Black Friday impact on phone calls

Did brands manage to handle demand?


It was not “Black” Friday, it was frenzied, actually!

Millions of people all over the globe flooded physical and online stores to tap into the discounts that almost every shop, generously or not, offered

… and you were one of them, admit it!

Well, Black Friday not only revealed some very significant marketing insights but also unveiled weak spots in terms of businesses’ ability to handle demand. The following figures speak volumes!

Not a call agent’s typical Friday!

We compared phone calls placed on Black Friday with those from a regular Friday. Requests for electronic devices, apparel, shoes, sofas, beds and kitchen appliances were among the most called for!

Quality of calls increased

Consumers not only placed more calls, but also talked with brands for longer than usual, a good indication of a more engaged and high-quality sales lead.

Brands not ready to handle demand

Brands seemed to be taken by surprise and not able to handle this high demand through calls. Surprisingly the percentage of unanswered calls on Black Friday, skyrocketed compared to a typical Friday.

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