August Customer Service: Operational Playbook for Seasonal Demand

Why August Requires a Distinct Approach

August is a transitional month for consumer behavior: in the U.S. and many EU markets it’s the peak of back-to-school purchasing, last-minute travel, and end-of-summer promotions. For retail and e-commerce teams this often translates to a typical volume uplift of 10–25% over an average month; for travel and hospitality the increase can exceed 30% around holiday weekends. Operationally, this means predictable spikes in ticket volume, higher cart-abandonment recovery demand, and more complex cross-channel inquiries (shipping dates, returns, product specs).

Simultaneously, workforce availability declines because of planned vacations: expect agent out-of-office rates to rise by 8–15% unless proactively managed. That combination — higher customer demand and lower internal capacity — is why August should not be treated as a “normal” month; it requires advance planning, temporary capacity, and tighter SLAs to maintain CSAT and revenue outcomes.

Staffing and Scheduling: Exact Prescriptions

Start your August staffing plan at least 8–10 weeks before August 1. Practical rules-of-thumb: prepare for a 15% volume spike by adding 10–20% headcount capacity (either contractors or overtime), and set backup coverage for 12% of scheduled agents to cover sick/vacation. For omnichannel teams, target these agent-to-ticket ratios as baseline planning: 1 full-time agent per 60–100 incoming emails per day, 1 agent per 20–30 live chats per 8-hour shift, and 1 agent per 12–18 voice calls per 8-hour shift during peak hours.

Financially, model temporary agent cost at $18–$35/hour for domestic contractors or $8–$18/hour for offshore agents, plus a one-time onboarding/training spend of $150–$350 per temp agent. If you hire 10 temporary agents at $25/hour for 4 weeks (40 hours/week), labor cost = 10 × 40 × 4 × $25 = $40,000 plus onboarding ≈ $2,000–$3,500. Use these numbers in your August budget to compare against expected revenue protection from preventing cart abandonment and preserving lifetime value.

• Key SLA benchmarks to aim for in August: phone answer <60 seconds average, chat first-response <60 seconds, email first-response <4 hours (max 24 hours for non-urgent), social DM first-response <1 hour during business hours.
• Staffing math: plan 10–15% extra agents for rollover volume; schedule peak coverage between 10:00–14:00 local time and after-work spike 18:00–21:00. Implement split shifts or staggered starts to cover both peaks without excessive overtime.
• Cross-training: ensure at least 25% of agents are cross-trained to handle two channels (phone + chat or email + social) to flex capacity without recruiting additional hires.

Channels, Technology, and Workflow

Optimize your tech stack before August. Critical components: a single shared inbox/helpdesk, chat with proactive triggers, lightweight chatbot for simple FAQs, and workforce management (WFM) to forecast intraday adjustments. Popular vendors include Zendesk (https://www.zendesk.com), Freshdesk (https://www.freshworks.com), and Intercom (https://www.intercom.com); evaluate pricing and SLAs 12 weeks ahead to secure implementation windows. For a basic multichannel setup expect implementation contractor fees of $3,000–$12,000 depending on integrations and custom routing.

Automation is vital: configure chat deflection to resolve 20–35% of common queries using bot flows, and implement order-status web widgets to reduce “where is my order” calls by 30–50%. For high-value customers or complex orders, put an escalation path that surfaces tickets with order values >$200 to senior agents automatically. Instrument real-time dashboards showing contacts per channel, backlog, average handle time (AHT), and CSAT so supervisors can reallocate resources within 15–30 minutes.

Training, Scripts, and Quality Assurance

Training for August hires should be compact and focused: a 4–8 hour pre-season bootcamp covering systems, critical policies (returns, shipping windows, promotions), and 6–8 core scripts for common scenarios. Follow bootcamp with daily 30–60 minute standups for the first two weeks. Real-case roleplay should account for 60–70% of training time to accelerate ramp time; target a 7–10 day ramp to baseline productivity for experienced agents and 14–21 days for novice hires.

Quality assurance must be objective and frequent: sample 5–10% of calls/chats per agent weekly initially, then scale to 2–5% as agents stabilize. Use a standardized QA rubric (greeting, verification, resolution, upsell/cross-sell handling, compliance) with weighted scores: resolution 35%, communication 25%, policy adherence 20%, speed 20%. Hold weekly coaching sessions with two actionable items per agent and track improvement with a rolling 30-day scorecard.

• QA checklist (compact): verify correct order lookup, clearly state expected resolution timeframe, use empathetic language, offer one meaningful retention/upsell option when appropriate, confirm contact details before closing.
• Training logistics: provide updated policy cheat-sheet (one page) and a short 90-second FAQ video for each top-10 query; put those resources in the agent-facing knowledge base for instant use.

KPIs, Reporting and How to Calculate ROI

Track these KPIs in real time: Average Handle Time (AHT), First Contact Resolution (FCR target 70–85%), Customer Satisfaction (CSAT target ≥85%), Net Promoter Score (NPS target region-dependent; aim for +20 to +40), and Cost per Contact (target $1–$10 depending on channel and geography). Set escalation triggers: if backlog grows >20% from forecast for 2 consecutive hours, open surge mode and add at least 10% capacity.

ROI example calculation: if a 10-agent temporary pool (cost $40,000 including onboarding) prevents a 2% drop in conversion on 100,000 monthly site visitors with an average order value (AOV) of $80 and conversion rate baseline 2.5%, preserving 2% of conversions equals 40 prevented lost orders: 40 × $80 = $3,200 — clearly insufficient. But if those agents also save high-value orders and reduce refunds by $25,000 in prevented churn, total financial benefit can exceed costs. Always model both direct revenue saved and indirect retention value (customer lifetime value) when approving seasonal spend.

Quick Operational Checklist

Finalize vendor contracts 8–12 weeks out, confirm temporary headcount and training calendar 6–8 weeks out, and run a full technical dress rehearsal 2 weeks before August 1. Monitor daily KPIs during August and be prepared to enact surge rules at a 15% deviation from plan. With the right advance planning, technology, and focused training, August becomes a controllable peak rather than a risk to customer satisfaction and revenue.

What is the return policy for August?

If you are the original purchaser of the product from august.com and you are not satisfied with your purchase for any reason, you may return it in its original condition within thirty (30) days of the original purchase date and receive a full refund.

How do I contact August support?

844-284-8781
Please call 844-284-8781 for 24/7 support. If you have a question unrelated to an existing product, please fill out this form for Other Inquiries.

How to reset August lock without app?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To factory reset an August lock without the app, you must use the physical reset button located on the back of the lock, which is accessible after removing the battery cover. With the batteries removed, press and hold the reset button, then reinsert a battery to begin the reset process. After a few seconds, reinsert a second battery within the 10-second window to complete the reset.  Steps to perform a physical reset:

1. Remove the faceplate: of your August Smart Lock to expose the batteries. 
2. Remove all batteries: from the lock. 
3. Locate the reset button . The button’s location varies by model, so consult your lock’s manual for specific instructions. 
4. Press and hold the reset button . 
5. Reinsert a battery: to begin the reset sequence. 
6. Quickly reinsert a second battery: within 10 seconds. 
7. Confirmation: The lock will flash green to confirm the reset is successful. 

Important Considerations:

• Model Specifics: The exact location of the reset button and the procedure can vary slightly depending on your specific August Smart Lock model, so check your user manual. 
• Previous Owner: If you purchased the lock from someone else and cannot complete the reset, you can contact the original owner or August Support for assistance, which requires a valid proof of purchase and the lock’s serial number. 
• Clear Data: A factory reset erases all owner and guest data from the lock and removes it from the owner’s keychain. 

AI responses may include mistakes. Learn moreHow to Factory Reset a Previously Owned August DeviceAugust SupportHow to Reset Your Connected by August ModuleAugust Support(function(){
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Why is my August connect not working?

Connect Stopped Connecting

• Go to Settings on your iPhone.
• Select Wi-Fi. Then scroll towards the bottom, and you should see an option that says to set up August Connect as an accessory.
• Unplug/plug back the August Connect.
• Wait for a slow pulsating green light (setup mode).
• Select Wi-Fi.

What is customer to customer service?

Customer service includes actions such as offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Each customer service interaction is an opportunity to grow your business. Great customer service is a competitive differentiator that drives brand loyalty and recognition.

How do I contact Schlage customer service?

During the initial installation, if there is a problem with the Product’s performance, the Original User may simply contact Schlage Customer Service at 888-805-9837 in the U.S. and Canada or 800-506-7866 in Mexico for assistance.