Handling spikes in support volume
As customer service leaders we strive for consistency and predictability. At the same time, we need to expect the unexpected to prepare for things like product launches, service outages, and the like. But what can you do when there's a crush of volume that you couldn't have fully prepared for?
In this video, we bring together customer service leaders from various industries to describe their experiences and approaches. Nick Martin from Harry's, Shelton Wirth from Daily Harvest, and Adrien Seldon from Stripe share the unique ways in which they've managed to keep customers happy through times of unexpected spikes in volume.