How To Resolve Your Support Tickets Faster
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Transcript of How To Resolve Your Support Tickets Faster
How to resolve your -ckets faster
A HappyFox Webinar
Did you know?
that 41% of consumers in the world want an email response in less than 6 hours?
that 91% of unhappy customers will abandon an online transac@on if their ques@ons or concerns are
not addressed quickly?
that only 36% of retailers across the globe actually respond that quickly?
Overview
• What is Mean Time to Resolu@on? • Importance of good resolu@on @me • Reasons for poor resolu@on @me • Methods to improve resolu@on @me • The Contribu@on of a help desk • Q & A
Mean Time To Resolu-on
• It is defined as covering the space of @me from the @cket opening to @cket resolu@on.
3 reasons to have good Resolu-on -me
Customer Level Staff Level Organiza@on Level
Pop quiz
What do you think is the most important thing required for solving @ckets faster?
5 simple ways to improve Resolu-on -me
Improve FCR
Minimize Wai@ng @me
Eliminate staff boUlenecks
Understand customer paUerns
Iden@fy the right help desk tool
First Contact Resolu-on rate
• Resolve customer issue in first contact • #1 Driver for customer sa@sfac@on
Every 1% increase in FCR has a 1% increase in customer sa@sfac@on – SQMGroup.com
Minimizing Wai-ng Time
• Late assignment of a new @cket • Ignorance about a customer response on a @cket • Poor or delayed response from other teams within the organiza@on, when required.
• Delayed response from the customer
Tackling Staff boIlenecks
Understaffing Undertraining Incorrect Assignment
Lack of relevant
informa-on
Understanding Customer paIerns
• Analyze repeat contacts across channels for Root Cause Analysis
• Iden@fy customer profiles for predic@ve @cket paUerns
Can you manage everything by yourself?
Help desk support
• Volume of support • Right feature set • Off-‐loading the excess burden of support staff
6 things every help desk should do
I. Ticket Categoriza@on II. Automa@on III. No@fica@ons IV. Canned Ac@ons V. Knowledge Base VI. Repor@ng
Ticket Assignment
• Categorize @ckets to avoid including wrong @cket in the wrong category
• Easier tracking for admin and customer service managers
Automa-on
• Streamlines workflow • Eliminates need for admin interven@on • Frees up the @me of support staff to focus on cri@cal issues
Stats Corner
By 2020, customers will manage 85% of their rela:onships without talking to a single human
~ Gartner Research
No-fica-ons
• Acknowledge @cket recep@on automa@cally • No@fy staff new @cket • Receive no@fica@ons for all @cket ac@vity
“Tell me and I'll forget; show me and I may remember; involve me and I'll
understand.”
It’s -me for a demo
Stats Corner
Automated responses for :ckets contributes to an average of 72 minutes of agent produc:vity
saved per day ~ HappyFox Customers
Canned Ac-ons
• Create templates for swid replies to commonly asked ques@ons
• Save @me spent on answering simple @ckets and frequent issues
“Tell me and I'll forget; show me and I may remember; involve me and I'll
understand.”
Just another quick demo
Knowledge Base
• Make informa@on available to all staff • Empower customers to take up self-‐service • Proac@ve customer service to reduce @cket inflow
Repor-ng
• Capture cri@cal support data • Track first response @me, resolu@on @mes • Be informed about the type and volume of @ckets
“Tell me and I'll forget; show me and I may remember; involve me and I'll
understand.”
It’s demo -me again
This may be the end of the tunnel
The important thing is to never stop ques:oning. Curiosity has its own reason for exis:ng. ~ Albert Einstein
You have ques-ons? Ask away!
The longer you wait, the harder it is to provide outstanding customer service ~ William.H.Davidow
THANK YOU