If you work with any type of customer support, you probably know much of a struggle a disorganized process can be. Different channels to receive tickets, lack of standardization, uncentralized information… All of this gets in the way of providing the best customer service experience.
In the journey of keeping track of tickets, resolving them and giving the customers feedback, it’s easy to get lost. Before you realize, you are overwhelmed with work, your clients are unsatisfied and each ticket takes way more time than it should be addressed.
If you want to improve your support game, follow these tips:
Avoid Disorganized, Incomplete or Unhelpful Tickets
The best way to avoid these is to have standardized tickets, so all of them contain all of the information needed.
Also, it’s important to train the support team to write informative and detailed tickets, including what was already done to solve the problem and the deadline for the solution.
Solve all the problems
We know that sometimes you hit a brick wall. Maybe the problem was too complex, or the product is broken or the client wants something you can’t offer. But none of this is an excuse to leave the problem unsolved.
If there’s nothing else service desk can do, offer an alternative: if the product or service is rendered unusable, help the customer get a new one; if the client is frustrated, show them the steps to get what they need. Scrap the words “unfortunately, we can’t…” from your vocabulary and perfect the customer experience.
Have clear goals
When the process is disorganized, it’s complicated to keep track of all of the resolved, unresolved and pending tickets from every team member.
But with complete reports, you can analyze the volume of requests in a given period, see who is resolving more tickets and set goals. This keeps teams motivated and managers in the loop.
To prevent these problems, you need a support software that will ensure customer satisfaction for all kinds of business.
Don’t waste more time: start using Pipefy
How to get started
Now that you know how Pipefy can help you, you can sign up and use our pre-modeled customer support template.
It is already set up with the most common steps in the support process. But, if it doesn’t meet your needs, don’t worry: you can customize it until it’s perfect for your company!