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How to effectively manage support requests queue and customer conversations on scale
As your customer support team gets into the groove, the volume of support requests will continue to increase. You will need to put a process in place to handle the number of requests. A logical process to manage your customer support queue will help you in effective communication with the customer, improve the quality of support, deliver consistency during interactions, improve the productivity of your support agents and more.
It is important to play well as a team to deliver a great customer experience. When you set up a process to manage the customer support requests queue, you need to plan for the team rather than individual team members. Let us look at some options on the basis of which you can assign the right conversations to the right people.
As the volume of support requests increase, you may realize the importance of prioritizing your customers based on their product plan or the revenue per user. This kind of an approach usually comes from the philosophy that if a customer is paying more, they deserve more attention. Companies using chat tools to handle support, tend to have a priority inbox for customers falling in the above category to prioritize responding to them.
Customer support queries can often be categorized based on issues needing resolution. Identifying agents and training them on specific categories of issues/requests can help you streamline the assignment process. Then you can structure your teams based on those skill sets. It helps in assigning the right conversations to the right teams or team members, thus helping your organization scale up and improve productivity.
Typically, support conversations get assigned to the agents who are currently logged in. For example, if there are only two agents currently logged in, the conversations will be assigned between them. Load-based assignment refers to setting up a threshold of requests for your agents at any point in time and assigning them tickets based on it. It also means that newer tickets/requests won’t be assigned to a support agent if their currently assigned tickets have hit the threshold. Thus, it ensures a meaningful distribution of support requests among the agents.
Assigning tickets need not always be based on expertise or loads, it could also be based on the technicality level. Several companies have a tier 1, tier 2, and tier 3 level of support agents who rotate roles on a regular basis.
Multi-language support is a must in today’s age. You also need to consider assigning the support requests based on the languages supported by specific agents. And it makes more sense to map these customers to agents based on their locations and work shifts.
Finally, it’s recommended that when you choose a help desk software or a chat tool, you make sure it offers assignment-rule capabilities, by which you can automatically assign requests to your agents based on one or more rules discussed above.
Next topic - Motivating your customer support team
Are you a customer support ninja?
Service interruptions, product issues, and outages are inevitable situations that every customer support agent faces. While such times are considered to be tough times, they are great opportunities for support agents to make a positive impact on the customer.
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