Customer Support may slow down during the holiday season, but it certainly never stops. Support people need time off to celebrate the holidays with their families just like everyone else. So while you may have less hands in the queue, all is not lost! Here are three tips for managing your support desk over the holidays.
Prioritize the queue
With less hands on deck, you and your team will likely not be able to answer every ticket. That’s ok! Focus on what really matters the most: bugs, legal, and one-touch tickets. Bugs and legal are always top priority so make sure you are taking care of those first. One-touch tickets are cases that allow people to keep using the product you are supporting. They are quick yet impactful tickets like account access, refunds, or any other quick fix. While all tickets are important, these three types should be at the top of your priority list.
Communicate with Everyone that Support Touches
Automated message tweaks will set the expectation for the users. Feel free to adjust them to say something like,
“Our apologies but due to the holiday season, we are a bit short handed. Your message is important to us, but there maybe a longer delay in our response to you. Safe travels, happy holidays, and we will get back to you as soon as we can.”
You should also communicate with the departments that Support touches via email ahead of time. Let them know there may be delays in service in a friendly, professional manner.
Utilize the time for longer term projects
Take advantage of this period, and don’t focus on having less team members. Since you’ve set the expectations and priority rankings, knock out some of those longer term things that have been in the back of your mind. Clean up macros, work on some reports, and improve some Help Center articles. Use this time to take a breath and start planning for the next year to be better than the last.
Take care of your customers, but don’t fret the holidays. From all of us here at The Yeomen, we hope you have a safe and happy holiday season!
Also published on Medium.