Black Friday is here and eDesk is here for you! To support our favorite eCommerce sellers, here are some features to help you manage the busy season smoothly:
Managing the Volume Surge
eDesk Mailbox with AI-powered categorization - All your incoming tickets are automatically classified by urgency and type, so critical Black Friday issues like payment failures or shipping problems can be quickly sorted to get immediate attention.
Bulk actions - Select and resolve multiple similar tickets at once, whether it's 50 people asking about the same out-of-stock item or confirming shipping delays, saving hours of repetitive work during peak periods.
AI Agent - Let AI handle common Black Friday queries like order status, return policies, and promo code questions 24/7, instantly resolving routine tickets without human intervention so your team can focus on complex customer issues that need a personal touch. *requires AI Assist/learn more here
Preventing Issues Before They Start
Customer view in every ticket - Keep buyers informed with tracking and order details, without having to have a hundred tabs open. Your ticket view includes the information you need to help your Black Friday shoppers.
Multi-channel management - Monitor customer queries from Amazon, eBay, Shopify, social media and email in one unified inbox, ensuring no Black Friday customer falls through the cracks regardless of where they contact you. Visit the eDesk app store to make sure all your channels are connected.
SLA management & alerts - Set response time targets for Black Friday and get flagged when tickets are at risk of breaching, plus identify potential problem orders early (payment issues, inventory shortages, delayed shipments) so you can resolve them proactively.
Reporting & Optimization
Real-time analytics - Track response times, ticket volume, and resolution rates as they happen, so you can quickly shift resources if one channel gets overwhelmed during Black Friday flash sales.
Team performance metrics - See which team members are handling the highest volumes and maintaining quality, helping you identify who might need backup during the busiest hours.
Post-Black Friday insights - Review detailed reports on peak traffic times, most common issues, and team efficiency to refine your strategy for Cyber Monday and next year's holiday season.
Good luck and enjoy the holiday season! From all of us at eDesk—you've got this, and we've got your back. Remember, our support team is here if you need help maximizing these features during the rush.