It's no easy challenge to handle unexpected increases quickly and efficiently. We are seeing some ticket volumes double and even triple over this time, so if it feels like your tickets are flooding your support team, you're not alone.
Here are some practical tips to help you manage ticket spikes.
- Introduce or review your triggers and automations, to help support your increased workload
- Provide your team with Covid-19 specific macros and articles that they can quickly and easily share with customers
- Use Guided Mode to stop agents feeling overwhelmed by the volume
- Utilise AnswerBot to deflect some of your most frequently asked, transactional support tickets - consider adding it to slack to support you internal help centre
- Keep your Covid-Response front and centre on your website - promote the articles in guide, use Contextual Helpto push it in the web widget
- Consider proactive outreach for FAQs or known issues
- Turn on call backs in Talk - from the web widget and IVR
- Be selective on your channel offerings - do all customers need all options?
Also be sure to check out this post which discusses the challenge of increasing your agent numbers quickly.
We'd love to know what else you're doing to keep thing under control. How are you handling these demands on your team?