“Be regular and orderly in your life,
So that you may be violent and original in your work.”
The above words of Gustave Flaubert very well describe what it takes to tame the support ticket queue and prevent it from piling up. Customer retention is undoubtedly the most fragile and consequential part of any commercial activity. Even the smallest bottleneck can wrongly direct your loyal customers to your competitors. So, it’s advisable to play safe the game of the ticket queue management process and ensure its smooth execution.
Pro tips for better management of your ticket queue process
1. Assign a team to scan the support ticket queue
Avoid any kind of double handling error and waste of time, by assigning a specific team of individuals who can scan through and section the tickets as spam, duplicate conversations, and emergencies. Also, the tickets need to be given priority either based on first cum first serve, or urgency.
Looking for Ticket Management Software? Check out SoftwareSuggest’s list of the best ticket management software solutions.
2. Assign specialized service providers for attending support tickets with quick turnaround time
It’s a smart trick to assign a group of personnel for attending to all the latest entrants in the ticket queue and solve them immediately if they can be resolved easily with a certain level of simple clarification involved. Such service providers can also take up the call to attend to tricky tickets and as a result, avoid any time lags or stagnation in the queue.
3. Implement self-service options
The most prioritized aspect of ticket queue management is to avoid any pile-ups in the queue. So wouldn’t it be phenomenal if the customers who call up for support, self serve their problems with immediate solutions? Customers get delighted when they can pull up the solution to their queries all by themselves, on receiving a bit of guidance from service providers. For this, the service providers can also create a searchable knowledge base, where all the frequently asked questions are answered beforehand. This also speeds up the level of customer Support ad satisfaction volume.
4. Customer categorization
For ensuring smooth and steady management of the queue for tickets, it’s better to categorize the customers based on the income they give to the company. Higher paying customers will come under the umbrella of VIP tag. Their issues need to be resolved with lightning speed. Other umbrella heads can be “urgent” or “ASAP – as soon as possible” and many more, as per the need of an hour.
5. Assign status to every support ticket
Tagging always helps identify the subject at each level and avoids any occurrence of errors like duplication of efforts and unanswered tickets. As a result, there is confusion, delayed customer support, and unnecessarily queuing up of tickets. Few examples of tagging the tickets are: New or open tickets, in-progress tickets, pending or in hold tickets, and closed or resolved tickets.
6. Fuel your information with more data
Fuelling the tickets with more and more information makes it easier for others to process them in the shortest period and comparatively more effectively. The contextual information like customer since date, the product they use, payment plan, the version of the product, etc helps in the better queue management process by way of increased customer retention and support, reduced in-queue time, customized solution, and more successful support.
7. Assigning the right ticket to the right solution provider team
Expertise always wins over generic response. So if the ticket in the queue is related to a specific subject and can only be answered by the experts of a specific department, management should be done to directly assign the ticket to that specific team without any delay. For example, financial queries, API questions, or marketing partnership requests.
8. Never hitch to escalate, when needed
It’s completely fine to escalate the issues which require a more senior level of involvement. Try to select, and escalate such issues immediately; otherwise, the ticket queue gets bottlenecked with such unresolved queries at your end. Move the tickets needing extra support to tiered support and the right team at the right team. A pro tip for a better ticket queue management process.
9. Provide support to service providers
Managing a ticket queue management process also involves the right management of the professionals involved in playing the role of service providers. It is essential to provide them with a healthy and friendly working environment. Changing roles and assignments and sharing or swapping duties do rule out any possibility of unhappy or ineffective role players in the queue management process.
10. Set up goals
It is essential to set up performance goals by using metrics like FCR or first contact resolution. Based on this first call resolution, you can calculate the resolution time, speed of your professionals, percentage of tickets closed after one single reply, the average number of replies required to solve a query, etc. This study also supports the quality of queue management and helps in rectifying the errors in due time.
So, now when you are through with all the pro tips and tricks to elevate the level of your queue management process, adapt yourself to the best. Also, you may try experimenting with a few other self-curated tips and tricks for better ticket queue management and share with us, for better reach and visibility of your ideas.