How eCommerce Brands Can Overcome the 10 Biggest Black Friday Challenges
Written by knottedcommerce
1. Website Crashes & Bottlenecks
The Problem: Black Friday’s surge in traffic can overwhelm unprepared websites, causing data bottlenecks, and leading to site downtime or poor performance.
Solution: To prevent bottlenecks, invest in scalable eCom solutions that adapt to high traffic. Leverage tried and trusted eCommerce solutions such as Shopify, supported by an iPaaS such as Patchworks to streamline data flows. Run extensive stress tests beforehand to uncover and prevent vulnerabilities during crucial sales periods. Implement Content Delivery Networks (CDNs) to distribute traffic more efficiently and reduce server load.
2. Inventory Management & StockOuts
The Problem: Inaccurate demand forecasting can result in stock shortages, oversells, or excess inventory, all of which are detrimental to profitability.
Solution: Leverage predictive analytics to forecast demand based on historical data and current market trends. Utilise real-time inventory management software with automated alerts for low stock levels such as NetSuite, Unleashed or Brightpearl. Diversify your supplier base to reduce dependency on a single vendor, and establish backup options to manage potential delays.
3. Order Fulfilment
The Problem: High order volumes during Black Friday can strain fulfilment and shipping processes, leading to costly delays.
Solution: Streamline your fulfilment workflow before Black Friday. Partner with dependable logistics providers and consider third-party fulfilment such as SCEND if in-house operations can’t scale. Utilise a reliable WMS system for processes such as pick and packing. Be transparent with customers by providing clear shipping timelines and real-time tracking updates to reduce support inquiries. Even consider a shipping automation software such as Shiptheory to easily reduce manual labour and improve efficiency.
4. Payment Processing Issues
The Problem: High transaction volumes can lead to failed payments or slow processing, driving up cart abandonment.
Solution: Collaborate with payment processors equipped for high transaction volumes and integrate multiple payment gateways to balance the load. Optimise the mobile checkout process and rigorously test various payment scenarios, including discounts and refunds ahead of time to ensure seamless transactions.
5. Strategic Selling
The Problem: Black Friday’s competitive landscape can trigger aggressive price cuts, squeezing profit margins.
Solution: Stand out by offering unique value propositions such as exclusive product bundles, loyalty rewards, or personalised experiences rather than steep discounts. Spread out your Black Friday campaign to 2 or 3 weeks and leverage data-driven marketing to strategically target audiences, maximising your sales period’s effectiveness.
6. Customer Service Overload
The Problem: An influx of orders can overwhelm customer service teams, impacting response times and customer satisfaction.
Solution: Implement chatbot solutions or AI-driven customer service tools such as Digital Genius to manage routine inquiries about order status, returns, and FAQs. Reduce customer tickets requesting changes to their orders with Order Editing – plus enjoy additional upsell opportunities!
7. Returns & Refund Management
The Problem: Increased sales often mean higher return volumes, which can be notoriously messy to manage – leaving data discrepancies and unhappy customers.
Solution: Streamline your returns process with industry-leading tech such as Reveni. Offer an easy-to-navigate returns section on your online store and consider incentivising store credits or exchanges to minimise revenue impact.
8. Inaccurate Demand Forecasting
The Problem: Poor demand forecasting can lead to stock issues and impact profits.
Solution: Use historical sales data, current trends, and customer insights for more precise demand predictions. Leveraging an iPaaS to ensure complete and accurate data in collaboration with a BI tool will provide you with actionable insights during high-volume sales periods. Work closely with suppliers to secure stock in advance and have flexible inventory strategies such as temporary warehouses or on-demand production to adapt quickly.
9. Cart Abandonment
The Problem: Cart abandonment spikes during Black Friday due to slow load times, complex checkouts, or second thoughts.
Solution: Streamline your checkout process by minimising the number of steps and allowing flexible checkout options (such as “continue as guest”). Use abandoned cart emails or retargeting ads to remind customers of their pending items. Limited-time offers or free shipping incentives can help convert abandoned carts into completed purchases.
10. Last Minute Technical Issues
The Problem: New systems, increased infrastructure strain or discount codes can lead to unforeseen technical issues.
Solution: Test all new integrations, discount codes, and third-party apps well before Black Friday. Leverage a dedicated technical support team such as Knotted Commerce to prepare your solutions and be on standby to resolve problems quickly.
So there you have it, 10 of the most common challenges that we see eCommerce brands experiencing during that all important Black Friday period. If you’re looking for integration services and support that can alleviate some of these challenges then get in touch with us below to chat with our team of specialists.
Do you want to overcome these challenges for Black Friday, Peak Periods and beyond?
Then book in a chat with one of our experts today!