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What holiday-specific processes or workflows does your team implement to keep response times fast and CSAT high? 🎄

  • December 5, 2025
  • 5 replies
  • 56 views
Kamakshi V
Community Manager
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To support our knowledge-sharing community, we’d love to learn how your team navigates holiday or other peak-season rushes. Your strategies can help others across different industries stay prepared and deliver great customer experiences.
 

Please share any processes or workflows your team uses to stay responsive and keep CSAT high, such as:

  1. Seasonal staffing or schedule adjustments

  2. Triage, routing, or prioritization methods

  3. Training, readiness, or knowledge-base updates

  4. Automation, tooling, or workflow enhancements

  5. Communication rhythms that help the team stay aligned

  6. Creative solutions or lessons learned from past peak seasons

Your insights will help the community swap smart ideas, stay sane during the rush, and keep delivering the kind of customer magic that makes the season bright.

 

 

 

Freshworks Community Manager

    5 replies

    eeha0120
    Top Contributor ⭐
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    • eeha0120Top Contributor ⭐
    • Top Contributor ⭐
    • December 5, 2025

    Hi.

    We currently set two groups of On-Call people, setting one for the 24th/25th and another one for the 31th/01st, in order to have incoming queues properly attended, they them decide who will be on which group by themselves.

     

    Elvis Henriquez
      Kamakshi V
      Community Manager
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      • Kamakshi VCommunity Manager
      • Author
      • Community Manager
      • December 18, 2025

      Hi.

      We currently set two groups of On-Call people, setting one for the 24th/25th and another one for the 31th/01st, in order to have incoming queues properly attended, they them decide who will be on which group by themselves.

       

      That’s interesting to hear !

      Freshworks Community Manager
      Robert Lerry
      Community Debut
      • Robert Lerry
      • Community Debut
      • December 23, 2025

      During peak seasons, preparation and smart workflows make the biggest difference. We focus on advance staffing plans, clear ticket prioritization, and updated knowledge bases to reduce response time and maintain CSAT. Automation and simple process optimizations—similar to the productivity tools highlighted and u try this tool that help teams stay efficient and responsive during high-demand periods.

      Joshua.Lawrence
      Top Contributor ⭐
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      • Joshua.LawrenceTop Contributor ⭐
      • Top Contributor ⭐
      • December 23, 2025

       

      Hi.

      We currently set two groups of On-Call people, setting one for the 24th/25th and another one for the 31th/01st, in order to have incoming queues properly attended, they them decide who will be on which group by themselves.

       

       

      We follow a similar approach, aiming to give staff time off while ensuring that high-priority tickets and events are handled promptly. Due to bank holidays we have to ensure staff are given time off but we’ve been burnt before on Christmas day with a P1 outage so we resource the on call sufficiently 

      Joshua Lawrence
      ppcine
      Community Debut
      • ppcine
      • Community Debut
      • December 29, 2025

      Really insightful discussion, simple steps like early planning clear coverage and qucik team check ins can make a huge difference during busy periods. It is amazing how small workflow changes help teams stay responsive and keep customers happy via ppcine apk.

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