A common issue, here are my top tips TOP Reactive Tips 1. Effective task assignment - quickly analyze the backlog, divert queries into buckets. It's quicker to deal with the same type of queries for an individual than have to pivot across different types 2. All hands - More than getting team leads & managers working on queries it's having a backup plan where teams across the org have been trained to answer the easy and repetitive queries 3. Automation, common queries with common answers are resolved in bulk utlisiling ticketing system capabilities. Top Proactive Tips 1. Service status page to advise of workarounds 2. Communication with customers via appropriate channels 3. Fix the root cause 4. Develop KB and auto responses

To manage high volumes of customer inquiries effectively, it’s essential to take a proactive and targeted approach. Start by creating a comprehensive FAQ section, tailored to the specific stages of the customer journey, to provide precise and relevant answers. Implement automated responses for the most common questions, ensuring customers get quick assistance. Regularly analyze patterns in inquiries and train your support team to address these efficiently. By focusing on customer journey-based FAQs and streamlining support processes, you can significantly reduce incoming inquiries while enhancing the customer experience.

I would categorize each task by progress Then tackle each category one by one. For example: tasks halfway completed Task that need management, then task that you just took on. That way you won’t be backlogged 4 days by taking on too many task and not completing anything.

When managing high volumes of customer inquiries, it is essential to prioritize based on urgency and leverage CRM software for efficiency. Implementing a robust FAQ section and using automated responses can streamline the process. Analyzing inquiry patterns can help to identify common issues. There is so much that you can do, but what is most important is to pick one strategy and stick to it, ensuring that everybody follows it. Inconsistent application of methods diminishes effectiveness. Take a look at what is really the main thing that people are asking, and find a way to communicate it to your customers before they start flooding you with inquiries.

Share the load. Leverage your proactive teams to communicate overall status as part of their conversations. Use multi customer channels - in app notices, voicemail alerts, text messages, emails, automated responses to tickets with updates on status. All of those will help reduce the hand to hand communication needed.