It’s the most wonderful time of the year. No, not the
holidays. Rather, we mean this post-holiday moment,
when retailers assess the just-concluded season and start
planning for the next one. Seasons change, but one core
issue is perennial, the volume of tickets. One Zendesk
study found that for retailers it can go up by as much as
42 percent.

As ticket volume invariably rises during the holidays,
companies can find it challenging to manage both the
influx of customers and the accompanying surge of
support tickets—requests for password resets, product
questions, troubleshooting, questions about returns and
exchanges. What’s more, that ticket surge will vary by
channel, along with increasing service expectations for
the channel of their preference.