10 Best practices that you could follow in your helpdesk to end this year on a high and have a great one ahead!
#1 Set Business (Holiday) Hours
If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won’t, be available.
#2 Update the Annual Holiday List
Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next year as well.
#3 Auto-Acknowledge with Holiday Templates
Tell your customers that you are on a holiday through the auto-acknowledgement that you can configure via email template customization. Give them alternate options to get help if there’s an emergency situation.
#4 Let your signature say “Season’s Greetings”
Say thank you to all your customers via your agent signature. Include a New Year’s message in the signature and thank them for their support over the years.
#5 Take your helpdesk with you via Mobile apps
Stay in the loop when you are away from your desk. Check for mobile apps that you could use for taking your helpdesk with you.
#6 Personalize your Chat Bots to greet customers
Set up a perfect holiday greeting message and give people a warm welcome when they reach out. (For Zoho Desk users: If Zia is enabled in your account, personalize the Zia Bot)
#7 Give your agents additional perks to get work done
Allocate extra cost for staff-time through time tracking and give people some extra pay for their willingness to work during the holiday season.
#8 Stay away from spam. Spammers are not welcome!
Filter out the spam that you’ll receive during the holiday season and segregate legitimate emails by enabling the auto-spam detector.
#9 Automate to avoid disasters when you are not around
Configure workflows, Blueprints, Ticket Assignments, and other relevant automation to set yourself free and keep customer issues from falling into the cracks.
And lastly,
#10 Enjoy the holidays
Don’t forget to enjoy the holiday season! After all, it is the year-end and you do not want to miss out on the fun.
P.S: Originally posted in Zoho Desk forums:
https://help.zoho.com/portal/community/topic/zoho-desk-cheat-sheet-for-the-year-end
