In this video excerpt from our webinar, find out how smart customer support software can help you manage peak times in calls at seasonal businesses.

During the Webinar "How to Know When Phone Support Is the Best Option for Your Customer", Nicki from the Support Driven community asked us:

How to manage staff for a seasonal business. We’re in EdTech, where most calls come in at lunchtime and after school from August to October. Our staff cannot solve most of the issues of our complex SaaS product. How could we solve this?

Dave Dyson (Senior Customer Service Evangelist at Zendesk), Mark Bangerter (Director of Support at ClickFunnels) and Alessandro Angioni (Business Account Manager & Analyst at Azimo) weighted in on how a smart customer support software helps limiting the access of phone support to a number of users; managing more effectively agent staffing; and dealing better with escalations.

Check an excerpt video from the webinar:

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Transcript:

How to manage staff for a seasonal business. We’re in EdTech, where most calls come in at lunchtime and after school from August to October. Our staff cannot solve most of the issues of our complex SaaS product. How could we solve this?

Mark Bangerter

My suggestion in this situation would be to utilize first tier of less experienced agents to be the ones answering the call and then escalating to the second tier of agents, who can help with more complex issues and to keep that second tier of the phone, so they’re not answering simple questions and they’re available if something needs to be escalated.

I’m interested to find out what benchmarks you have established for the call waiting times and answered call percentage and what was your rationale behind that?

Alessandro Angioni

When it comes to answered calls, at the beginning we simply wanted to answer to all of them as much as possible. We wanted to be able to pick up 80-90% of calls we get with the agents that were on the line. When it comes to waiting time, we didn’t establish a specific metric for this while we were setting up our voice support. Now, we are doing our very best to answer customers as fast as possible. Whenever we see that the waiting time is too high, higher than 2-3 minutes, we are trying to add someone else on the line. It happens in the morning or in the late evening usually, so this is where we put the majority of our agents online. In order to succeed with voice support, it’s highly important to prove it works well to your customers from day one, as if the waiting time is too high or the calls are not picked up, customers would lose trust in this channel from the very beginning and use other support channels.

Mark Bangerter

The cool thing about SnapCall is that the button doesn’t show up if no agents are available to pick up the call, so there are no long waiting times. If the button shows up, there’s definitely someone available to pick up the call. You have to try SnapCall technology to understand it’s different. It’s so different than having a phone number and your customers sitting in a queue with hold music waiting for 30 minutes.