Aftershock Clock
The sale ends, the complaints don't: forecast every aftershock, priced, and meet it early.
The job
Predicts the delayed waves of contacts that follow a peak event, prices each one, prepares people, bots and partners before it lands, and grades the forecast afterwards.
The moment
Like aftershocks after an earthquake, complaints keep coming after a sale ends. The clock forecast a wave of "where is my refund" contacts 9 days after Black Friday, at magnitude 6.1, priced at $2.3 million.
Messages about refund status went out on day 7, and the bot's answer was already live.
The wave registered only 3.8. The needle printed $1.8 million avoided compared with last Black Friday.
At 45 days, finance saw 2,400 fewer chargebacks. The review card graded the forecast A minus: peak day right, size 12% too high.
What it does
- Register a shock
- Send proactive updates to the late bucket
- Publish the bot answer ahead of the wave
- Remind merchants of their refund SLA
- Post a staffing note
- Grade the forecast
What you see
A seismograph strip with a decay curve, predicted aftershocks pinned to a calendar almanac, and a self-graded retro card
What it moves
Contacts from each aftershock against the forecast range and the last event, dollars avoided (contacts times cost per contact, plus chargeback fees), and the forecast grade for each type of event.
Built for
- CX leaders & VoC
- Contact-centre operations
- Finance
- Frontline staff
