How to Optimize or Improve your customer response times ?
Response time is one of the client experience attribute
How do track your Customer tickets?
Do you use any Customer service software tools ( automated) or
do you use manual process (paper based,outlook,gmail etc)
How does your customers interact with Support teams?
Phone OR chat OR IVR OR email ?
Hopefully 90-99% phone/Chat/IVR inquiries are resolved over the phone only.
email inquiries are challenging
Can you make a report of current response times and what is the quality of that data?
if you are using automated tools and you have a current response times ?
- Document the end to end flow?
- can you document the end to end process flow?
- are you not able to document the E2E flow due to multiple paths
- can you trace /
- Standardize your process- the document
- Identify if there is a requirement to change business Process?
- Identify any steps can be eliminated or automated with technology?
- does the client support team is using the technology p