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Keeping Up With Tickets During Black Friday and Boxing Day

Sorting, tagging and ready-made replies that helped the team answer a peak-season inbox quickly, without losing the personal touch.

ABM Global · Customer service team

Tagged

Every ticket by type

Templates

For the top delivery questions

Faster

Replies during peak weeks

The Challenge

Big sale events bring a wave of orders and, a few days later, a wave of delivery questions. The inbox grew faster than we could reply, and customers began sending the same question two or three times.

My Role

Customer Service Representative. I helped organise the queue and wrote reply templates.

What I Did

  1. 1

    Merged duplicate tickets and tagged each one by type: delivery update, change, return or faulty item

  2. 2

    Wrote delivery-update templates with the tracking link and an honest timeframe

  3. 3

    Answered the most urgent tickets first, such as cancellations before dispatch

  4. 4

    Passed recurring delivery problems to logistics so they could be fixed at the source