By Melvin Hipolito
Publication Date: 2025-11-21 10:14:00
During the Black Friday and Cyber Monday trading boom, retailers are under increased pressure to respond to customer demand and deliver seamless experiences. As shoppers move between online platforms and physical stores, efficient processes and robust technology are critical factors for both customer satisfaction and operational security.
Challenges in customer support
The increase in customer interactions on Black Friday increases the demand for fast and accurate support. As website traffic, contact center calls and social media inquiries increase, retailers must manage volume without compromising service quality. With increasing expectations for fast and consistent customer service, adopting advanced technology is critical for many businesses.
“Every year, retailers see a huge surge in customer demand on Black Friday – and this typically continues into the run-up to Christmas as shoppers flood websites, contact centers and social channels in search of…
