The holiday season with all its joys can be a nightmare for a support team. There is an influx of orders coming up to Christmas and customers can be very keen to make sure their purchases arrive on time. This means your support team is left with the difficult job of keeping this spike in customer inquiries smooth and comfortable for every customer, despite the ever-increasing inflow of tickets on top of tickets.

But there’s only so many of you to field all of these issues and questions, and there’s only so much time in the day. What can your team do to handle this spike in activity? How do you keep the ship sailing on calm waters without turning into the storm and ruining the experience for your customers just before the most important holiday of the year? Customer expectations are higher than normal at this time of year and AI (Artificial Intelligence) can help you to exceed them despite the spike.

Using AI to Make Your Life Easier

Customer support teams can use AI to improve the service they provide today and make life just a little bit easier for everyone along the way. Using Natural Language Processing and Machine Learning techniques, it is now possible to easily automate many of the processes you currently have to do manually. Here’s how AI plugins like Cx MOMENTS for your customer support Helpdesk gives your team the secret weapon to managing the spike in support tickets your team is fielding.

Automated Replies

Let’s face it. Many of the questions and issues your customers bring up with your support team at this time of year are common ones that are often asked. You may have even created some FAQ content on them but still, customers get stuck and need a helping hand. And though you may have canned responses to these easy issues like estimated delivery times or your returns policy, it still takes time to read the ticket and decide on the appropriate response.

With an AI solution plugged into your Helpdesk, it doesn’t have to be this way. Using AI algorithms, tickets are tagged based on what the customer means rather than the exact words they use.

AI is now able to mathematically understand the context of a sentence and see what alternative words are frequently used as well. That means someone “requesting a refund” and someone demanding “their hard-earned cash back” will both get tagged as refund requests.

These tags on all tickets can then be used in smart ways to help you automate all of those commonly asked questions. By using simple triggers or rules in your Helpdesk which can be configured based on the tags that have been applied, you’ll never again have to explain how many days delivery usually takes or how long customers have to return goods. It will all be done automatically for you and your team, leaving more time in the day to focus on the tough stuff.

Ticket Routing

We are all better at some things compared to others. It’s the way of life and it’s the same in a support team. Some of your agents are just better at certain questions than others due to experience, extra training or maybe they’re just damn good at dealing with a customer’s missing delivery issues.

How much time would it save your team if you could route all tickets to the right agent or group based on skills or experience? “A lot” is the answer to that question. With the help of AI that automatically tags all your customer conversations and Helpdesk triggers or rules, this can be easily achieved.

AI can now understand what a customer means based on the sentence used and how semantically similar it is to other words used in the same context (confusing? Like cash, money, dough, and cheese). Automatic triaging to the right team can now be extremely accurate no matter what words your customer uses to complain. That means customers complaining about their new shirt being “damaged”, “ripped up”, “creased”, “tearing” or “torn” can all be quickly routed to the team that handles damaged goods.

Backlog Prioritization

In an ideal world, your support team would have a very small backlog. The number of new tickets opened would roughly be equal to the number of existing tickets you close, with the majority of tickets getting resolved within the normal response time.

But the reality is ticket volume can spike or grow too fast especially around this time of year. Backlog can sometimes grow into an unclimbable mountain of new and opened tickets that we’ve all faced.

With this ever-increasing backlog of tickets and a shortage of time on your support team’s hands, it becomes extremely difficult to know which customer issues require prioritization. Unless you open and read every ticket, there is no way of knowing what the ticket is about and which ones to deal with first and reading those tickets can take up a serious amount of your teams time.

AI can once again come to the rescue by automatically finding and tagging your Helpdesk tickets. Cx MOMENTS provides you with a dashboard showing you your customers top reasons to contact. From here you can make decisions on what issues require priority and assign these to your agents first. Issues like lost deliveries or faulty products may need to be resolved much quicker than customers looking to reset their password. By applying a few smart settings and features within your Helpdesk account, you can now fight the biggest fires first before they get out of hand.

Conclusion

Santa tenorThe customer support team is vital to providing amazing customer experience and can make a customer loyal when an interaction goes well. But during peak seasons like Christmas, teams can quickly find themselves drowning in support tickets and fighting just to try and open them all.

 

An AI solution and some smart Helpdesk features and settings can help make the life of a support agent so much easier. AI helps to automate those easy-to-answer responses, route tickets to the best-suited team and prioritize the most important queries when the ticket count starts piling up.