Optimizing Customer Support
0 likes1,787 views
The document discusses optimizing customer support through analysis of support usage and its correlation with user transactions. It includes a case study on Harris Farm Markets focusing on individual issue resolution and operational improvements. Key metrics such as ticket volume, resolution times, and identification of at-risk high lifetime value customers are highlighted.
Optimizing Customer Support
- 2. 3 Correlation between support usage and user transactions Identify at-risk, high LTV customers Products that create support volume What you’re going to learn 2 1
- 3. Case Study
- 6. Harris Farm Markets Resolving individual customer issue Making ongoing operational improvements
- 7. The Results
- 13. Average time to resolution
- 14. Average time to resolution
- 15. Peak ticket days and hours
- 16. Who is filing tickets?
- 17. Correlation between support usage and LTV
- 18. Identify at-risk, high LTV customers
- 19. Products that create support volume