Last Updated on January 5, 2026 by Holland Rocha
The holiday rush is finally over. While January might feel like time to catch your breath, it’s actually the perfect moment to address those support system gaps that peak season exposed. Think of it as an annual customer service review – a chance to evaluate what worked, what didn’t, and what needs to change. Now is the time to tackle these issues while the experience is still fresh.
Clean Up Temporary Holiday Workflows
We’ve all been there – the holiday rush hits, and you create additional automations in Re:amaze to manage the increased volume. Perhaps you set up new Workflows to handle seasonal inquiries, or added Cues to help your team identify priority conversations in the inbox. While these automations were valuable during peak season, it’s worth reviewing them now to ensure they’re still serving your current needs.
Take time this month to audit your automation setup. Review which automations are still active and whether they align with your current operations. This review isn’t just about updating your systems – it’s about documenting successful solutions so you can build an even better support setup before your next busy season.
Refresh Your FAQ Content
Your FAQ section likely saw heavy traffic during the holidays, making this the perfect time for a thorough review. Start by removing or unpublishing any seasonal content – those Black Friday deals, holiday shipping cutoffs, and special return policies are no longer relevant and might confuse customers if left active.
But don’t stop there. The holiday rush probably revealed gaps or outdated information in your evergreen FAQ articles too. Did customers repeatedly ask for clarification on certain policies? Were your shipping or return explanations clear enough? Use these insights to strengthen your FAQ content. Remember, your FAQ should answer questions completely the first time, preventing the need for customers to reach out for additional help.
This is also a great opportunity to check if any screenshots or step-by-step instructions need updating. Small details like these can make a big difference in how well your FAQ serves your customers throughout the year.
Analyze Your Holiday Support Metrics
Now that the dust has settled, dive into your support data from the holiday period. The Reports section in Re:amaze offers several valuable views that can reveal patterns you might have missed while firefighting during peak season.
- Conversations Report: Review how conversation counts fluctuated throughout the holiday period and identify your peak days. This historical data will help you staff appropriately next year and understand your true volume capacity during high-stress periods.
- Response Times Report: Examine your first response times and overall response times to see where your team met (or missed) your service level goals during high-volume periods. Look for patterns in when response times degraded – these are the moments when you needed additional resources or better processes.
- Tag Report: If you’ve been consistently tagging conversations, this report reveals which types of issues drove the most contacts – whether shipping questions, product inquiries, or return requests. These insights should directly inform your FAQ updates, help documentation, and even product or operational improvements.
Set your report date ranges to compare your holiday period against normal operations. The patterns you discover will guide everything from content creation to staffing decisions for next year’s peak season.
Listen to Your Team
Your support team just navigated your busiest season and gained invaluable firsthand insights that metrics alone won’t reveal. Whether you have two agents or twenty, taking time to gather their feedback is essential to a complete customer service review.
Schedule informal debriefs with your team members – even a casual conversation over coffee can uncover important patterns. Ask what frustrated them most during peak season, which tools or resources they wished they had, and what surprised them about customer behavior. These conversations often reveal gaps in processes, missing documentation, or workflow issues that weren’t obvious from the outside.
Document what you learn while it’s fresh. Create a simple reference document that captures what worked well, what didn’t, and specific examples of challenging situations. This becomes invaluable when training new team members or preparing for next year’s holiday rush. Your team’s experience is one of your most valuable assets – make sure you’re capturing and acting on their insights.
Ready to Start Your Customer Service Review?
Your customer service review doesn’t need to be overwhelming. Start with one section – clean up those holiday workflows, refresh your FAQ content, or dive into your reports. The key is taking action while the holiday experience is still fresh in your team’s mind. These small investments in January will pay dividends throughout the year, building a stronger support operation that’s ready for whatever comes next.