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Customer experience and support

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The effectiveness of your peak fulfilment can play a huge role in your business performance throughout the months to follow. Enjoy a successful peak, and you could be looking at a new set of buyers that could turn into long-term customers. However, delays, stockouts, or inaccurate orders during peak can have the opposite effect: damaged brand reputation and less chance of repeat business.
Scaling your customer support team is one option, but doing so may leave you with increased staffing levels in quieter periods, or inconsistent levels of service if you outsource. Other options that can lighten the load on your customer support team are to introduce chatbots or AI customer agents to deal with a percentage of tickets, or empowering your customers with self-service options (for instances such as returns).
Offering straightforward returns to your customers can improve the chances of repeat business if items weren’t as expected. On top of a robust returns management solution, there are ways to make returns a little easier on your teams – and your margins. By locating stock closer to your customers, you’ll reduce shipping times and costs, making the returns process easier for all parties during a busy time.

Preparing for those last-mile hiccups

Over in the United States, FedEx's on-time performance dropped to 91.8% in December 2024, compared to 98.3% the year before. Despite on-time delivery being out of your hands, it's vital to have measures in place to handle bad delivery when it occurs, such as providing your customers with self-serve technology that leads to quick resolution.

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