Core Viewpoint - The article discusses the challenges faced by e-commerce customer service teams during peak periods and proposes several solutions to improve response efficiency and customer satisfaction [1]. Group 1: Pain Points of Customer Service During Peak Periods - High pressure on customer service teams due to increased order volume during promotions and holidays, leading to slow response times and customer dissatisfaction [3]. - Common issues include insufficient manpower, repetitive inquiries, and emotional fatigue among staff, which negatively impact service quality [5]. Group 2: Solutions to Address Customer Service Challenges - Implementing intelligent customer service systems to enhance response efficiency, allowing for 24/7 availability and automated handling of common inquiries [4]. - Optimizing staffing schedules through data analysis to predict peak times and ensure adequate manpower, including the establishment of a "peak response team" for urgent issues [8]. - Introducing self-service platforms for customers to manage their inquiries independently, reducing reliance on human agents [8]. - Utilizing collaborative tools for customer service teams to improve communication and efficiency in handling complex issues [8]. Group 3: Additional Recommendations - Utilizing data reporting features of customer service systems to identify peak inquiry times and adjust staffing accordingly [9]. - Establishing a pool of part-time customer service agents for flexible resource allocation during high-demand periods [9]. - Providing clear navigation and operational guidance for customers to facilitate easier self-service [10]. - Implementing automated ticket distribution and internal notes for better team collaboration and efficiency [11].