Make sure you’ve set the right expectations for your customers, as there’s nothing more frustrating for customers and demoralizing for the team if expectations aren’t met. Say, for example, that you use Intercom and you let customers know that you’re available 24/7 in an effort to show you’re there for them. However, if it’s only you or a couple agents handling conversations, meeting this expectation consistently will be tricky, if not impossible. Customers will be expecting something you simply won’t be able to deliver, and will likely be frustrated when you don’t. Setting more realistic expectations reduces the chance that you’ll leave customers disappointed and takes the pressure off agents.