A HappyFox Webinar On How To Resolve Your Support Tickets Faster Learn About: Appreciating the importance of measuring Mean Resolution Time. Tracking and managing Mean Resolution Time. Methods to improve Mean Resolution Time of your support process. How HappyFox Help Desk helps you to improve your Mean Resolution Time.

1. How
to
resolve
your
-ckets
faster
A
HappyFox
Webinar

2. Did
you
know?
that
41%
of
consumers
in
the
world
want
an
email
response
in
less
than
6
hours?
that
only
36%
of
retailers
across
the
globe
actually
respond
that
quickly?
that
91%
of
unhappy
customers
will
abandon
an
online
transac@on
if
their
ques@ons
or
concerns
are
not
addressed
quickly?

3. Overview
• What
is
Mean
Time
to
Resolu@on?
• Importance
of
good
resolu@on
@me
• Reasons
for
poor
resolu@on
@me
• Methods
to
improve
resolu@on
@me
• The
Contribu@on
of
a
help
desk
• Q
&
A

4. Mean
Time
To
Resolu-on
• It
is
defined
as
covering
the
space
of
@me
from
the
@cket
opening
to
@cket
resolu@on.

5. 3
reasons
to
have
good
Resolu-on
-me
Customer
Level
Staff
Level
Organiza@on
Level

6. Pop
quiz
What
do
you
think
is
the
most
important
thing
required
for
solving
@ckets
faster?

7. 5
simple
ways
to
improve
Resolu-on
-me
Improve
FCR
Minimize
Wai@ng
@me
Eliminate
staff
boUlenecks
Understand
customer
paUerns
Iden@fy
the
right
help
desk
tool

8. First
Contact
Resolu-on
rate
• Resolve
customer
issue
in
first
contact
• #1
Driver
for
customer
sa@sfac@on
Every
1%
increase
in
FCR
has
a
1%
increase
in
customer
sa@sfac@on
–
SQMGroup.com

9. Minimizing
Wai-ng
Time
• Late
assignment
of
a
new
@cket
• Ignorance
about
a
customer
response
on
a
@cket
• Poor
or
delayed
response
from
other
teams
within
the
organiza@on,
when
required.
• Delayed
response
from
the
customer

10. Tackling
Staff
boIlenecks
Understaffing
Undertraining
Incorrect
Assignment
Lack
of
relevant
informa-on

11. Understanding
Customer
paIerns
• Analyze
repeat
contacts
across
channels
for
Root
Cause
Analysis
• Iden@fy
customer
profiles
for
predic@ve
@cket
paUerns

12. Can
you
manage
everything
by
yourself?

13. Help
desk
support
• Volume
of
support
• Right
feature
set
• Off-­‐loading
the
excess
burden
of
support
staff

14. 6
things
every
help
desk
should
do
I. Ticket
Categoriza@on
II. Automa@on
III. No@fica@ons
IV. Canned
Ac@ons
V. Knowledge
Base
VI. Repor@ng

15. Ticket
Assignment
• Categorize
@ckets
to
avoid
including
wrong
@cket
in
the
wrong
category
• Easier
tracking
for
admin
and
customer
service
managers

16. Automa-on
• Streamlines
workflow
• Eliminates
need
for
admin
interven@on
• Frees
up
the
@me
of
support
staff
to
focus
on
cri@cal
issues

17. Stats
Corner
By
2020,
customers
will
manage
85%
of
their
rela:onships
without
talking
to
a
single
human
~
Gartner
Research

18. No-fica-ons
• Acknowledge
@cket
recep@on
automa@cally
• No@fy
staff
new
@cket
• Receive
no@fica@ons
for
all
@cket
ac@vity

19. “Tell
me
and
I'll
forget;
show
me
and
I
may
remember;
involve
me
and
I'll
understand.”
It’s
-me
for
a
demo

20. Stats
Corner
Automated
responses
for
:ckets
contributes
to
an
average
of
72
minutes
of
agent
produc:vity
saved
per
day
~
HappyFox
Customers

21. Canned
Ac-ons
• Create
templates
for
swid
replies
to
commonly
asked
ques@ons
• Save
@me
spent
on
answering
simple
@ckets
and
frequent
issues

22. “Tell
me
and
I'll
forget;
show
me
and
I
may
remember;
involve
me
and
I'll
understand.”
Just
another
quick
demo

23. Knowledge
Base
• Make
informa@on
available
to
all
staff
• Empower
customers
to
take
up
self-­‐service
• Proac@ve
customer
service
to
reduce
@cket
inflow

24. Repor-ng
• Capture
cri@cal
support
data
• Track
first
response
@me,
resolu@on
@mes
• Be
informed
about
the
type
and
volume
of
@ckets

25. “Tell
me
and
I'll
forget;
show
me
and
I
may
remember;
involve
me
and
I'll
understand.”
It’s
demo
-me
again

26. This
may
be
the
end
of
the
tunnel

27. The
important
thing
is
to
never
stop
ques:oning.
Curiosity
has
its
own
reason
for
exis:ng.
~
Albert
Einstein
You
have
ques-ons?
Ask
away!

28. The
longer
you
wait,
the
harder
it
is
to
provide
outstanding
customer
service
~
William.H.Davidow
THANK
YOU