Mother’s Day is one of the biggest retail events of the year. According to current trends and data from the National Retail Federation (NRF), eCommerce spending for Mother’s Day in 2025 is expected to be significant, with estimates placing the total near $33.5 billion in the United States alone, representing a near-record high for the holiday.
This year, eCommerce remains the most popular shopping destination, with 35% of consumers choosing to shop online. If your eCommerce brand is in the game, this presents both a major opportunity and a significant challenge for your customer experience (CX) team.
Seasonal sales spikes are a common pain point for customer support teams, and many in-house teams find it tough to keep up. With increased website traffic, higher customer inquiries, and surging order volumes, scaling CX operations becomes critical.
Without proper preparation, the stakes are high. eCommerce brands risk losing sales and damaging customer loyalty. But with the right strategies, you can scale your CX team smoothly and ensure a flawless experience for your Mother’s Day shoppers.
Here’s how to scale your CX team for the seasonal surge, backed by proven strategies and success stories.
5 Proven Strategies to Scale CX for Mother’s Day Success
1. Start early to predict demand
The best way to ensure your CX team is ready for the rush is to start planning before the surge hits. Forecasting demand based on trends from previous years can help you better predict traffic spikes, common customer inquiries, and potential pain points. The earlier you begin, the more time you’ll have to fine-tune processes and ensure a smooth ramp-up to peak periods.
Use our simple support calculator to forecast demand this peak season, or get the forecasting formula here!
At Influx, we’ve seen clients that prepared early for peak season events like Black Friday and Mother’s Day see a marked improvement in their ability to handle customer inquiries without bottlenecks. For example, Tipsy Elves was able to accurately forecast their support needs and proactively scaled 5x to meet higher demand. The results were impressive—a 92% customer satisfaction score (CSAT), 0 transfers, and a 6 hour first response time (FRT) for email inquiries.
2. Activate pre-sales support as a proactive solution
Pre-sales support is an often overlooked area when preparing for high-volume events. Think about the questions shoppers typically ask before making a purchase. They might need help choosing the perfect gift, understanding delivery timelines, or clarifying your return policies. By offering proactive pre-sales support, you not only boost conversions but also set the stage for a smoother post-sale experience that can help prevent further inquiries.
Influx pre-sales support agents increase conversions and help boost customer satisfaction throughout the entire buyer’s journey. By addressing common questions and concerns before the purchase, you can reduce the volume of inquiries afterward, freeing up valuable time for your team. If pre-sales support sounds like your cup of tea, check out our eCommerce pre-sales 101 article for everything you need to get started.
3. Expand your support team fast
During a major retail event like Mother’s Day, there’s no time to waste. If your in-house team isn’t ready to scale, it’s time to consider external support. A flexible, scalable team that can grow with your demand is a game-changer.
It’s possible to scale fast and maintain high-quality customer service. A great example of this comes from Bearpaw, a popular eCommerce brand that worked with Influx to handle 2x seasonal spikes for email, live chat, and voice with 91% CSAT. Scaling fast is a burden when it’s done in-house, but there’s a reason why so many brands work with a scalable partner on customer support… It’s easy.
Influx provides on-demand customer support teams, allowing eCommerce brands to expand quickly without the headache of hiring, training, and managing new employees. Whether you need a few extra agents or a full-fledged team, Influx can help you match your support needs with the demand.
4. Stay flexible without risking quality
The key to scaling is flexibility—being able to quickly adjust to changes in demand without compromising on service quality. The challenge, however, is maintaining the same level of quality and consistency across all customer touchpoints.
Flexibility does not have to come at the risk of quality, which is a non-negotiable at Influx. Every aspect of our service (from pricing to solutions) is flexible and designed to meet the needs of our partners. See how we provide adaptable and scalable outsourced excellence.
5. Work with a scalable partner
Scaling your CX team for Mother’s Day doesn’t have to involve the stress of hiring seasonal staff or training new employees. Instead, partnering with a service provider that can seamlessly grow with your needs allows you to focus on customer experience while they handle the operational logistics.
A great advantage of working with a scalable partner like Influx is the ability to customize your support team to fit your exact needs. Instead of worrying about managing extra staff or handling the chaos of peak season hiring, you gain access to a fully trained, high-performance team ready to jump in and help you succeed.
Post-Mother’s Day Customer Service
While the lead-up to a seasonal surge is crucial, you can’t forget about the post-holiday follow-up. After Mother’s Day, many eCommerce brands face an influx of returns, exchanges, and customer inquiries related to gift satisfaction or delivery issues. Without a plan in place, post-event support can overwhelm your in-house team.
By ensuring your team is ready for these post-sale demands, you can turn a post-purchase question into an opportunity to delight customers. At Influx, we recommend creating a dedicated post-sale team that is prepared to handle follow-up inquiries efficiently and with empathy, offering resolutions that lead to satisfaction. Offering this level of support shows customers that your commitment to service doesn’t end after the sale—helping you build stronger relationships and repeat customers for future events.
Get started with Influx
Influx was established in 2013 & has been trusted by 750+ brands globally, ranging from startup to scale.
Influx builds ethical 24/7, near-shore global customer support teams. We provide fully managed, flexible & high-performance agents. Our services range from eCommerce support, live chat support, voice support, and more to give you the customer assistance you need to prioritize other responsibilities and continue scaling your business.
Make your support operations fast, flexible, and ready for anything with experienced, 24/7 support teams working on demand. See how brands work with Influx to deliver exceptional customer support.
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