order number, itemized list, shipping address, tracking info (when available), and customer service contact info. 

4. Use Automation Wisely

To balance automation with human support during BFCM, business can set up automatic order updates that notify customers at key moments. Some examples are order received, payment confirmed, shipping label created, and delivery completed. 

Furthermore, you can create email templates for the top 20 customer issues, but customize them slightly for each case. According to Zendesk’s research, templated responses that include the customer’s name and order details get 15% better satisfaction ratings than generic ones. 

No matter how useful automation tools can be, always keep complex issues for human agents. When customers face problems with orders over $100 or multi-item purchases, human support leads to 35% higher customer retention rates than automated responses.

5. Monitor Social Media Closely

Studies show that during BFCM, 40% of customers expect responses on social media within 60 minutes. Use social listening tools like Mention or Brandwatch to track brand mentions across platforms. 

Companies that caught and addressed negative posts within 30 minutes during BFCM 2023 saw 67% of complainants either delete their posts or post positive follow-ups. Speed isn’t enough, so make sure to track sentiment too. 

The best way is to use a helpdesk software that integrates with social media channels such as Facebook, Instagram or WhatsApp. In this way, the customer support team can ensure to respond to every single customer’s inquiries and pave the way for cross sell & upsell tactics.

6. Have a Clear Problem-Solving Process

Creating step-by-step troubleshooting guides for common BFCM issues is always of high importance. Problems like payment failures, coupon problems, and shipping delays happen commonly. In these situations, give your support team authority to make decisions.

Document everything using a standardized format. This helps identify patterns and improve processes for next year. In 2023, companies that tracked customer interaction data reduced their average resolution time by 35% compared to 2022.

Top 5+ Shopify Apps to prepare for your BFCM

Moose: Live Chat WhatsApp, FAQ

MooseDesk is the top-recommended customer support and helpdesk app, trusted by Shopify merchants worldwide to deliver exceptional customer support. MooseDesk provides a powerful yet intuitive platform to manage customer inquiries through Omnichannel support hub: Live chat, WhatsApp, SNS, FAQ templates & Helpdesk. 

Whether you are a small business or a growing enterprise, MooseDesk offers the tools you need to provide professional, efficient customer service that makes customer support easier for your team and profitable for your business.

Key Features:

• Omnichannel: Manage Livechat, FAQ & Contact Us pages, Email, Helpdesk in 1 app
• Redirect button: Facebook, WhatsApp, Messenger, Instagram & more
• Mobile app: Stay alert with sound notifications. Reply to customers on the go
• FAQ Builder: Pre-built FAQ & Contact Us templates, product FAQ. 1-click set-up
• Order management: Create order in-app, Tracking Order integration, delivery date

🎁 Exclusive Offer: This BFCM 2024, grab an incredible deal from MooseDesk – Get up to 300 FREE support tickets in the first month – Save $100 instantly! Forward the promotional code to our support team to get assistance

👉 Claim your BFCM discount now: Promotional Code MDBFCM24

 EComposer Landing Page Builder

EComposer is the most powerful Shopify page builder, packed with features to help you create beautiful, high-converting store pages. Its easy drag-and-drop editor gives you everything you need to design any page or section you can imagine!

Key features: 

• Build any page & section: landing to home page, collection page, product, etc.
• A live drag-drop page builder that is easy to use, no coding, Shopify-standard UI
• 300+ Conversion-focused Templates for any niche and any business size.
• 25+ Built-in extensions: Frequently Bought Together, You Might Also Like, Predictive Search and more. 
• Dedicated Customer Support Team: 24/7 Live chat support always ready to help.

🎁 Exclusive Offer: This BFCM 2024, to help you hit your sales goals, MooseDesk and EComposer have teamed up to bring you the best deals and tools for success:

Up to 40% OFF EComposer Page Builder for the first 3 months on all paid plans!

👉 Claim your BFCM discount now: Claim Discount

Note: The offer is valid for new sign-ups and upgrade only

Foxify Smart Page Builder

Foxify is the leading conversion-focused Shopify page builder, trusted by merchants worldwide to create stunning and high-converting pages. Foxify provides an intuitive Canva-like interface with complete design freedom, allowing you to build any page you can imagine without coding. 

Whether you’re creating landing pages, homepages, or product pages, Foxify delivers the tools to design beautiful, conversion-optimized pages effortlessly.

Key Features:

• 150+ stunning and high-converting templates: Quickly create and launch landing pages, homepages, product pages, collections, and blogs
• Advanced analytics and reports: Monitor and optimize your pages with page metrics and sales performance data to better understand your customers and boost results
•  Built-in upsells and cross-sells extensions: Easily grow your store with 50+ extensions, from Filters, Recently Viewed Products, Product Quick View, Sticky Add-to-Cart, and more
• AI-driven Fox Magic: Create and translate page content free and easily 

🎁 Exclusive Offer: MooseDesk merchants can enjoy an exclusive 20% OFF for 3 months on all paid Foxify plans. Simply redeem this offer in Pricing Page. 

👉 Claim your BFCM discount now: Code FOXMOOSEWIN2024

Note: The offer is valid for both new sign-ups and existing merchants until 24/12/2024

UpPromote Affiliate Marketing

UpPromote is the top-recommended affiliate and referral marketing app on Shopify, trusted by merchants worldwide to boost sales and customer loyalty. UpPromote allows you to easily set up, manage, and grow your affiliate marketing program with automated features and customizable options. Whether you’re just starting or looking to scale, UpPromote provides the tools to engage affiliates and drive revenue effectively.

Key Features:

• Customize everything matching your brand: affiliate portal, link, sign-up page
• Show the refer-a-friend program as a widget, landing page, or post-purchase signup
• Seamlessly track referral orders via affiliate links, coupons, connected emails
• Motivate affiliates effectively: auto-discount, bonus, gifts, store credit, MLM
• Automate your affiliate program process: PayPal auto-pay, Auto-tier Commission

🎁  Exclusive Offer: 

MooseDesk merchants can enjoy an exclusive 20% OFF on all paid UpPromote plans. Simply click the special link provided to apply the discount automatically.

👉 Claim your BFCM discount now: Claim it 

Note: The offer is valid for new users only until  21/12/2024

Ako Loyalty Retargeting CRM

Akohub is an all-in-one marketing app that empowers Shopify stores with loyalty programs, marketing funnels, and retargeting features. Akohub’s mission is to help businesses thrive by enhancing customer retention, repeat purchases, and sales, offering a comprehensive suite of tools for e-commerce success.

Key Features:

• Ako Loyalty Program will help you encourage repeat purchases with VIP tiers, referrals, and one-click social login.
• Ako Retargeting helps you win back lost customers and turn them into loyal customers.
• Ako CRM Dashboard helps you gain deeper insights into your customer behavior, financial performance, and marketing strategies.

🎁 Exclusive offer: Enjoy a 30-day free trial on all plans by using AKOBFCM2024MOOSE at checkout on Ako’s service plans page. Make your BFCM campaign a success!

👉 Claim your BFCM discount now: Claim Discount 

Note: The offer is valid for  both new sign-ups and existing merchants until 15/12/2024

TrackingMore Order Tracking

TrackingMore is the top-recommended order tracking app on Shopify, trusted by merchants worldwide to transform their post-purchase experience. TrackingMore allows you to easily track orders in real-time across 1,300+ carriers worldwide, with automated updates and customizable options.

With TrackingMore, you can manage all your orders from a single dashboard, customize tracking notifications to reflect your brand, and even boost sales by offering product recommendations during returns.

Key Features

• One-stop Order Management: Monitor and manage all your orders from a single dashboard, enhancing operational efficiency.
• Branded Page: Boost brand awareness and customer loyalty with customized tracking pages and notifications.
• Discount Upsell: Increase repurchase rates by recommending products and offering discounts during the customer return process.
• Email Notification: Customize notification templates and email notifications to improve your operational efficiency.
• Dropshipper Support: Tailored features for dropshippers, including options to hide or replace logistics information.

🎁 Exclusive offer: 

Enjoy an exclusive 20% OFF for 3 months on all paid TrackingMore plans. Simply click the special link provided to automatically apply the discount. 

👉 Claim your BFCM discount now: https://affiliate.trackingmore.net/?ref=DiAY5MK4 

Note: The offer is valid for both new sign-ups and existing merchants until 31/12/2024

Qikify BOGOS Free Gift Discount 

Qikify Discount Buy X Get Y BOGO Gift is an all-in-one discount app. Trusted by thousands of Shopify merchants, Qikify helps boost your store’s AOV with various promotion discount types. From BOGO to product bundles and tiered discounts, this powerful app has everything you need to drive customer spending and increase conversions effortlessly.

Key Features:

• BOGO & Buy X, Get Y: Attract more purchases with customizable offers.
• Product Bundles & Volume Discounts: Bundle products or offer tiered discounts to encourage larger orders.
• Upsurge Recommendations: Upgrade options to improve sales without extra effort.
• Free Gift with Purchase: Reward shoppers with gifts when they reach a spending threshold.
• Order Goal & One-Click Cart Upsell: Engage customers and motivate higher-value carts.

🎁 Exclusive offer: For this BFCM season, claim your exclusive discount with code QIKIFYXMOOSE30 and unlock all of Qikify’s powerful promotion types. 

 👉 Claim your BFCM discount now:  Promotional Code QIKIFYXMOOSE30

Note: This deal is available for both new and existing merchants until December 31, 2024.

Avis Product Options, Variant  

Avis is the ultimate solution for Shopify merchants looking to break the 100-variant limit and create a fully customized shopping experience that converts. With Avis, you can easily add unlimited, sales-driven options to your product pages, making them more engaging and tailored to your customers’ needs.

Key features: 

• Dynamic Custom Options: Choose from 30+ versatile option types to personalize every product (Color and Image Swatches, Text fields, File Uploads, Size Charts, and more)
• Smart Price Add-Ons: Increase revenue with optional add-ons and bundle pricing for specific variants.
• Easy Setup, No Code Required: Get started quickly with a seamless setup, ready-to-use templates, and bulk-edit capabilities.
• 24/7 Dedicated Support: Access live chat assistance anytime, so you’re always covered, especially during peak sales seasons.

🎁 Exclusive offer: Enjoy an exclusive 20% Off Your First Month’s Subscription! Simply subscribe and the discount will be automatically applied at checkout.

 👉 Claim your BFCM discount now: short.moosedesk.com/DyYX8h 

Note: This deal is available for both new and existing merchants until December 31, 2024.

LAI Product Reviews 

LAI Product Reviews is a trusted product review solution verified by over 110,000 installations, a 4.9 rating and more than 2,000 reviews on Shopify App Store. To enhance your social proof, we provide tools to import reviews from multiple e-commerce platforms and collect reviews from your real orders. LAI also creates customizable layouts to best match your unique design arrangement. 

Key Features:

• Multi-source imported reviews: Import reviews from Amazon, AliExpress, Walmart, Dsers and CJDropshipping
• Auto collect reviews: Send emails automatically to collect reviews from your orders
• Diverse design options: Display reviews in different layouts on any pages of your stores
• Essential integration: Showcase reviews on Google search result and Google shopping to enhance your brand’s credibility
• Dedicated support team: Resolve all your questions quickly and enthusiastically

🎁 Exclusive offer:  Enjoy our premium features with 33% off of any monthly paid pricing plan! Go to this link or contact support for code redemption.

 👉 Claim your BFCM discount now: LAI – Moosedesk – 33%offBFCM. 

Note: This offer is valid for both existing and new users and will be expired on December 31st, 2024

SearchPie SEO & Speed Optimize

SearchPie App is the perfect app for your dream to climb higher on search results and attract traffic. SearchPie provides easy tools to help you optimize SEO, rank higher and increase your audience volume.

Key features:

• SEO Report: Detect all issues via smart SEO reports for stores & landing pages

• SEO & Traffic Booster: Boost up your traffic and site ranking with Rich Snippet JSON-LD, Meta Tags, Image ALT Tags, Backlink

• Speed OptimizerAMP: Increase your speed loading page and enhance user experience with, Image Compression, Instant Page

🎁 Exclusive offer: Enjoy the exclusive deal of  20% OFF ALL PLAN discount. The discount will automatically apply at your checkout

👉 Claim your BFCM discount now: https://partners.secomapp.com/apps/20off/searchpie/MOOSEDESKBFCM
Note: This deal is available for both new and existing merchants until December 31, 2024.

Cross Sell & Upsell

Cross Sell & Upsell is a top-rated Shopify app that helps merchants maximize revenue through strategic cross-selling and upselling. Tailor product recommendations to boost sales with Cross Sells, Upsells, and Bundles featured in 8 key locations! 

With a proven track record and over 900 glowing reviews, Cross Sell & Upsell delivered remarkable results in 2023, driving over 400,000 converted cross-sell recommendations and generating $9.8M+ in revenue for Shopify merchants.  

Join thousands of successful stores and take your upselling strategy to the next level!   

 Key features: Boost your store’s sales with cross-sells, upsells, pop-ups, and personalized recommendations in 8 strategic locations:  

• Product Page  
• Cart Page  
• Upsell Pop-Ups  
• Post-Purchase Page  
• Home Page  
• Collections Page  
• Checkout Page  
• Bundle Discounts  

🎁 Exclusive offer:  Boost sales this Black Friday with upsells, cross sells, pop-ups and more! Enjoy 30% OFF on monthly plans for new installs. Claim your discount now with code 

👉 Claim your BFCM discount now:  Promotional Code CSELL30OFF

Note: This offer is valid forever for as long as the app is installed