Customer support in peak season: don't lose orders on simple questions

.comparison-cards { display: flex; flex-direction: column; gap: 1.5rem; } .comparison-card { background: #fff; border-radius: 16px; padding: 20px; border: 2px solid #efefef; } .comparison-header { display: flex; justify-content: space-between; font-size: 16px; margin-bottom: 12px; } .comparison-row { display: flex; justify-content: space-between; padding: 8px 0; border-top: 1px solid #efefef; font-size: 14px; color: #1f2937; } .comparison-label { font-size: 14px; width: 30%; } .comparison-value { width: 65%; text-align: right; } @media (max-width: 600px) { .comparison-row { flex-direction: column; align-items: flex-start; } .comparison-value { text-align: left; margin-top: 4px; } } Between Black Friday (27 November 2026) and the Christmas shipping cut-offs in mid December, a small store gets several times more messages than usual. Most of them aren't hard: "When will it arrive?", "Where is my parcel?", "Do you still have size M?". The problem is that if you answer a day later, the person has already bought somewhere else. Below I show how to prepare your support for the season so you don't lose orders on simple questions. 1. Find out what people ask you Before any tool, open the messages from the last 2 or 3 months: email, phone, chat, Facebook, Instagram, WhatsApp. Write each question into a simple table and count. In most stores, the top 10 questions cover the large majority of messages. They usually look something like this: When will my order arrive and how much is shipping? Where is my parcel? Can I change the size or address after ordering? Is it in stock? When will it be back? How do I return it and how soon do I get my money back? Can I pay by card, MobilePay or in instalments? Will it arrive before Christmas? Can you gift wrap it or send it without the invoice in the parcel? This list is the basis for everything that follows: quick replies, the FAQ page and changes on the site. 2. Answer before you are asked The cheapest support message is the one nobody…