A customer adds the last item to her cart on Black Friday, enters the wrong password twice, and requests a reset code. She waits. By the time the code arrives, six minutes later, she's already closed the tab, abandoning the purchase.
She's interested, the discount is appealing, and she's ready to buy, but the delayed communication blocks the sale. Your team spent months preparing for the biggest sales weekend of the year, yet the payoff depends on whether the password reset, promo code, and status update all reach the customer on time. During peak season, heavy web traffic can get in the way of timely delivery. By the time you spot the delay, she's already bought from a competitor.
The infrastructure carrying those messages from cart to delivery and beyond can fail at more points along your communications platform than most retailers plan for, and the cost — avoidable support inquiries, lost sales, customers who don't come back — is multiplied across your entire customer base.
Black Friday performance rewards today's prep
Consumers are looking for holiday deals earlier each year. One BCG study found 60% begin looking in October or early November, and Sinch research shows 37% ...