5 Keys to Solving the Root Causes of Support Tickets
1
Implement Root Cause Analysis
This forces you to dig beneath the surface and determine if a common problem is a symptom of a much deeper issue.
2
Implement Create CustomerRoot Profiles Cause Analysis and Analyze Them This forces to dig beneath Once youyou have divided yourthe surface andinto determine if a customers meaningful common problem actually segments, you canisanalyze athe mere symptom of a most commonmuch deeper issue. occurring issues.
3 4 5 Focus on “Quick Hits”
Cost-effective tactics to deploy include process or infrastructure improvements that don’t require a lot of time or investment, but offer significant ticket reduction benefits.
Implement Educate SupportRoot Agents Cause Analysis How to Resolve Issues
This forces you toprogram dig beneath the Initiate a training to help surface and determine if ato your agents understand how common problem is actually deal with and eliminate issues a symptom of a onmere the first customer much deeper issue. interaction.
Invest in Advanced Support Center Software Finally, you can eliminate a lot of the friction from agent-customer interactions by investing in innovative CRM software.
GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world. Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients. Find us online at glowtouch.com. For more information, contact Vikki Karrer at 502-947-3005 or email us at info@glowtouch.com.