What 9,000 Black Friday conversations taught Parcelly
Two agents on shift, 9,000 conversations, no backlog on Monday. How Parcelly prepared for its busiest weekend.
Leila Haddad
VP Customer Success
5 min read
Every November Parcelly's order questions tripled. Last year they hired four temporary agents. This year they didn't.
Two weeks of preparation
The team connected Relay to Shopify, rewrote their shipping and returns pages as short answers, and ran review mode for a week to catch anything odd.
The weekend
Relay answered 9,000 conversations. The two agents on shift handled the 600 that needed a person, mostly damaged items and gift messages.
“Monday was the first post-Black Friday Monday with an empty queue,” says COO Daniel Okafor.
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Leila Haddad
VP Customer Success
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