When your SaaS company runs a big campaign, launches a new feature, or experiences a sudden traffic spike, your customer support team must be ready to handle a flood of questions. If not managed well, this can lead to long wait times, missed SLAs, frustrated customers, and overworked agents.
This blog provides a simple and practical guide for SaaS companies to manage customer support during busy times. You’ll find real examples and nine key steps to help your team stay in control and deliver great support—even during high-pressure situations.
1. Predict Busy Periods in Advance
Why It Matters:
If you know when your busy times will happen, you can prepare your team ahead of time.
What You Can Do:
Look at data from previous campaigns or product launches.
Talk to your marketing and sales teams about upcoming promotions.
Use tools like Zendesk Explore or Tableau to forecast ticket volume.
2. Organize Your Support Team by Levels
Why It Matters:
Not every issue needs a senior expert. A tiered setup helps solve issues faster.
What You Can Do:
Split your team into Level 1 (simple), Level 2 (technical), and Level 3 (advanced).
Make sure each level knows what types of issues they should handle.
Train each group well before the event.
3. Improve Self-Help Options
Why It Matters:
Many customers prefer finding answers on their own. Good self-help tools reduce ticket volume.
What You Can Do:
Create or update FAQ pages.
Add video tutorials or step-by-step guides.
Make sure your Help Center is easy to search.
4. Add Extra Help if Needed
Why It Matters:
During busy times, your regular team may not be enough.
What You Can Do:
Bring in part-time or freelance support agents temporarily.
Train other internal teams to help with basic tickets.
Offer flexible shifts or extended hours for your core team.
5. Use Automation and Chatbots
Why It Matters:
Automation can handle repeat questions so agents can focus on complex ones.
What You Can Do:
Set up chatbots for common questions.
Use auto-replies to let customers know you got their message.
Create macros or canned replies for faster responses.
6. Monitor Everything in Real Time
Why It Matters:
Live dashboards help you spot problems quickly and take action.
What You Can Do:
Watch your ticket count, CSAT, AHT (Average Handle Time), and response time.
Assign a team lead to manage the floor during peak hours.
Do hourly team check-ins during high-traffic periods.
7. Keep Customers Informed
Why It Matters:
If customers know what’s going on, they’re more patient and understanding.
What You Can Do:
Use in-app messages or banners to notify customers of issues or delays.
Update your status page regularly.
Be clear in your auto-replies about response time expectations.
8. Learn from Every Event
Why It Matters:
Looking back helps you avoid the same issues in the future.
What You Can Do:
Review tickets to find the top reasons people reached out.
Meet with your team to discuss what went well and what didn’t.
Update your Help Center and training based on feedback.
9. Strengthen Your Internal Operations
Why It Matters:
Good internal processes keep your team focused and performing well under pressure.
What You Can Do:
Handle Unplanned Absences:
Keep a backup list of agents or part-timers who can jump in if someone is absent.Use Overtime Smartly:
Allow optional overtime during peak hours and reward it fairly.Watch AHT (Average Handle Time):
Use templates and shortcuts to reduce how long each ticket takes—without losing quality.Track Contact Reasons:
See why customers are reaching out most. Use that info to update FAQs and chatbot answers to deflect common issues.
Example: Freshworks
Freshworks, a popular SaaS company, updates its FAQ and chatbot content daily during busy times. By doing this, they answer common questions automatically and reduce wait times for customers needing personal help.
If you're a support leader looking to enhance your skills and build a successful support center consider these top Udemy courses:
Customer Support Team Leader Mastery Certification
Customer Support Business Planning
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