How To Resolve Your Support Tickets Faster
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The webinar discusses strategies for improving ticket resolution times, emphasizing the importance of first contact resolution (FCR) and how effective help desk support can enhance customer satisfaction. It outlines reasons for slow resolution, such as understaffing and poor communication, and provides methods to address these issues, including automation and better ticket categorization. Key tools and practices like knowledge bases and canned responses are presented as ways to foster efficiency in customer service operations.
How To Resolve Your Support Tickets Faster
- 1. How to resolve your -ckets faster A HappyFox Webinar
- 2. Did you know? that 41% of consumers in the world want an email response in less than 6 hours? that only 36% of retailers across the globe actually respond that quickly? that 91% of unhappy customers will abandon an online transac@on if their ques@ons or concerns are not addressed quickly?
- 3. 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
- 4. Mean Time To Resolu-on • It is defined as covering the space of @me from the @cket opening to @cket resolu@on.
- 5. 3 reasons to have good Resolu-on -me Customer Level Staff Level Organiza@on Level
- 6. Pop quiz What do you think is the most important thing required for solving @ckets faster?
- 7. 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
- 8. 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
- 9. 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
- 10. Tackling Staff boIlenecks Understaffing Undertraining Incorrect Assignment Lack of relevant informa-on
- 11. Understanding Customer paIerns • Analyze repeat contacts across channels for Root Cause Analysis • Iden@fy customer profiles for predic@ve @cket paUerns
- 12. Can you manage everything by yourself?
- 13. Help desk support • Volume of support • Right feature set • Off-‐loading the excess burden of support staff
- 14. 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
- 15. Ticket Assignment • Categorize @ckets to avoid including wrong @cket in the wrong category • Easier tracking for admin and customer service managers
- 16. Automa-on • Streamlines workflow • Eliminates need for admin interven@on • Frees up the @me of support staff to focus on cri@cal issues
- 17. Stats Corner By 2020, customers will manage 85% of their rela:onships without talking to a single human ~ Gartner Research
- 18. No-fica-ons • Acknowledge @cket recep@on automa@cally • No@fy staff new @cket • Receive no@fica@ons for all @cket ac@vity
- 19. “Tell me and I'll forget; show me and I may remember; involve me and I'll understand.” It’s -me for a demo
- 20. Stats Corner Automated responses for :ckets contributes to an average of 72 minutes of agent produc:vity saved per day ~ HappyFox Customers
- 21. Canned Ac-ons • Create templates for swid replies to commonly asked ques@ons • Save @me spent on answering simple @ckets and frequent issues
- 22. “Tell me and I'll forget; show me and I may remember; involve me and I'll understand.” Just another quick demo
- 23. Knowledge Base • Make informa@on available to all staff • Empower customers to take up self-‐service • Proac@ve customer service to reduce @cket inflow
- 24. Repor-ng • Capture cri@cal support data • Track first response @me, resolu@on @mes • Be informed about the type and volume of @ckets
- 25. “Tell me and I'll forget; show me and I may remember; involve me and I'll understand.” It’s demo -me again
- 26. This may be the end of the tunnel
- 27. 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!
- 28. The longer you wait, the harder it is to provide outstanding customer service ~ William.H.Davidow THANK YOU