Support ticket automation can make or break your team’s productivity. There are many companies that offer traditional help desk tools and knowledge bases, while other companies offer live chat environments. HubSpot has the best of both worlds and allows businesses to streamline communication between customer inquiries and support tickets, no matter the medium.
In this post, we suggest five ways you can keep your service team organized and solve the needs of your customers and your business.
1. Determine Your Customer Service Path
When setting up your services flywheel, you first need to overseas chinese in worldwide database figure out how customers will communicate. Are your products and services primarily found on your website? If so, live chat support may be for you. If your services are typically handled off of your main site, or on a completely different platform, an email support funnel may work better.
Here are two tools that will help your team set up a successful customer service path:
A chat flow will offer quick responses from a bot without your team actually needing to be online. You can easily segment customers into the right categories, then create a support ticket and follow-up task.
Email will offer a more personal touch, even when using the subscriber list of people interested in your business snippets or templates tool. This method is probably the more practical and conventional of the two and is a great way to connect with customers one-on-one. When someone emails your support address, you can automatically create a ticket with specific properties, and then it’s ready to respond.
2. Leverage Reports
As tickets come in, you’ll want to continually measure your success using reports. Here are some questions to ask to better understand your customers’ needs: Where is the highest volume of tickets coming from?
This will help you serve your customer base and allow them to communicate through the channel that is most convenient for them.
How quickly are you closing tickets and who is closing them?
Metrics are useful for any team environment and adding this report will help you track success and productivity. You can find out who is doing what and why it is working.
How many entries arrive over time?
A basic report will allow businesses to see what time of year, month or week is busiest for them and prepare accordingly.
3. Organize and Prioritize Customer Inquiries
Depending on what your company does and how many products sms to data or services you have, you’ll need to figure out the best way to prioritize customer inquiries. Most companies use a “first in, first out” method, while others use urgency as the deciding factor. This process will be different for everyone, and you’ll want to pay attention to your team’s workflow as well as the needs of your customer base to get the right response.