Handling a support ticket can get brutal. Whenever you think you're done, you get another one waiting in line. There's also the support ticket that nobody wants to touch because it's too difficult. Bouncing stray tickets from department to department can easily get in the way of proper resolution times.
In the end, you get swamped with the ever-increasing support ticket number and your clients get angry because their cases are not resolved. To avoid this sad fate you need to get organized!
These 7 points will help you approach each support ticket efficiently and allow you to speed up your response and resolution times:
1. Quickly respond to each new support ticket.
Try keeping your first response time under 30 minutes. Even if you don’t have an immediate solution, customers need to know that you are taking care of their problems.
Your clients can face a wide array of problems. Be it an order mistake or an incorrectly billed credit card, it is always an inconvenience for them. They will grow more and more frustrated until you respond.
A quick reply will let them know that the cavalry is coming and that their problem will be resolved soon.
2. Don't bounce a support ticket between departments.
Nothing gets in the way of a quick ticket resolution like bouncing it from one department to another. Support sending a support ticket to the technical team to fix a bug in the system. The tech team sending the ticket back to get more information on the case. All this happening while your client waits for a solution.
Instead of treating the support ticket like a ping-pong ball, start working as a team. If the tech department needs more data to solve a case, your support staff should ask for it right off the bat. Fine tune your support to a point where you need to assign tickets only once.
3. Pay attention to ticket statuses.
All to many times tickets get lost or customers don’t get their answers because of badly assigned ticket statuses.
Choosing the right support ticket status is crucial to successful ticket resolution. It's just like sending an order to a client. If you use the wrong address, the package won't reach the customer.
Here's what you need to know about support ticket statuses:
- Open tickets need answering. Do it as soon as possible. When you reply just to let the customer know that the case is being handled, make sure to leave it as Open.
- When replying with a solution that will close the case, mark the support ticket as Solved.
- Use the Pending status whenever you’re asking for more information and you need to wait for a reply. When there is no reply from the customer for an extended period of time you might want to send a reminder, just to make sure the client got it.
4. Make your responses simple.
The easier to understand your replies are, the faster the case will get resolved. Whenever replying to a customer, clearly outline what needs to be done next to solve the problem.
Nobody likes reading through a wall of text only to find the answer at the very end. Keep it simple!
5. Handle the old cases first.
When selecting a case to address, you should consider starting with the oldest one. This is because the client who created that ticket had to wait the longest.
It won’t matter that you solve some cases within an hour if there are customers who had to wait for weeks just to get an answer.
6. Check for new tickets regularly.
Get into the habit of checking your helpdesk for new cases. Email notifications will let you know when there is a new support ticket waiting to be resolved or there is an update to an ongoing cade. Make sure that you are getting them!
It is also worth checking the spam section from time to time. Even though the filters are very precise, a normal support ticket can sometimes get flagged as spam.
7. Don't leave cases unfinished.
A support ticket remains unsolved in the eyes of a client until they receive a proper notification. Don't leave your customers in the dark! When you solve the case, make sure to let the customer know that their problem has been handled and that they can now use your services normally.
If the case gets stretched out and takes longer than usual to resolve, make sure to let the client know – a little reassurance goes a really long way.
Got any special methods or routines you use to solve a support ticket? Feel free to share in the comments!
Photo courtesy of Tavallai.