Peak season comes every year, but for many customer service teams it nonetheless ends in chaos and firefighting. Waiting times rise, and employees have to work harder. It does not have to be that way. With the right preparation, peak season can become a period in which you deliver your most efficient service. Over 70% of customers expect faster responses in busy periods, and 67% prefer companies with strong self-service. This underlines the importance of being ready.
Our guide to a trouble-free peak season
To avoid chaos, we recommend that you focus on these five central areas:
- Use data to plan: Analyse data from last year to predict peak loads, see which types of enquiries take up the most space, and allocate resources correctly. Data-driven decisions can reduce handling time significantly.
- Strengthen your self-service: Well-functioning self-service can reduce the number of enquiries by up to 40%. Make sure you have short, precise articles about the most common questions and a search function that works.
- Automate the simple tasks: Free up your employees' time by letting automation and AI handle routing, simple questions via chatbots and auto-replies that set realistic expectations.
- Plan staffing strategically: Adapt staffing to the expected demand with flexible shifts, extra hands in peak periods and employees trained across channels.
- Keep motivation high: A motivated team delivers better service. Remember real breaks, recognition of successes and visible leadership to maintain energy and well-being.
Let us help you succeed
At Available, we help you turn peak season into an advantage rather than a burden. We work with the whole value chain - from analysis and strategy to the implementation of Zendesk, building well-functioning self-service, setting up automations and advising on staffing. We make sure you are well equipped to deliver outstanding customer experiences, even when the pressure is at its highest.
Read the full article at: https://www.available.dk/mere-end-zendesk/s%C3%A5dan-g%C3%B8r-du-kundeservice-klar-til-h%C3%B8js%C3%A6sonen-uden-kaos-og-brandslukning