How to Use an AI Helpdesk for BFCM Customer Support Success - Klaviyo
2026-03-10 22:00 Diff
https://www.klaviyo.com/uk/blog/how-to-improve-customer-support-with-ai-helpdesk

Black Friday Cyber Monday (BFCM) is one of the biggest shopping weekends of the year. In 2024, Klaviyo customers received 1.3 million orders in a single hour on Black Friday.

With a rapid uptick in orders, customer support teams are often overwhelmed. Customers are active and reaching out across multiple channels—and they want fast, personalised support.

During a high-volume season like BFCM, efficiency is the priority for service teams. When you’re forced to chase down snippets of conversation across email, chat, text, and social media, you’re losing valuable time they could be spending on resolving complex issues.

Klaviyo Helpdesk, an AI-powered workspace built for fast resolution and smart selling opportunities, empowers support agents to serve customers across channels with full conversational and historical context, all in one place.

Here’s how ecommerce brands can use Klaviyo Helpdesk to deliver stellar BFCM customer service and drive repeat revenue into the following year.

1. Resolve tickets faster during the BFCM rush

According to Klaviyo’s future of consumer marketing report, 38% of consumers expect a customer service response within 4 hours.

During BFCM, when volume is up across so many channels, meeting these expectations can seem like an impossible task if your team is constantly switching between screens and software platforms to fulfill requests.

For a single ticket, an agent may need to:

  1. Ask the customer their order number.
  2. Log into an order management system to find the order.
  3. Log into a loyalty program system to find a customer’s points status.
  4. Reach out to marketing to confirm BFCM promotion details and customer eligibility.
  5. Respond to the customer.

Between the context switching, waiting for responses, and looking for answers, all that work might take hours.

With Klaviyo Helpdesk, all customer interactions and data live in one place. Every conversation includes the customer’s complete data profile, order information, and previous conversations across email, chat, SMS, WhatsApp, and social. This way, you keep service interactions both personalised and fast.

The bottom line: With Klaviyo Helpdesk, your support agents don’t need to search across dozens of sources to get all the information they need to resolve tickets. This helps improve response times and customer satisfaction.

“Klaviyo Helpdesk has transformed how we manage support,” says James Nicholas, founder of US Park Pass. “Its lean approach to ticket management, combined with the rich customer data already inside Klaviyo, lets us resolve issues faster and at an overall higher level of quality than with our previous platform.”

2. Automate customer support to reduce tickets and workload

According to Gorgias, when customer service teams use automation, they see a 37% reduction in first response time, a 52% decrease in resolution time, and 27% lower ticket-to-order ratios. These teams also see a 36% increase in repeat purchases.

Service task automation is especially important during BFCM. Support teams are dealing with higher ticket volumes, more potential purchase decisions, and a lot of first-time customers who are forming their first impression of your brand.

Customer service teams can use Klaviyo Helpdesk to automate parts of the BFCM support process by auto-tagging and routing tickets based on customer context and keywords.

The bottom line: By automating points of transition during the service process, customer support teams can manage higher volumes during BFCM without sacrificing service quality.

3. Turn service interactions into BFCM sales

During support conversations, agents learn a lot about customers. Your helpdesk should be a place that generates data through those conversations, then feeds them back into your CRM and other platforms through integrations.

As part of a unified customer profile, your support agents can see real-time data points like:

  • Order history
  • Loyalty tier
  • Marketing engagement reviews
  • Past support conversations

The data feedback loop can lead to more granular personalisation, which can then lead to more revenue.

For example, during a support conversation that’s going well, an agent may see that a customer has wishlisted an item in their customer hub account. If there’s a BFCM deal running for that item, the agent may be able to notify the customer during the interaction—and generate BFCM revenue your brand would have otherwise missed out on.

The bottom line: During BFCM, your brand is gathering more customer data than you do in a typical month or even quarter. Because Klaviyo Helpdesk is embedded in the same system as your customer data platform, you can drive more revenue during service interactions that are informed by past purchase and browsing behaviour.

“Customers get a smoother, more personal experience, and support is no longer a grind for my small team,” Nicholas says of Klaviyo Helpdesk. “We can focus on growing the business while delivering better service at the same time.”

4. Unify AI agent and live agent conversations across channels

Customers today expect self-service and quick AI answers from the brands they shop with. In our research for Klaviyo’s 2025 AI shopping index, we found that 78% of consumers have used AI tools while shopping in the past 3 months, and 56% plan to use AI shopping assistants during BFCM.

Klaviyo Helpdesk centralises AI and human support interactions across multiple channels. And with tools like Klaviyo’s Customer Agent, escalations flow directly into Helpdesk with full conversation context preserved. This is crucial during BFCM, when AI conversations are happening at higher volume.

With Klaviyo Helpdesk, you can centralise BFCM support conversations from every channel in one place, allowing you to:

  • Bring AI and human agents together in a single workspace.
  • Centralise AI and human support across email, chat, text, and social media DMs, so cross-channel conversations happen more smoothly.
  • Communicate between support and marketing teams with shared context.

The bottom line: AI can answer a lot of common questions, but complex queries and VIP customers require a human touch. Klaviyo Helpdesk helps you make sure your human agents are operating with full context from AI conversations, so customers feel cared for during the hand-off.

5. Retain new BFCM customers with team alignment

BFCM is one of the best opportunities for brands to grow. Shopify merchants reached $11.5 billion in sales during BFCM in 2024, up 24% YoY.

But BFCM is about more than the holiday itself. With more first-time buyers discovering brands, it’s a fantastic opportunity to create repeat revenue into the following year.

This is why it’s so important that your marketing teams are operationalising the data generated from helpdesk interactions—so they can personalise their campaigns to how customers prefer to be served.

Think of Klaviyo Helpdesk as the central location for all support interactions. Because the workspace is embedded in the same system as your customer data and marketing automation, it opens up more opportunities for revenue through sheer team alignment.

Use Klaviyo Helpdesk data to:

  • Trigger automated flows based on BFCM conversations, such as review requests, win-back messages, or replenishment reminders.
  • Build customer segments based on positive or negative sentiment during support conversations.
  • Automatically pause marketing campaigns when support tickets are open, then resume promotional messages once issues have been resolved.
  • Post-holiday, re-engage customers with personalised offers based on BFCM purchases.

The bottom line: When customer support and marketing work together with shared data, you can turn support moments into re-engagement opportunities—and generate repeat revenue after BFCM is over.

Drive more BFCM revenue with Klaviyo Helpdesk

BFCM is too high stakes to deliver anything but your best service. When your customer support team has access to an AI-powered helpdesk with all the customer data they need to serve shoppers quickly, you raise the bar on what great service can look like—and transform your service team from a cost centre into a revenue driver.

With Klaviyo Helpdesk, brands can:

  • Support customers quickly across channels. Switch between email, chat, SMS, and social within one unified inbox, so cross-channel conversations feel uninterrupted on the customer’s end.
  • Converse in any language: Helpdesk supports two-way conversations in any language as long as both customer and agent use the same one.
  • Work smarter at scale. Assign, tag, and resolve tickets with AI automation, smart routing, and macros that keep your team fast and consistent.
  • Serve customers with full context. Every conversation includes complete profile, order, and marketing data—so replies are accurate, personal, and on-brand.
  • Drive more revenue with service. Turn support into re-engagement by triggering flows, building segments, or pausing campaigns when issues arise.

Reimagine your BFCM service experience with Klaviyo Helpdesk.

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