A major mistake during BFCM is failing to monitor all communication channels. According to HubSpot, 90% of customers expect an “immediate” response to their inquiries. During BFCM, response times may lag as businesses manage high inquiry volumes. Ignoring communication channels can lead to missed sales and dissatisfaction. Neglecting communication channels like social media, live chat, email, or phone support creates gaps that competitors could exploit.

How to Avoid This Mistake:

1. Implement Automated Responses: Let customers know their inquiry has been received and a response is on its way.

2. Prioritize High-Traffic Channels: Allocate resources to the most popular channels to ensure efficient responses.

3. Centralize Messages: Use customer service software to manage inquiries from multiple channels in one place.

It’s tempting to overpromise during BFCM to attract customers with offers like “lightning-fast delivery” or “unbeatable discounts.” However, failing to deliver on those promises can severely damage trust. This article found that 76% of customers would switch brands if they felt misled. For example, advertising next-day delivery while knowing inventory or shipping constraints make it impossible can lead to canceled orders and negative reviews.

How to Avoid This Mistake:

1. Set Realistic Delivery Windows: Provide accurate delivery estimates and communicate potential delays.

2. Manage Stock Updates: Keep listings updated in real-time to prevent overselling.

3. Send Proactive Messages: Notify customers of any shipping or stock updates and offer a contact point for questions.

Seasonal hires are often brought in to handle the holiday rush, but untrained staff can cause more harm than good. From providing incorrect information to mishandling customer concerns, lack of preparation can frustrate both customers and permanent employees. A seasonal hire mishandling a high-stakes inquiry due to lack of training could result in lost revenue or a tarnished brand reputation.

How to Avoid This Mistake:

1. Provide Comprehensive Training: Focus on frequently asked questions and escalation protocols.

2. Assign Mentors: Pair seasonal hires with experienced staff for guidance.

3. Use Scenario-Based Training: Prepare staff for high-stress situations with realistic practice sessions.

Preparing your customer service strategy for BFCM is essential to building lasting relationships with customers. By implementing these tips, companies can navigate this high-demand period with confidence, preventing many common issues that surface during peak shopping times. Avoiding key pitfalls—such as neglecting communication channels, overpromising, and failing to train seasonal staff—will not only improve the immediate shopping experience but also reinforce your brand’s reputation as reliable and customer-centric.

At Horatio, we can help you manage customer expectations, reduce the risk of negative reviews, and ensure that each customer feels valued.

Remember, delivering a positive experience during BFCM can turn one-time shoppers into loyal customers who return throughout the year. When customers see that your business values transparency, responsiveness, and professionalism, they’re more likely to recommend your brand to others, boosting both your sales and customer loyalty in the long run.

Contact us to make your brand stand out from competitors and ensure a successful holiday season.