How to optimize Black Friday logistics to improve the customer experience?

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Another major challenge is meeting expectations for speed of delivery. Today, consumers are looking not only for the best price, but also for fast delivery and real-time order updates. Meeting these expectations is essential to drive satisfaction and loyalty.

Real-time updates : Keep your customers informed about the status of their order with automated notifications, from processing to final delivery. Use their preferred channels, such as WhatsApp Business and RCS , to send automatic order confirmations with clear details, estimated delivery dates, and tracking numbers. WhatsApp Business and RCS are especially useful for sending visual updates with interactive buttons for real-time order tracking.

Partner with logistics providers : If you handle large order volumes, partner with external logistics providers to ensure on-time deliveries. Establishing pre-arranged agreements with shipping companies helps spread the workload and ensure smooth deliveries during the Black Friday sales peak.

Streamline Returns Logistics : Returns management is a critical and often challenging aspect of post-purchase, especially during events like Black Friday. Providing a simple and quick returns process is essential for customer satisfaction. Ensure clear and accessible communication on your site regarding return policies, including available return options, timelines, and steps to follow.

In addition to using automated notifications throughout the returns process, integrating a chatbot into your customer service system can speed up returns management by up to 75%*, according to current CM.com customers.

Integrating a GenAI chatbot allows customers to initiate returns directly from a chat window, guiding them step-by-step and automatically generating return labels or directions to the nearest collection point. Chatbots can also provide quick answers to FAQs about return status or policies, freeing up the customer service team to focus on more complex cases.

How to react quickly and satisfy your customers?
During Black Friday, questions about payments, shipping, or returns increase dramatic cmo email lists stomers from abandoning their purchases due to lack of assistance. It’s not just about being present on multiple channels, but also about maintaining a seamless and consistent experience, no matter where or how the conversation begins.

CM.com’s Engagement Platform allows you to centralize all interactions in one place. This platform streamlines the management of messages from multiple channels and ensures that customer service agents have access to the complete history of interactions, improving efficiency and ensuring that customers don’t have to repeat themselves, reducing frustration and improving brand perception. How?

Omnichannel support on your customers' preferred channels

Consumers often use multiple messaging channels to contact businesses. With Engagement Platform, you can centralize all interactions in one place, offering omnichannel support across WhatsApp, RCS, Facebook Messenger, and more. So you’re there where customers need you.