Black Friday: Its stunning impact on phone calls

Black Friday infographic

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!

Nimbata Black Friday fact 1

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

Nimbata Black Friday fact 2

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

Nimbata Black Friday fact 3

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.

View the full Infographic

Nimbata Black Friday