Black Friday Cyber Monday Preparation Checklist
Updated 2 weeks ago
by
Amy Elenius
Preparing for Black Friday Cyber Monday but not quite sure where to start? Look no further! The BFCM Preparation Checklist includes our top tips on how to optimize your account to handle the busy season with ease.
📎 Download a PDF version of the checklist here: Gorgias BFCM Preparation Checklist.pdf
Workshop recording
Website
▢ Establish FAQs (consider including promotion details) and include in quick links
▢ Confirm return/shipping policy pages are correct and available in macros/quick links
▢ Check contact us page is correct (consider including 'open chat' link, business hours and/or response time)
Account
▢ Set business hours
▢ Create views for prioritising tickets based on SLA
▢ Set out escalation process
Chat
▢ Activate quick replies
▢ Activate self service, including eligibility criteria for returns and cancelations
▢ Activate campaigns for cart page and product pages
Macros
▢ Create macro for cancellation, partial refund or free shipping macros (Shopify actions)
▢ Create macro for FAQS (eg. promo details/link to page, BNPL options, out of stock enquiries, etc…)
Rules
▢ Create rule to auto reply to emails (inc. FAQ links, expected response time and urgent escalation option)
▢ Create rule to auto assign/tag escalated tickets
▢ Create rule to auto reply to return/cancelation requests via self service
Team
▢ Consider an incentive for high performance/revenue over the busy period
▢ Consider sending team members a food delivery voucher, free dinner or a gift card if they are picking up extra shifts
▢ Provide team with necessary information ahead of time
eg. promotion details (what is/isn't eligible), responses to anticipated push back (eg. "i bought this full price last week and now it's on sale") and clarification on when they should escalate to a team lead
Outsourcing
If you're looking to increase your support team temporarily to handle the increase in volume we have agencies here to help.
Please visit our agency directory to find a suitable partner near you.
Templates
Views
Ticket by team
Tickets by SLA
Macros
Order status -> shipped
Return/exchange -> return instructions with portal
Return/exchange -> return request without portal
Return/exchange -> Check return eligibility
Refund/exchange -> Partial refund
Order change/cancel -> Check reason for cancellation
Order change/cancel ->Cancel last order
Escalation -> Missing order
Gesture -> Generate $10 gift card (Shopify)
Gesture -> Refund last order shipping cost
Rules
Quick replies - FAQs
Reply: Outside business hour emails
Reply/assign/tag: Escalated tickets
Tag: Business hours
Reply: Self service - Return with portal
Reply: Self service - Return without portal
Reply: Self service - Cancellation
Reply: Order status enquiries for preorders
Campaigns
Contact U
Details
Details
Need more advice? Have further questions or concerns? We're here to talk!
