Lean on tools and systems to manage high demand
Posted: Tue Feb 04, 2025 9:40 am
Having the right systems in place to manage customer support more efficiently is important at any time of year. But it has the biggest impact during peak periods when demand balloons.
“You have to prepare for the worst, in terms of very high demand. Things just get crazier as peak season progresses! So make sure to have your self-service and automation set up and ready to go,” says Caela. “After last year’s challenges, we’ve made sure to have stronger systems in place this year.”
Jaxxon now uses Gorgias to ecuador telegram screening manage all customer conversations. This helps the team work more efficiently in several ways:
Seeing all customer conversations across different channels in one place, to avoid tab-shuffling and duplicated responses
Filtering and sorting tickets, for easier prioritization
Deflecting some questions to automated self-service, to free up customer service agents’ time for more complex customer conversations
Bringing together all of a customer’s information, to enable more personalized service
Implementing self-service chat has cut Jaxxon’s live chat volume by 17%, yet increased conversions by 6%. Meanwhile, revenue generated by chat has shot up by an impressive 46%. The overall impact has been positive for customer experience and Jaxxon’s bottom line.
“You have to prepare for the worst, in terms of very high demand. Things just get crazier as peak season progresses! So make sure to have your self-service and automation set up and ready to go,” says Caela. “After last year’s challenges, we’ve made sure to have stronger systems in place this year.”
Jaxxon now uses Gorgias to ecuador telegram screening manage all customer conversations. This helps the team work more efficiently in several ways:
Seeing all customer conversations across different channels in one place, to avoid tab-shuffling and duplicated responses
Filtering and sorting tickets, for easier prioritization
Deflecting some questions to automated self-service, to free up customer service agents’ time for more complex customer conversations
Bringing together all of a customer’s information, to enable more personalized service
Implementing self-service chat has cut Jaxxon’s live chat volume by 17%, yet increased conversions by 6%. Meanwhile, revenue generated by chat has shot up by an impressive 46%. The overall impact has been positive for customer experience and Jaxxon’s bottom line.