Before Black Friday or Christmas, Zendesk helps you prepare and organise your customer support team. With planning and reporting tools, you can anticipate spikes in activity, adjust staffing levels, and distribute tickets efficiently. Real-time dashboards help you stay in control, even during the busiest moments.
With Zendesk, automation becomes your best ally. Automatic replies, macros, and AI agents handle recurring requests instantly — order tracking, delivery times, returns, and more. This frees up your agents to deal with more complex cases while ensuring customers receive an immediate first response, even outside business hours.
During Black Friday and Christmas, customers reach out through every possible channel — email, chat, social media, or phone. Zendesk’s strength lies in centralising all these interactions on one platform. Your teams can respond quickly, track conversation history, and provide a seamless experience, no matter which channel the customer chooses.
Even during peak periods, personalisation remains key. Zendesk gives each agent quick access to a customer’s profile and history, allowing them to provide tailored responses and strengthen loyalty. A customer who feels well looked after — even during the rush — is more likely to return after the holidays.
Once the storm has passed, Zendesk provides detailed reports on your customer service performance — average response time, first contact resolution rate, customer satisfaction, and more. These insights are invaluable for identifying strengths and areas for improvement, helping you prepare for future busy periods.
Zendesk is an essential partner for having your customer service on track during Black Friday and the Christmas season. Preparation, automation, multichannel support, and performance analysis — everything you need to deliver an excellent customer experience, even under pressure.
Retail |
Travel & Hospitality |
| Hypermarket Chain | Yotel |
| Jules | ACCOR |
| Carrefour | TUI |
| Sofacompany | Edinburgh Airport |