sfk11jmd
Post on 17-Sep-2014
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Reply to your emails! Customer service, trouble tickets, and replying
to emails James Michael DuPont
<[email protected]> Flossk.org Member
OTRS system for customer service
Kosovo and the Global market
http://www.flickr.com/photos/wwworks/2222523978/
Delivering value to the customer is the key to success for Kosovo.
http://www.flickr.com/photos/25802865@N08/3802050675
Dedication and Responsiveness are some of the key values
http://www.geograph.org.uk/photo/1653876
How to make money on the international market
1. Better Skills 2. Lower Cost 3. Faster Response4. Use Less Resources 5. More Reliability
http://www.flickr.com/photos/miran/5792635506/
Better Skills
Lower Cost
http://www.flickr.com/photos/ecastro/3053916892/
Use Less Resources
http://www.flickr.com/photos/antonfomkin/5243218781/
More Reliability
http://www.flickr.com/photos/webb-zahn/4503643657/
Time = Money
http://www.flickr.com/photos/miran/5792635506/
http://www.flickr.com/photos/servus/16117730/
TIME=Money
http://www.flickr.com/photos/slapers/6089257678/
Time=Money 2
http://www.flickr.com/photos/mikeyskatie/5422122142/
Single Point of Failure
http://en.wikipedia.org/wiki/File:Single_Point_of_Failure.png
Responsible
Responsible
http://www.flickr.com/photos/walkn/6065970748/
Responsible
http://www.flickr.com/photos/robertcz/274368898/
How to get started
http://www.flickr.com/photos/lancefisher/2548341737/
The Problem : Unanswered Emails
http://www.flickr.com/photos/rosedeniz/2307491776/
The Solution: Trouble Ticketing
http://www.flickr.com/photos/25031723@N06/6066855558/
One Good Solution :OTRS
Open Source Ticket Request Systemhttp://otrs.org/
A Web framework built in Perl that provides aHelp Desk system.
Key Time measurements
1. First Response Time2. Update Time 3. Solution Time
Key Time :First Response
http://www.flickr.com/photos/leecannon/5628816590/sizes/l/in/photostream/
Key Time : Updates (Patches)
http://www.flickr.com/photos/alyssssyla/3081007512/sizes/z/in/photostream/
Key Time : Solution Delivered
http://www.flickr.com/photos/25802865@N08/3802050675
Good Responses
FAQ SPLIT IT UP Response Pending Escalation Delagation Feedback Respond to Moving Goals Acknowledge Receipt
Moving Goals
http://www.flickr.com/photos/68505590@N05/6285099444/
RTFM / FAQ
http://www.flickr.com/photos/42931449@N07/5397530925/
Chop Up Big Problems
http://www.flickr.com/photos/paulk/3167787796
Response Pending is a Response
http://www.flickr.com/photos/palmdiscipline/75511425/
Escalation
http://www.flickr.com/photos/h4ck3rm1k3/3624394759/sizes/m/in/photostream/
Delegation
http://www.flickr.com/photos/usembassynewdelhi/5736676296/
Short Response
http://www.flickr.com/photos/subspace-eddy/2382656103/sizes/z/in/photostream/
Provide Feedback
http://www.flickr.com/photos/boltron/3132662146/sizes/z/in/photostream/
Moving Goals
http://www.flickr.com/photos/68505590@N05/6285099444/
Internal Workflow
http://www.flickr.com/photos/scallop_holden/2323763642/
Intern
* Organize Queues
* Dont wait for responses
* Use Priority
* Use Time Limits
* Time Tracking
* Pending Reminder
* Learning Organization
Dont wait for response
http://www.flickr.com/photos/el_momento_i_sitio_apropiados/4196408399/sizes/z/in/photostream/
OTRS Attachments
http://www.flickr.com/photos/defenceimages/4987283722/
High Priority
http://www.flickr.com/photos/rmgimages/4660619662/
Time Limits
http://www.flickr.com/photos/pgordon/5944446567/
Pending Reminder
Low Priority
http://www.flickr.com/photos/australianshepherds/6108930845/
Time Tracking
Usage of a wiki
Ticket ownership
http://www.flickr.com/photos/keoni101/5132652314/
Have resources available
http://www.flickr.com/photos/wmode/3427530637/sizes/l/in/photostream/
Queues of Work
http://www.flickr.com/photos/newporteye/6092579233/sizes/l/in/photostream/
Queues 2
http://www.flickr.com/photos/maynard/2037670398/
A Learning Organisation
http://www.flickr.com/photos/kevinpoh/4404925960/
OTRS integration
OTRS Interfaces
Web Interface for CustomersWeb Interface for Agents
Email Interface (auto responders)Ticket System