Customer care workflow during peak season (Tet, November 11) is a series of processes prepared in advance, run automatically during and evaluated after the peak period — so that the team is not congested, customers are not waiting, and revenue is not lost. Zenify records AI 98.4% accuracy (approved).
TL;DR
- Prepare 2-4 weeks before peak season.
- Automate repetition to reduce load.
- Forecasting volume, increasing human resources in time.
- Runs in: real-time monitoring.
- After: measure, learn from experience, save checklist.
Why is it necessary to check peak season?
Sudden increase in volume: Tet, November 11, Black Friday — the amount of news is many times higher.
Unprepared = congestion: customers wait, complain, lose revenue.
Pressure for quick response: need to respond immediately during the promotion (see Flash sale customer service).
Checklist before peak season (2-4 weeks)
Việc | Chi tiết
Volume Forecast | Estimated news/order compared to normal
Human resource inventory | Enough agents? Need more?
Enable automation | Automatic reply, FAQ (see 15 tasks)
Prepare script | Answers to seasonal questions (see Chatbot script)
Scripting enhancement | Overtime and extra shifts
Infrastructure check | Stable channel, no lag
Checklist during peak season
Việc | Chi tiết
Real-time tracking | News volume, waiting time (see Automatic reporting)
Prioritize angry customers | Treat immediately (see Sentiment analysis)
Overload warning | Reaching threshold → activating more people
Hot FAQ updates | New question arises → add now
Clearly assign tasks | Who cares about which channel and time
Checklist after peak period
Việc | Chi tiết
Measure results | Amount of information, processing time, CSAT (see CSAT)
| See blockage | Which stage is the most congested?
Record lessons | What should be better prepared
Save checklist | Prepare for the next batch
The role of automation during peak times
Automatic reply: reduces the amount of repeated messages by 50-70%.
Automatic classification: hot customers/VIPs have priority first.
Mass sending: Notification of late orders and out of stock.
Automatic reporting: managers see the situation immediately.