For many companies, the summer holidays mean fewer hands, but often more enquiries. It is a challenging combination, but with the right preparation you can turn it into a strength for your customer service. At Available, we specialise in getting Zendesk set-ups ready for holidays and peak season, and here we share our best advice.
Our effective tips for holiday-ready support
-
Review your macros and automations: Make sure your standard replies are up to date and combine them with triggers for a fast and accurate response. A well-functioning macro structure is worth its weight in gold when staffing is sparse.
-
Set expectations with clear communication: Use Zendesk to inform customers of changed opening hours or longer response times. A well-placed auto-reply can significantly reduce the number of follow-up enquiries.
-
Use data to anticipate busy periods: With Zendesk Explore you can analyse historical data and see when the pressure usually rises. This helps you plan rotas and add extra staff where it is needed.
-
Equip temporary staff well: Make sure new staff quickly become productive with clear workflows, good macros and a solid Help Center. We often set up automated onboarding flows directly in Zendesk.
-
Adapt your SLAs and priorities: Consider whether your service agreements should be temporarily adjusted. The most important thing is that customers know what to expect, and that you live up to it.
-
Make the most of the Help Center and automation: A well-designed Help Center with articles, bots and suggested replies is your first line of defence when staffing is low. It makes the service more efficient and frees up time for your staff.
Let us take care of the preparations for you
Well-prepared customer service ensures peace of mind, for both you and your customers. With a service agreement at Available, we do not just set up the technical things; we take responsibility for making sure it all works, even when you are on holiday.
You can sit back while we take care of macros, triggers, onboarding flows and dashboard analytics. We make sure your customer service is geared up to handle the peak season professionally and efficiently.
Read the full article at: https://www.available.dk/mere-end-zendesk/kundeservice-ferie-zendesk