4 ways to navigate customer service surges

Growth challenges · Jun 16, 2025

Whether you're opening another location, increasing your service offering or expanding into online sales, as your business grows so will the number of customer interactions. Although the influx has its challenges, a surge in customers is a good problem to have – it means your business is growing. The key to success is maintaining high service quality while managing the increased demand.

Investing in better customer service can positively impact your business outcomes.

Forbes

says that 55% of people value knowledgeable staff and 48% will pay more for good customer service.

Handling a flood of customer inquiries can be challenging. Long wait times and overworked staff can frustrate customers and impact brand loyalty. However, with the right tools, this good problem can help you to improve your customer service, retain customers, attract new customers and maintain high product/service quality. Here are 4 ways that you can navigate customer service surges with confidence:

1. Mastering call management

Using a cloud-based communication platform will unify your phone system, messaging and team collaboration tools.

TELUS Business Connect

's intelligent auto attendant feature acts as a super-smart virtual receptionist, routing calls to the right department or person. This automation reduces wait times and ensures customers are connected to the right person from the start, improving efficiency and the customer experience.

2. Minimizing uninterrupted service

Investing in reliable mobile and high-speed internet solutions, like

TELUS Business Mobility

and

PureFibre

, can help avoid network downtime and enable connecting with your team. TELUS Business Internet Backup provides peace of mind with automatic LTE/5G backup capabilities. In combination with TELUS’ robust network and technology, your team is primed to handle customer inquiries smoothly while limiting the risk of downtime, even during peak times – maintaining service quality and keeping operations running seamlessly.

3. Improving the waiting experience

For businesses with physical locations, strategically placed TVs in waiting areas can make those wait times feel shorter and provide a platform to showcase your products or services, turning waiting into a productive and engaging experience.

TELUS Business Optik TV

keeps customers entertained and informed during your busiest hours.

4. Use insights to make data-driven improvements

Gain real-time insights into customer volume, queue performance and traffic patterns to optimize staffing and enhance service efficiency from security technology integrated with advanced analytics tools.

TELUS Secure Business

insights can help you make smart, data-driven decisions to stay ahead of the curve and use your resources efficiently. By understanding your customer flow and service patterns, you can proactively adjust your strategies to meet demand and improve service quality.

Focus on what you do best with TELUS Business

By taking a proactive approach and using the right technologies and partnerships, your business can turn the challenges posed by uncertainty into opportunities for innovation and growth. Many of these solutions, particularly those involving technology upgrades and bundles, can be more easily implemented with the support of a trusted partner.

With

TELUS Business

, you’ll always feel ready to go no matter how big you grow. From mobility, internet and office phone solutions to the security of your team, data and assets, we provide comprehensive support with dedicated specialists, a robust network and the expertise to help your business scale.

TELUS understands the unique pressures facing Canadian businesses, and is committed to providing the support and solutions needed to thrive. We can help you get access to the next-gen tech and expert advice to help you focus on what you do best. Plus save on the latest tech and easily switch providers with a dedicated Customer Success Manager. Learn more at

telus.com/Grow

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