To manage a high volume of customer inquiries, prioritize urgent issues, leverage automation (e.g., FAQs, chatbots), optimize team resources, and use CRM tools for efficient tracking. Set clear response expectations, analyze trends to address recurring problems, and maintain empathy through personalized, clear communication. These strategies improve efficiency, reduce response times, and enhance customer satisfaction.

Nous avons fait un atelier avec récemment sur ce sujet avec Djiin de Sérénéo et plusieurs axes sont ressortis dont ces 2 principaux : - flexibilité humaine : est ce que des collaborateurs sont multicompétences, heures supplémentaires, variabilisation du temps de travail - flexibilité via les outils : SVI avec demande de rappels ou message flash pour partager un message qui aide le client, selfcare, RPA (robot cliqueur qui aide les agents sur des taches sans valeur ajoutée Enfin, le plus important c'est que cela arrivera encore, prévoyez des déclenchements simples d'actions dès que cela reprend et encore mieux le prévoir en amont (pic d'activité identifiés dans la journée, semaine, année)

O setor de óleo e gás no Brasil enfrenta uma diversidade de demandas, desde simples às mais complexas. Sugestões: 1. Categorização e Prioridade: Classifique as solicitações por complexidade e urgência. 2. Estruturação do Atendimento: Nível 1: Consultas rápidas. Nível 2: Demandas moderadas. Nível 3: Casos complexos e estratégicos. 3. Tecnologia e Automação: Utilize ferramentas como Zendesk ou Freshdesk para rastrear tickets, com respostas automáticas e atualizações para clientes. 4. Priorização Inteligente: Foque em clientes estratégicos, questões que impactam operações e solicitações ligadas a compliance. Com uma abordagem estruturada, você melhora o atendimento, fideliza clientes e minimiza atrasos. Organizar é essencial para transformar.

Several steps to follow: 1- send out immediately, emails stating you're backed up, delayed, etc. And you will Serve them very soon. If you can't, then never make them wonder what is going ON??? Show respect 1st, then provide Service, then check in on them in a timely manner. If you call them, before they call you, then it's a home run. Cheers, Don.

When dealing with a flood of customer inquiries, I stay focused and organized to manage the workload effectively. I prioritize urgent or high-impact issues first, ensuring that customers with time-sensitive concerns are addressed promptly. I use available tools, such as CRM systems, to keep track of each inquiry and follow up efficiently. If necessary, I delegate tasks to team members to ensure nothing slips through the cracks. Throughout the process, I remain calm and maintain clear communication with customers, letting them know their inquiries are being handled and that I appreciate their patience. By staying organized and proactive, I can manage the influx while delivering a positive experience.