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Recent research by Zendesk found that support tickets can increase by around 42% during the holiday season. We are in the middle of the holiday season now so how can your customer support team deflect some of those tickets and cope during the rush? The Zendesk team published some of their ideas on a great blog here. These are the most compelling ideas from the Zendesk list:
Zendesk has a few more ideas listed on their blog, but I thought that these are the most compelling. In particular, the point about giving customers information so that they never even need to try contacting the customer service team. The Dell computer company is a great example of a brand that employs this process – search for a problem with any Dell computer and you will probably see a Dell video on YouTube explaining how to resolve the problem. Those videos are all produced in-house at their own TV studio and not only help to keep their customers satisfied, they drastically reduce the number of customers that need to get in touch with the brand. Let me know your thoughts by leaving a comment here, or get in touch on LinkedIn.
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