Customer queries increased by over 47% during Black Friday week, indicating record sales

27 November 2017 – Customer queries to retailers and logistics partners increased by over 47% in Black Friday week (Monday – Friday 24 November, vs same week in 2016), according to customer communication platform Gnatta

Gnatta, which manages customer interactions for retailers including ASOS, AO and Missguided, saw a record number of customers contacting retailers to handle everything from stock inquiries to fashion advice.

Increasing numbers of these interactions happened across webchat (38%), a shift from last year when social media accounted for nearly 50% of all queries and webchat for 26%. Social media accounted for 37% of queries this year. This points to a shift towards faster resolution, as customers increasingly expect to receive an immediate response.

Initial estimates indicate that this year’s Black Friday was set to beat all records, with IMRG predicting that sales would be up 9% on 2016.

Gnatta’s figures indicate that final sales tallies will be even higher as customer interactions have increased by 47% over last year.

[clickToTweet tweet=”“The way customers communicate with retailers is changing…'” quote=”“The way customers communicate with retailers is changing…'” theme=”style3″]

Jack Barmby, founder and CEO of Gnatta said: “The way customers communicate with retailers is changing. People expect an instant response on any channel. They want a retailer to know about previous conversations they’ve had, and to be able to connect the dots across channels. A good retailer will be able to deliver that. Great customer experience differentiates a brand. If you’re going to sell more products, you need to be able to handle more customer queries, too.

“Retailers need to be ready to deal with customers seamlessly across multiple channels – phone, social media, messenger, webchat, email, the lot. ”

+ posts

Head of #Digital #Innovation @CompareTheCloud - Every Day #Creating #SilverLinings.

Unlocking Cloud Secrets and How to Stay Ahead in Tech with James Moore

Newsletter

Related articles

Is sustainability ‘enough’ from a Cloud perspective?

The idea of uprooting entire sustainability initiatives that took years to formulate and deploy is unsettling for businesses but, in truth, it doesn’t have to be so revolutionary.

AI Quantum and IP Security Shaping Innovation

As technology continues to evolve, the boundaries of possibility...

How GenAI can tackle challenges in Software Engineering

When it comes to software management, developers face a...

Ensuring Seamless Data Shopping in 2025 

This combination can drive a business’s data culture and provide a structured approach for businesses to benefit from data intelligence across their operations, with only a few clicks.

We’re in a Decentralised AI Revolution

Open-source AI promises to address a lot of the...