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I know, I know. It’s August. Black Friday feels far away.

But if you work in CX/CS, BFCM prep starts now.

Every year, brands spend months forecasting sales, planning inventory, prepping campaigns, and getting promos ready — but CX can sometimes get left until the last minute.

And then the orders start rolling in. And so do the tickets. 😅

So, let’s not do that this year.

I shared some of my thoughts on getting your CX team ready for BFCM over on X.

But there’s one part of BFCM planning I want to dig into a little more here: figuring out how much CX support you’re actually going to need.

Pull up last year’s BFCM numbers and compare your order volume to your CS ticket volume.

Then look at your company’s order predictions for this year and use that to estimate what your upcoming ticket volume could look like.

While you’re looking back, ask:

You already have valuable data from last BFCM. Use it.

Once you have an estimate, ask yourself:

Can our current team actually handle it?

And not just get through the queue — can they maintain the level of CX you want your customers to receive?

Maybe you need another long-term team member. Maybe you just need temporary support through peak season.

Either way, don’t wait until your queue is on fire to figure it out. 🔥

And yes, here comes the agency plug. ☺️

Need long-term or temporary, quality CX staff? We can help.

Book a call with Inevitable Agency and let’s get your team ready before BFCM hits.

If AI is going to play a role in your CX strategy this holiday season, so start training it now!

And I don’t just mean AI answering tickets. Think about how your CX/CS team is using AI throughout their workflow to eliminate repetitive work, move faster, and make better decisions.

This isn’t something you flip on in November and expect to magically work. It needs training, reviewing, feedback, and management — just like a human teammate.

Train now. Test now. Fix it now.

Then when BFCM hits, your humans and your AI are ready.

What’s one thing your CX team learned from last BFCM that you’re changing this year?

Hit reply and tell me! 👀

Lots happening behind the scenes right now!

I've been working on my affiliate playbook launch, and I'm very excited to finally start giving you some sneak peeks of what I've been building. 👀 More on that very soon.

BUT a funny story to go along with that...

I've been using Canva to design and publish everything, but apparently SOMEONE on my team also uses our company Canva account for her cat. 😂

So naturally, my very professional playbook work is now sharing a home with Rivers content.

(Follow River on Instagram)

We have new Let's Laugh About It episodes pending, which is very excitingggg. 🎉

While we get those ready, there are plenty of past episodes to catch up on (or rewatch 👀)

Listen / Watch Here:
YouTube
Spotify
Apple Podcasts
Instagram

Apparently we give away TOO much information in our CX audits?

We love to do it. 😂

Our audits give brands an outside look at what's happening in their customer experience — what's working, what could be better, and where there are opportunities to make CX more efficient for both the customer and the team.

If your CX could use a second set of eyes — especially before BFCM — book an audit with the Inevitable Agency team.