Handling a flood of support tickets at peak hours. Can you keep clients informed effectively?

Yes, you can keep clients informed during peak hours by using these methods: 1. Automated Responses: Set up auto-replies to acknowledge their tickets and give an estimated response time. 2. Update Notifications: Send regular updates about the status of their tickets, even if there’s no change. 3. Help Center: Create a FAQ or help center where clients can find answers to common issues quickly. 4. Dedicated Communication Channels: Use newsletters or social media to share important information and updates. 5. Live Chat: If possible, provide a chat option for immediate questions. These methods help clients feel informed and valued, even during busy times.

Sempre verifique com a sua empresa a matriz de prioriza??o do seu setor, quais os pontos críticos e o que deve ser considerado na hora de colocar um caso à frente.

Absolutely. Great ticketing systems like Zendesk give us the option for setting up the triggers which are in fact the automated responses as well as prioritizing the tickets in accordance with the criticality. Normally anything that is on a very short notice is a high priority. Moreover, automating the tickets is great when the replies don't have to be custom responses which they usually are, this is also one of the major differences between a customer support and tech support role that tech support has to always come up with a well drafted email that highlights the solution to the problem which has been dealt with, as the broader spectrum of our services require us to do so. Zendesk Macros can be extremely helpful in this regard.

Essa aqui é delicada, antes de automatizar tenha a certeza que aquilo n?o será usado muito repetidamente, o motivo disso é que automatiza??es aceleram muito o processo PORéM também pioram seu relacionamento com o cliente dependendo de como for aplicado. Minha dica é: Automatize o que é básico e n?o irá gerar tanto impacto mas tente manter intera??es humanizadas sempre que possível, principalmente para obter informa??es dos clientes, a maneira de perguntar, o tato contam muito.

Perfeitamente colocado. Simplificar processos torna tudo mais fácil tanto para o operador quanto para o cliente. Unificar automa??es e processos é excelente para mais agilidade e simplicidade, até mesmo para editá-los/modificá-los futuramente.

Informar al cliente de que obtendrá una respuesta pero con un poco de retraso es importante para que no esté perdiendo el tiempo innecesariamente. ( Tiempo estimado de respuesta ) Cuidar la experiencia durante un requerimiento es importante para mantener una imagen confiable y segura de la marca