How an ecommerce brand handled BFCM volume with elastic support

The challenge

Black Friday volume more than doubled support and order-processing load overnight. Slow responses threatened reviews and repeat purchase, and seasonal hiring was costly and slow.

What we did

• AI deflection handled WISMO (“where is my order”) tickets using live tracking data.
• Elastic multichannel support team covered chat, email and social inside Gorgias.
• Back-office team processed orders, returns and exchanges accurately at peak.

BFCM used to break us. This year it was just another busy week.
— Customer Care Lead, DTC ecommerce

This is a representative scenario illustrating the ZtechBPO operating model and typical outcomes — not a specific named client engagement. Real, attributable case studies replace these as engagements complete.