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How Zendesk supports your customer service during Black Friday and Christmas
Busy periods like Black Friday and Christmas holidays are a challenge for customer service teams. Organisations must be well-prepared for a surge in request volumes, the expectation for quick responses, and the need to deliver a flawless experience. That’s where solutions like Zendesk make all the difference.
Get ready for the peak season with our Zendesk and CX experts
Anticipate the increase in demand
Before Black Friday or Christmas, Zendesk helps you prepare and organise your customer support team. With planning and reporting tools, you can anticipate spikes in activity, adjust staffing levels, and distribute tickets efficiently. Real-time dashboards help you stay in control, even during the busiest moments.
Automate customer support to save time
With Zendesk, automation becomes your best ally. Automatic replies, macros, and AI agents handle recurring requests instantly — order tracking, delivery times, returns, and more. This frees up your agents to deal with more complex cases while ensuring customers receive an immediate first response, even outside business hours.
During Black Friday and Christmas, customers reach out through every possible channel — email, chat, social media, or phone. Zendesk’s strength lies in centralising all these interactions on one platform. Your teams can respond quickly, track conversation history, and provide a seamless experience, no matter which channel the customer chooses.
Personalise and build loyalty
Even during peak periods, personalisation remains key. Zendesk gives each agent quick access to a customer’s profile and history, allowing them to provide tailored responses and strengthen loyalty. A customer who feels well looked after — even during the rush — is more likely to return after the holidays.
Analyse support performance and improve
Once the storm has passed, Zendesk provides detailed reports on your customer service performance — average response time, first contact resolution rate, customer satisfaction, and more. These insights are invaluable for identifying strengths and areas for improvement, helping you prepare for future busy periods.
In summary
Zendesk is an essential partner for having your customer service on track during Black Friday and the Christmas season. Preparation, automation, multichannel support, and performance analysis — everything you need to deliver an excellent customer experience, even under pressure.
Read Zendesk case studies from peak season industries
Retail |
Travel & Hospitality |
| Hypermarket Chain | Yotel |
| Jules | ACCOR |
| Carrefour | TUI |
| Sofacompany | Edinburgh Airport |