What Is a Surge and How Liveware Can Help You Thrive

A surge is one of the biggest challenges businesses face when delivering excellent customer service. It’s the sudden spike in demand that leaves teams overwhelmed and customers frustrated. Whether it lasts a day or several months, managing these surges efficiently is critical to maintaining customer satisfaction—and keeping your operations running smoothly.

Understanding the Causes of Surges

There are two types of surges businesses encounter:

Planned Surges
These are predictable events that encourage customers to reach out to your business. With proper planning, they can be opportunities to boost profitability:
• End of Financial Year (tax season)
• Black Friday, Cyber Monday, or Boxing Day sales
• Common policy renewals like insurance anniversaries

Unplanned Surges
These unpredictable events can catch businesses off-guard and cause chaos:
• Pandemics or natural disasters (e.g., COVID-19)
• Cybersecurity breaches
• Service disruptions or outages
• Negative media coverage

No matter the type of surge, the key to success is preparation—and that’s where Liveware comes in.

How Liveware Prepares You for Surges

As a growth-focused consultancy, Liveware takes a holistic approach to surge readiness. We partner with businesses to ensure they don’t just weather the storm but find ways to improve customer experience and ROI along the way. Here’s how we do it:

Strategic Planning
We work with your team to develop a customized Crisis Action Plan, ensuring all parts of the business—from front-line staff to management—are prepared and equipped to handle surges.

Technology Integration
Liveware helps you implement CX technologies such as self-service portals, AI-powered chatbots, and IVRs to provide quick solutions for customers during peak times, reducing pressure on your team.

Flexible Workforce Solutions
We provide scalable workforce strategies, including managed service options and global overflow support, so your team can handle spikes in demand without compromising service quality.

With Liveware, your business will be ready for any surge.

Email to michael.clark@liveware.co to discuss how Liveware’s expertise can help you handle surges and scale your business while delivering ongoing ROI.