Entendo que lidar com muitas demandas ao mesmo tempo pode ser desafiador. Para priorizar de forma eficaz, comece identificando as consultas mais urgentes ou de maior impacto. Classifique-as por ordem de prazo, relevância e complexidade. Se possível, automatize respostas iniciais para questões comuns e estabeleça horários específicos para atender cada plataforma. Defina limites para não se sobrecarregar e, se necessário, peça apoio da equipe. Lembre-se de que cuidar de você é essencial para atender bem aos outros. Priorize o que for estratégico e delegue quando possível. Você não precisa resolver tudo sozinho.

It’s important to remember to not over-complicate the process. If you’re behind, make a decision about where in your process you can trim some time to expedite the final solution. Think: just get it done! If you’re frequently falling behind, your process needs to be simplified or you need more help. Also, pay attention and don’t let things get beyond repair. For example, set a max-outstanding orders number for external ordering to be disabled once it reaches that max therefore avoiding ruinous overwhelm and allowing the team to continue smooth operation; then turn it back on once things are caught up and manageable.

Systems and tooling are incredibly important when it comes to CX at scale. Utilize the proper tooling, including AI, to help respond to simple inquiries and allow the team to handle more complex and technical needs.

To manage overwhelming customer inquiries across platforms, start by categorizing them based on urgency and impact. Address issues affecting multiple customers or business-critical operations first. Use tools to consolidate messages into a single dashboard for better visibility. Automate responses for common questions using chatbots or templates to save time. Prioritize inquiries by response deadlines or customer value, such as long-term clients or high-impact cases. Delegate tasks among team members to share the load effectively. Lastly, set clear response expectations with customers to maintain transparency and reduce pressure. Staying organized and focused ensures no inquiries are missed.

1.Categorize Inquiries: - Urgency:Identify which inquiries require immediate attention (e.g., service disruptions, urgent complaints). - Complexity:Determine the complexity of each inquiry to allocate the appropriate resources and time. - Type:Group inquiries by type (e.g., technical support, billing questions, general information) to streamline responses. 2. Set Response Time Goals: - Establish clear response time goals for each category of inquiries. 3. Delegate and Escalate: - Delegate tasks based on team members’ expertise to handle inquiries efficiently. By following these steps, you can effectively manage and prioritize customer inquiries, ensuring a timely and satisfactory response to your customers' needs.

1. Priorización según la urgencia del problema: - No todos los problemas tienen la misma urgencia, un cliente que reporta un accidente o una necesidad inmediata de cobertura tiene prioridad sobre quien solo busca información de su cuenta. - Para implementarlo usa un sistema de urgencia en tu plataforma, con etiquetas como "urgente", "moderado", "general". - Define los siguientes criterios: a. Urgente: Requiere resolución inmediata (reclamaciones o vencimientos). b. Moderado: Puede esperar unas horas (consulta de planes o ajustes menores). c. General: Puede gestionarse en 24-48 horas (preguntas informativas). - Beneficios: Aseguras que los problemas críticos no se pierdan en el ruido y mantienes la satisfacción del cliente. #RG

In this kind of situation, having a coherent and clear omni-channel strategy is critical to operational execution. This will enable you to prioritize platforms, channels and customer segments and then guide thru your channel strategy. You'll also need to ensure you set the right SLAs for each platform/channel.

If you’re being overwhelmed with customer inquiries from multiple platforms, you may want to consider relooking at your contact by channel strategy. To solve the immediate problem, use Natural Language Processing (NLP) based process automation solution to auto respond to generic and remove duplicate inquiries OR go with the good old manual method of... -Move all cases to one case management solution -Stand up a triage team -Define priorities by inquiry type -Take out duplicate inquiries -Send out a templated response to generic inquiries -Set up a SWAT style teams that are specialized to handle specific inquiries

Staying coordinated while resolving complaints on multiple platforms and also listening attentively inorder to understand easily what the complaints are, will boost your confidence in giving the best response to resolving the multiple platforms. Good listening skill will come in handy whereby you can diversify what complaints to response to firstly and the least to finally address.

First, define the rules: 1) In What time period should you answer 2) what are the 1st priorities 3) Team resource allocation. Second, make sure you actually follow the roules. If it’s not possible, redefine them. 3) Use automatisation tools where possible