The second installment of our Best Practices blog focusing on the tech-support ticket system is Point 2: Report and Improve, which follows. Our last blog looked at Point 1: Document and Route.
Point 2: Report and Improve
Not only does a ticketing system allow for efficiencies to be tracked by Brand Specialists, it also allows reporting to be tracked on specific data.
- Reporting particularly assists in quantifying technical issues. It helps determine if an issue is widespread or only affects a specific subset of users.
- It can track the average response time to ensure timely contact with customers and to estimate time until final resolution for the customer during a technical outage.
- Creating and reporting on specific service level agreements related to technical resolution is critical to the business.
- The cases in aggregate can be utilized to develop a knowledge base for future reference and support customer interactions.