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Black Friday + Cyber Monday 2019: Zendesk Customer Chat Stats 2019

A look at our customer chat stats for Black Friday and Cyber Monday 2019.

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Black Friday + Cyber Monday 2019: Zendesk Customer Chat Stats 2019

  1. 1. Black Friday & Cyber Monday ZENDESK CHAT CUSTOMER STATS 2019
  2. 2. THE BACKGROUND What is it? Black Friday and Cyber Monday are two of the biggest shopping days of the year. Black Friday was born out of retail, whereas Cyber Monday started approximately around 2005 as online retail became even more popular. Although born in the US during the holiday season, now Black Friday and Cyber Monday take place all over the globe. This presentation showcases data from Zendesk Chat customers using chat during the 4-day shopping period between November 29, 2019 (Friday) to December 2, 2019 (Monday).
  3. 3. TOTAL VISITS 1 Billion + Visits (Includes mobile and web traffic over a 4-day period)
  4. 4. UNIQUE VISITS 116Million 102Million 2018 2019 BLACK FRIDAY (15% YoY increase) 102Million 2018 2019 CYBER MONDAY (9% YoY increase) 94Million
  5. 5. PEAK VISIT TIMES 6.2 Million Unique Visits at 4 PM UTC on Black Friday 5.9 Million Unique Visits at 7 PM UTC on Cyber Monday* *Peak times for Cyber Monday in 2019 occurred three hours later than it did in 2018.
  6. 6. CHATS COMPLETED 2018 2019 3.4 Million 4 Million 16% increase in year-over-year chats completed
  7. 7. MOBILE VS. WEB TRAFFIC CHATS COMPLETED UNIQUE VISITORS 2018 20192017 MOBILE 42% MOBILE 59% MOBILE 63% WEB 41% WEB 37% WEB 58% 2018 20192017 MOBILE 54% MOBILE 60% MOBILE 63% WEB 40% WEB 37% WEB 46%
  8. 8. CONVERSION TRACKING 3.7M Conversions from Thursday-Monday 32% Increase in conversions year-over-year
  9. 9. TIP 1 Optimize experiences on mobile with the Chat Mobile SDK USEFUL TIPS FOR BLACK FRIDAY & CYBER MONDAY TIP 2 Use proactive chats to assist buyers on the high conversions pages TIP 3 Take advantage of the High Load Dashboard during high traffic times Welcome! How can I help you?
  10. 10. Strike up a conversation
  11. 11. The best customer experiences are built with Zendesk

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A look at our customer chat stats for Black Friday and Cyber Monday 2019.

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