7 Smart Ideas for Managing the Support Queue

1. First-Come, First-Served vs. Picking and Choosing

For smaller groups, it’s by and large best to help on a first-come, first-served premise. That implies handling the most established tickets first. You can use WordPress

Then again, choosing and picking is an extraordinary method to give clients with harder issues the consideration they merit and those with easier issues a faster answer.

While picking and choosing those “simple” tickets is an agreeable and straightforward practice, those same tickets are additionally the ones you could prevent from coming in by and large by making information base articles for basic issues. In the event that the documentation as of now exists, you can try different things with surfacing it in different regions of your task.

2. Using Roles

When it comes to timing and SLAs, if you’re trying to get your response time down, you can try a few different options. The first is to split your team up and ask half to tackle the newest tickets while the other half tackles the oldest. Comre WordPress Theme is one of the Coupons and Deals theme which is on themeforest.net . The team is providing support through freshdesk support system. 

Another option is one that we practiced when I worked on the support team at Level Up, a mobile loyalty and payments company. Our team found it most beneficial to define a few rotating positions on support, one of them called the “Ninja.” This was a role assigned to one or two people during the day at different time periods—usually the times with the highest volume. Their job was to begin with the newest tickets and to tackle them as quickly as possible. If they had to stop for too long and think about how to solve the problem, they were instructed to move on and give someone else a quick answer.

This allowed for the team to offer a percentage of users a super quick response to absolutely “wow” them, and helped lower queue volume for the rest of the team working on older tickets. There is a mental aspect involved with queue volume, and I’ve found that in most situations, overall team morale and motivation picks up when working from a quickly shrinking queue.

3. Need Support

As volume keeps on developing, you may need to put some focus on paying customers. At Zapier, we endeavor to give tickets from clients on our Business, Business Plus, and Infrastructure designs a look before working from the most seasoned tickets. This depends on the theory that on the off chance that they are paying more, you should give them more consideration.

This isn’t to state you ought to boost moves up to higher plans for need bolster, as free clients for the most part require the most help. That being stated, organizations like Mail Chimp are adopting the contrary strategy. Mail Chimp just gives email support to those on a paying arrangement. That is on account of they complete an awesome activity of making and surfacing their documentation to clients. Setting up that prerequisite causes them center around clients who are paying to get more out of the item.

4. Working from an Unassigned Que

Presently shouldn’t something be said about assigning tickets? Most groups handle this in a comparable manner, naturally allotting the ticket to the individual who initially reacted. This enables them to catch up with an answer in their own line or view, and they are essentially in charge of the whole connection, alongside finding an answer for the issue.

We handle this a bit diversely at Zapier. Our whole help group works from an unassigned line. Our designers have invested a great deal of energy building devices for the group to tackle the most issues in a convenient way. The most huge is a Chrome augmentation that enables us to effectively get to client data appropriate from inside Help Scout. We have fast access to general client data, alongside brisk connects to our administrator board, a client’s Task History, API logs, Stripe, and some other piece of that client’s record. We additionally have connections to singular Zaps (what we call the connection between two applications on Zapier) and significantly more connections relating to various parts of those Zaps, so we can penetrate down to the data we require without investing valuable energy hunting down it.

Zapier sidebar in Help Scout

The support crew at Zapier also does a fantastic job leaving notes on next steps for the next person who lands on the ticket. Most of the time, though, there is plenty of detail included in the previous reply to the user.

Anyone can land on a thread, know what’s going on within seconds, and then help the customer with next steps. This also helps give faster responses, as tickets don’t get stuck in anyone’s personal queue. If the customer replies, everyone can see it and anyone can reply

5. To Triage or Not to Triage

Some teams purposely hire support members who are strong in one area. These teams also often triage tickets to their teammates. Sometimes the manager will assign tickets to those with relevant strengths and other times, triage will be a rotating role on the support team. Each week, one person could be responsible for keeping an eye on the queue and volume per teammate and assign tickets accordingly. This ensures a personalized experience and the highest quality responses for your customers.

If triaging doesn’t work for your team, tagging tickets by subject matter and having teammates pick and choose subjects relevant to their skill sets is an alternative. Or, if you use a help desk like Help Scout, you can set up a workflow to assign relevant conversations to teammates based on tagging particular types of issues.

Another approach is to have your ticketing system auto-assign tickets to teammates so they are evenly distributed. This ensures that everyone has something to work on, even if it isn’t based on a particular skill set.

6. Setting Up Tiers

Setting up tiers

Trialing and assigning out doesn’t generally need to be founded on topic; it could likewise be founded on the detail of the issue. Some help groups work in various levels. At Zapier, we have our primary help group, an engineer working with our help group (who is going about as Tier 2 bolster), and additionally a Tier 3 specialized individual. Level 2 and Tier 3 are week after week pivoting positions.

In the event that help can’t unravel the issue and it appears to be extremely specialized in nature, it will get appointed to the designer working in Tier 2 bolster for that week. Level 2’s activity is to include these issues into GitHub, and Tier 3 is in charge of working through and tackling those issues, helping Tier 2 if necessary.

7. Joining Processes to Build the Most Efficient System

By inspecting and testing these distinctive methodologies, you can take a bit from each and make a proficient procedure to deal with the line. It is anything but a one-estimate fits-all approach, however there are advantages of every that you can execute to enhance the manner in which your group deals with their help line.

In any event, have a go at working from an unassigned line, from most seasoned to freshest tickets. This guarantees your whole group is getting equivalent presentation to the issues coming from your venture and furthermore guarantees clients are being helped in the request they messaged in. Next, begin exploring different avenues regarding channels and labeling to get on the issues that make up the greater part of your help tickets. Help Scout enables you to see volume by tag:

Help Scout - Volume by Tag

When you make sense of what’s creating the most astounding volume of solicitations, you can work with your group to include, enhance, or reemerge assist documentation with answering your clients’ inquiries and diminish your help stack.

Since you’ve chopped your line down to the most critical tickets, you can additionally streamline. Characterize what influences a high need to ticket and start to channel, tag, and after that organize those. When you know which tickets to handle first, start to dole out parts and begin trialing. Each group and item is extraordinary, so leave space for experimentation.

Doesn’t matter of which process or mix of procedures you attempt, each will have upsides and drawbacks relying upon your item and how your group works. While there is no “right” approach to handle your help line, testing a few methodologies will enable your group to locate the correct fit, bringing about most extreme productivity and charmed clients.

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