Logistics and support tips from DHL

The uptick in volume during Cyber Week may seem like a good problem to have, but keeping up with customer demand during the holiday season is a real challenge that demands strategy, preparation, and the right tools to manage effectively.

The logistics giant DHL would know. They handle millions of packages per day in the holiday season and have developed systems for managing the Black Friday surge without getting overwhelmed. We sat down with Jorn Ruisch, Project Manager at DHL Netherlands, to get some expert insights and pro tips for managing Black Friday logistics and support challenges.

We already covered the history of Black Friday and how it evolved. In this final post of our Black Friday series, we’ll discuss how to navigate the logistics and strengthen customer support. We’ll also look at how AI can lighten the load during the much anticipated holiday season.

The logistics challenge

Black Friday marks the start of peak season for logistics companies. “Peak” is one way to say it, “crazy busy” is another. For DHL, this period begins in mid-November, with the Netherlands alone processing over a million packages daily during peak days. The challenge?

Ensuring enough capacity at every touchpoint, from pickups to sorting facilities to last-mile delivery. A couple of key strategies DHL uses include:

• Optimizing service points and lockers. This helps prevent overcrowding by directing and spreading customers through the network.

• Leveraging multiple daily sorting times. This entails smoother operations as workload spreads across the day and enables agents to handle the volume efficiently.

Despite these measures, delays and backlogs are inevitable. That’s why DHL advises planning ahead is crucial. Encouraging customers to order early helps avoid bottlenecks.

Pro tip: Ship early to avoid delays during peak days.

The good thing about Black Friday and Cyber Week is that you know it’s coming. As always, transparency is key to a good CX. So, add clear shipping deadlines on your website to encourage early purchases and set realistic customer expectations.

The support challenge

Customer inquiries also skyrocket during Black Friday. At DHL, they actually double with the most common questions being, “Where’s my package?” and “Will it arrive before Christmas?”

To handle the increased volume, DHL takes an all-hands-on-deck approach, pulling in staff from various departments (think headquarters, IT, HR etc.) to assist with chats, emails, and case management. This teamwork ensures response times remain reasonable and customers feel cared for.

Pro Tip: Support your support team. They’re your superheroes.

Recognizing their frontline role during peak periods is crucial. Offering extra help through temporary staffing and sharing the workload is an attitude of respect to your teams.

This is an admirable strategy but how does DHL maintain good quality service with so many people involved? Well, simple, to onboard seasonal helpers quickly, they use Deepdesk AI Agent Assist, which equips new agents with instant access to knowledge bases and common responses. This drastically reduces training time while maintaining high service standards.

👋👋 Did you know that in 2022, we onboarded DHL’s agents right before Black Friday? 

Click here to read the whole story.

How AI can help

AI tools like Deepdesk’s AI Assistant and Summarizer are game-changers for managing holiday logistics and support. By automating repetitive tasks, such as status checks and customer verification, and providing relevant knowledge, AI frees human agents to focus on the more complex queries.

For DHL, one standout feature is the Personal Collection tool, which allows agents to store frequently used phrases in one place and share them with temporary staff. This enables even novice agents to provide excellent support during peak times.

Jorn Ruisch shares his experience:

“Deepdesk makes it easier to deliver accurate, fast responses, especially when you’re unfamiliar with every procedure. And when you’re handling millions of packages daily, those saved seconds scale significantly.”

Pro Tip: Start small with AI this holiday season. Automate repetitive tasks to free up time for what matters most - real human interactions.

Resilience for Black Friday and Beyond

Black Friday is a stress test for operational resilience. As it continues to grow globally, the key to survival is combining strategic logistics planning, robust support systems, and the right technology (AI or non-AI).

If you can handle Black Friday and Cyber Week, you’re equipped to tackle anything.

Don’t forget to order on time!

Happy Holidays!