Today, dissatisfied customers can become a cost for the company resulting in a public relations disaster. Every organization tries to minimize issues and improve their customer service because customers are only a click away from taking out their grievances on social media. The ability to identify critical customer service issues quickly is now more important than ever before. One way to battle this issue is to create better support tickets.
This tactic will help customer support agents tackle the most critical issues in real time first and resolve them faster. Here are 4 steps which can help you create better support tickets to improve your customer service and decrease the time between solving issues.
Include Structure Choices in Custom Fields
Support tickets usually come with standard fields such as customer name, date, etc. and the problem or issue asked about is to be filled in a generic manner. You can add custom fields, which will narrow the criteria of the problem and pinpoint exactly the issues that are re-occurring. Custom fields are tied to analytics in your ticketing software; the recurring issue at a high volume will alert support agents that it is high priority.
Program Software to Signal a Critical Issue at Time of Occurrence
Companies need to determine the threshold where a specific issue becomes critical to solve for them. The number of support tickets, which are tied to your analytics via custom fields, can vary depending on the type of issue, timing of release and time of day. For some companies, three cases are enough to flag it as critical but for others maybe 10 cases are required. Critical issues are easier to identify in companies that don’t have a customer base of thousands.
Prepare an Action Plan to Respond To Alerts
Once you have custom designed your support tickets, it will identify when an issue has reached a critical level to be addressed, but your action plan to respond to different issues will vary. For example, an action plan for an email server that is down versus a new software feature, which is not working, could be very different. Regardless of this fact, you must create a base line for your action plans. For example, once a critical issue has surfaced, the next action could be sending an automated alert for resolution to the problem management team.
Assess the Effectiveness of the System to Identify Critical Issues
Lastly, it is important to track the effectiveness of your company’s ticketing and reporting system. After you have incorporated custom fields, run custom reports on those fields to establish how widespread an issue is. For example if you have created a custom field to report when an email service is down categorizing it as “email” and reporting everything containing that word, identify if your system is picking every issue of that type and sending alerts correctly.
You can also include a feedback form or tab asking customers how quickly their issue was resolved.
Such insights will help you to determine not only the most pressing issues, which demand attention, but also improving the time it takes between reporting an issue and resolving it, thus improving customer service.