3 Solutions for Overwhelmed Customer Service

Aleksandar IlicJune 6, 20185min0
Are your agents struggling to keep up with the pace? Customers coming at you all over the place, and your customer service team feels overwhelmed and needs to work over time?

customer serice

Obviously, this cannot last for too long. An overwhelmed team will soon burn-out and customers will not miss it and you’ll start losing them, customer satisfaction, as well as employee satisfaction, will drop down rapidly. Luckily, there are ways to handle this. Three possible solutions we’ve prepared will certainly enable you to breathe easier. One would help, all three would boost your customer service and allow you to expand your business to even more customers.

Offer Knowledge

A knowledge base is a library of information about your product or service. It helps customers find answers to solve problems on their own and — if you do it right — a good knowledge base can scale out your customer support program while improving the overall customer experience.

Well-structured knowledge-base is a proven way to ease the customer service. First of all, many customers prefer browsing through wiki-style knowledge base before actually contacting customer support, and even if some skip that, you can easily offer them an article that thoroughly explains a step-by-step solution to their problem.
Hubspot is kind enough to offer a complete guide for creating a knowledge base and it’s free and available to everyone. Use it to your advantage and make a huge step towards the perfect customer service.

Create Community

People love to feel included and as a part of the community. Creating a well-functioning community is beneficial in multiple ways:

  • People will feel included and more loyal to your brand
  • Community helps their members, and that means fewer calls and emails to the support team.
  • The organic growth of your business. If the community is great, people will invite their friends and family to join them.

Make sure to check the exact type of community your customers would love. Is it a forum, social media channel or something third? Also, make sure your agents are present and check on unanswered threads. One of the great example of a helpful and well-functioning community is certainly WordPress. Their support relies solely on the feedback users provide to each other and for a free platform such is WordPress, it functions brilliantly.


Artificial intelligence is a hot topic all around us. When it comes to customer service, AI has fantastic solutions to offer. Automating your email, ticket, or chat support with AI that can learn and improve over time will certainly benefit your customer service team in more than one aspect.
First, an AI auto replier (combined with a well-structured knowledge base mentioned above) can take care of frequent queries on their own. That would allow agents to focus on more complicated tasks and spend less time giving the same reply over and over again (Have you tried turning it off and on again?).
Second, AI can learn. Over time, they’d get better and better at handling everyday tasks.

Last but not least, when agents need to take over for a more complex situation, they will provide them will all the necessary info they’d need to easily handle the issue.

A great example of automated service is Jatana. It automates customer service with deep learning which boosts productivity, reduce processing time and increases customer satisfaction. What’s more to ask?


Customer service does not have to be a workplace from a nightmare. With right tools, organization and improvements it can easily become the part of your company you’re most proud of.

Do you think you already have top-level customer service and that your complaints handling initiative deserves a reward? Why don’t you register your interest in Complaint Handling Awards 2019? Book your place on time for this extraordinary event.

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Aleksandar Ilic

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