Black Friday: how to prepare the team for the shopping holiday

The Term Black Friday Is Nothing New

Its roots go back to 1950s Philadelphia — but today, it means something completely different (more on that in a moment).

When I think of Black Friday, I think of lower prices, endless campaigns, a day that turned into weeks, then into a full month — and yes, even boycotts.

But we’re not here to talk about boycotts.

Instead, let’s focus on how you can prepare your organization for the upcoming shopping season, which often brings a surge of customer service activity.

A Brief History of Black Friday

The term Black Friday originated in 1950s Philadelphia, when police used it to describe the chaos caused by crowds and heavy traffic as the holiday shopping season began.

It wasn’t until the 1980s that retailers embraced the phrase — giving it a positive twist as the ultimate shopping day filled with major discounts and excitement.

Black Friday in Sweden

In Sweden, Black Friday really took off in the 2010s and quickly became one of the biggest shopping days of the year.

Swedish consumers have embraced this American tradition with enthusiasm, leading to record-breaking sales — and, inevitably, a massive increase in customer service inquiries during the period.

What Does the Interest Look Like This Year?

You’ve probably noticed the global economic climate — inflation, rising costs, uncertainty.

So it’s a fair question:

Will Black Friday shopping still increase this year?

Yes, all signs point to yes.

According to Konsumentkompassen Q4 2023, the number of Swedes planning to shop during Black Friday increased by three percentage points compared to last year — from 28% to 31%.

5 Tips to Keep Customers Happy During Black Friday

1. Prepare Your Team

Anyone who’s worked in customer service knows the drill — the job has its peaks and valleys.

On Black Friday, it’s mostly valleys.

Gather your team ahead of time and discuss how to stay efficient and calm even when the queue in your response groups feels endless.

2. Plan Your Staffing

Make sure you have the right number of people in place and bring in extra help if needed.

A smart way to plan is to look at last year’s call history and assume a higher volume this year.

In lynes:

Open the app → Go to Analytics → Select Friday, November 25, 2022 → Click Search.

3. Inform Customers About Longer Wait Times

Update your welcome message to set the right expectations from the start.

Let callers know there might be longer queues — it helps reduce frustration.

You can also use queue messages to direct customers to your Help Center or FAQ, so they can solve common issues on their own and reduce your call volume.

In lynes:

Go to your response group settings, upload a new audio file, or use Text-to-Speech to create one instantly. Click Save — done!

4. Make Sure Your CRM Is Integrated

With a CRM integration, you’ll instantly know who’s calling (as long as the contact exists in your system).

That shortens handling times and makes every interaction smoother.

In lynes:

Go to Insights, choose your CRM (HubSpot, Upsales, or Zoho), and click Connect.

We’re also adding more CRM options soon — plus, all customers have access to our built-in caller ID feature.

5. Follow Up on Missed Calls

Once things calm down, take the time to call back or text customers who hung up after waiting in line.

It’s a simple gesture that shows you care — and it leaves a lasting impression.

In lynes:

Open your response group flow, look at Missed Calls, call or text the customer, mark as Followed Up, and add a comment if needed.

When the Storm Has Passed

When the Black Friday rush is over, take a deep breath — and then take the time to reflect.

It’s the perfect opportunity to gather your team and evaluate what worked, what didn’t, and what you’ve learned for next time.

Host a Post-Black-Friday Review

Hold a dedicated meeting where everyone can share their experiences and insights:

Customer service performance: Were customers satisfied? What were the most common questions or issues?
Technical platforms: How did your systems handle the surge in traffic?
Processes and workflows: Which routines held up — and which need improvement?
Team wellbeing: How did your staff cope with the workload? How can you reduce stress next time?