In 2020, the ability for brands to offer eCommerce became critical—84% of consumers made their purchases digitally, and Black Friday and Cyber Monday (BFCM) far surpassed industry records.
Drawing from the 200 million brand interactions that took place within Ada’s platform during Black Friday and Cyber Monday (BFCM) in 2020, we’ve pulled out the six most important lessons to guide your CX investments for the upcoming shopping season:
Leverage automation to help your customers help themselves
Prepare for inquiry spikes that start before BFCM and last through the holidays
Favor chat over other kinds of brand interactions
Focus on proactive engagement for revenue generation
Create more meaningful brand interactions with hyper-personalization
Get social with your customers
Download the report to learn more.
Hundreds of industry leaders automate with Ada
customers want convenient and highly personalized experiences when they interact with a brand
customers are more likely to engage and spend money with a brand that provides a good customer experience
consumers are more loyal to brands that provide personalized experiences across the customer journey
CX Lessons Learned From Studying 200M Conversations on Black Friday and Cyber Monday