how to resolve your support tickets faster
DESCRIPTION
A HappyFox Webinar On How To Resolve Your Support Tickets Faster Learn About: Appreciating the importance of measuring Mean Resolution Time. Tracking and managing Mean Resolution Time. Methods to improve Mean Resolution Time of your support process. How HappyFox Help Desk helps you to improve your Mean Resolution Time.TRANSCRIPT
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