PEAKHOUR SOFTWARE PROFESSIONAL

Google advertising cookie used for user tracking and ad targeting purposes. Microsoft User Identifier tracking cookie used by Bing Ads. Google Universal Analytics short-time unique user tracking identifier. are all examples of channels you can offer your customers. Social media message platforms, email, video chat, etc. This will save a lot of the agent’s time and they also don’t have to put the caller on hold. An agent as well has the benefit to chat with multiple customers at the same time. Live chats are one such channel that takes off a lot of pressure from the agents. The callers can use their preferred channels to contact your agents. Providing several options for communication can ease the communication problem. Customers will start to get frustrated from waiting and so will the agents from the pressure. Phone lines can get exhausted and increase the wait time, especially during a peak season. A little message can make the customer feel valued by the company. They expect special treatment from the brand whether it is peak season or not.ĭrafting personalized mail for the customers with their names on it and messages like “XYZ we are missing you at ABC”. This will prevent the issue from happening again and you will solve the issue for a lifetime.Ĭustomers like a brand more when they feel valued and prioritized. Let the other departments know if there is something wrong with the service or product. Help your agents by giving them advice on alternative solutions in case their method is not working. Let the agents guide your customer through the operation and focus on solving the issue fast and first. Help your team to identify the most complex problems and prepare to solve those. Your agents are swarmed with issues that the machines cannot solve. If you make good use of self-service and AI tools, you are giving your agents plenty of time to focus on the issue that customers can’t solve with these services.

PEAKHOUR SOFTWARE PROFESSIONAL

Either way, ensure that professional agents are working who understand your goal. You can hire temporary agents or outsource the customer support to a BPO. Plan ahead and make arrangements for such time. Hiring can play a big role during the time of peak season.įorecast based on historical data how many agents you would need. Handling too many calls left and right can dim their motivation and harm their performance. Peak hour or season can be very stressful for your agents, especially if they are small in numbers. This can ensure hassle-free support from customer service. Videos or picture guides can also be used to provide efficient answers to the customers. Setting up FAQs on your company website allows your customer to find solutions and reduces their need to call for your help. You can automate replies to some of the most commonly asked questions. Self Service is another major factor that takes the burden away from agents. Providing AI-powered chats and even a simple auto-email response can help lighten the load of an agent. Automate and Self Service:Īutomating services can support your agents a great deal. Having knowledge regarding how your customers prefer to contact your service, you can schedule your agents accordingly. For email, 90% of customers/clients expect a response within 10 minutes. When it comes to social media, 32% of customers expect a reply within 30 minutes while 42% within an hour. Predicting which channel your customers are most likely to flood you with queries and when can help you tackle the busy time and maintain a consistent flow of work. While the forecast may not be highly accurate for every season, it will help you prepare for better optimizing your call center. This way you can schedule calls ahead of time. You can study the peak hour traffic pattern of past years or past campaigns. Identify the busiest time for service requests based on the historical records or real-time analytics. This will also help the agents provide a smooth service no matter what the situation is. Preparing your agents with knowledge, tools, training can empower them and motivate them to perform better. You can create a product database with manuals, guidelines, instructions, photos, and FAQs for your agents. Prepare agent scripts with instructions that can serve as a guide for the agent.Įnsure your agents have knowledge of the service and products your company provides. Train your agents to handle any type of calls and manage any type of customers. Training your agents is the foremost thing you should do because it is your agents who will work the most during peak hours.

Peakhour software