August 4, 2017 at 08:30Case: how to organize multi-channel customer support using one hosting provider as an example
Multichannelism is one of the main trends in marketing, retail and customer service. In this article, we will talk about organizing a multi-level multi-channel support system using Deskun . As an example, consider the support service of one of our customers. The customer’s company name has been changed so as not to be considered advertising.
Description of the problem
Hosting provider CoolXost - a service that provides services to Russian and foreign companies. Acceptance of technical support calls takes place via the feedback form on the website or by sending a letter to the support box (support@coolxost.com), after which they are sent to the general corporate mail of the company. The main problem is a large flow of letters, which is in no way structured. All messages are accumulated in the main mail account of the company in G Suite, where it is not possible to appoint a person responsible for solving the problem, establish priority and track the progress of its solution. The service developers answer all incoming questions from a common box, which, firstly, negatively affects their productivity, and, secondly, greatly affects customer satisfaction.
A secondary problem is that no one keeps a separate record of the wishes and requests of users to improve the functionality of the service.
Deskun Implementation
CoolXost management has set a goal: to implement a request processing system and expand the support staff. Deskun was chosen as the helpdesk solution. The main reasons for choosing are integration with Gmail, a very low price compared to analogues and the ability to connect several communication channels at once, processing all applications in a single place.
The following channels were connected to support CoolXost users:
Two channels of tasks were also created: for taking into account proposals for improving the service and for setting tasks for developers. These channels are not directly related to customer support, but play an important role in improving customer service.
The resulting structure of the support service is as follows:
On the 1st support line, specialists process applications that enter online chat, connected instant messengers or mail, and also manually create tickets in the channel to account for offers. Special employees were hired and trained on the first line of CoolXost. Kristina and Lisa are sociable girls with typing skills, knowledge of Russian and English, as well as impeccable literacy; Know the basics of a hosting provider.
On the 2nd support linetechnicians who also have access to the general mail work. These employees have already worked on applications at CoolXost and have a high level of technical literacy. The employees of the second line are processing those tasks that Christina and Lisa could not cope with.
Support Scheme
Contact by mail. When a new call arrives at the post office, specialists of the first support line carefully study it, and if the answer to the question is within their competence, then they answer the client independently and close the application. The maximum allowable response time set by CoolXost is 1 hour. If the question requires the intervention of technical specialists from the second line, then the agents of the first line pass the ticket to them, if necessary, change the priority and leave a note. The second-line agent sees a notification, solves the problem and passes the ticket back to one of the agents on the first line, which sends a response to the client.
Dialogs in chat and instant messengers.The chat dialogue scenario is much like mail order processing. Girls from the first line of support instantly respond to new dialogs, and if the problem can be solved right now without the intervention of the second line, then the dialogue closes successfully. The maximum allowed reaction time for a new dialogue is 2 minutes. If the problem has not been resolved immediately, or it takes more time to solve it, first-line agents create a ticket from the selected dialogue messages in the email channel.
The created channel of tasks “ Wishes and suggestions ” is also actively used.". CoolXost customers often ask about missing features and share their ideas for improving the service. On the basis of reasonable and adequate offers, tickets are created in this channel. As a rule, these tickets are created by agents of the first line of support, and then, in the presence of free time, developers take on their implementation. To do this, they transfer the ticket to their task channel, set the deadline and priority. After the successful implementation of the new function, the developer transfers the ticket back to the “Wishes and Suggestions” channel, and one of the first-line agents sends a letter to the client stating that his request has been fulfilled.
Conclusion
We showed only one of the possible scenarios of the multi-channel customer support service.
So, to organize quality customer support, it is not enough to introduce new software. We need a well-thought-out support structure with competent and qualified specialists. In this case, the great advantage was that the CoolXost management recognized the need for such specialists, did not spare the funds for their involvement and training.
Thanks to the introduction of Deskun, CoolXost solved the primary problem - a large flow of incoming calls was structured. In connection with the creation of the first support line, it was possible to improve the quality of customer service. Moreover, this freed the second-line specialists from unnecessary actions, allowing them to devote more time to developing and improving the service.
Description of the problem
Hosting provider CoolXost - a service that provides services to Russian and foreign companies. Acceptance of technical support calls takes place via the feedback form on the website or by sending a letter to the support box (support@coolxost.com), after which they are sent to the general corporate mail of the company. The main problem is a large flow of letters, which is in no way structured. All messages are accumulated in the main mail account of the company in G Suite, where it is not possible to appoint a person responsible for solving the problem, establish priority and track the progress of its solution. The service developers answer all incoming questions from a common box, which, firstly, negatively affects their productivity, and, secondly, greatly affects customer satisfaction.A secondary problem is that no one keeps a separate record of the wishes and requests of users to improve the functionality of the service.
Deskun Implementation
CoolXost management has set a goal: to implement a request processing system and expand the support staff. Deskun was chosen as the helpdesk solution. The main reasons for choosing are integration with Gmail, a very low price compared to analogues and the ability to connect several communication channels at once, processing all applications in a single place. The following channels were connected to support CoolXost users:
- Online chat on the site
- Facebook, Vk.com and Telegram (Telegram bot was created separately for the last channel)
Two channels of tasks were also created: for taking into account proposals for improving the service and for setting tasks for developers. These channels are not directly related to customer support, but play an important role in improving customer service.
The resulting structure of the support service is as follows:
On the 1st support line, specialists process applications that enter online chat, connected instant messengers or mail, and also manually create tickets in the channel to account for offers. Special employees were hired and trained on the first line of CoolXost. Kristina and Lisa are sociable girls with typing skills, knowledge of Russian and English, as well as impeccable literacy; Know the basics of a hosting provider.
On the 2nd support linetechnicians who also have access to the general mail work. These employees have already worked on applications at CoolXost and have a high level of technical literacy. The employees of the second line are processing those tasks that Christina and Lisa could not cope with.
Support Scheme
Contact by mail. When a new call arrives at the post office, specialists of the first support line carefully study it, and if the answer to the question is within their competence, then they answer the client independently and close the application. The maximum allowable response time set by CoolXost is 1 hour. If the question requires the intervention of technical specialists from the second line, then the agents of the first line pass the ticket to them, if necessary, change the priority and leave a note. The second-line agent sees a notification, solves the problem and passes the ticket back to one of the agents on the first line, which sends a response to the client. Dialogs in chat and instant messengers.The chat dialogue scenario is much like mail order processing. Girls from the first line of support instantly respond to new dialogs, and if the problem can be solved right now without the intervention of the second line, then the dialogue closes successfully. The maximum allowed reaction time for a new dialogue is 2 minutes. If the problem has not been resolved immediately, or it takes more time to solve it, first-line agents create a ticket from the selected dialogue messages in the email channel.
The created channel of tasks “ Wishes and suggestions ” is also actively used.". CoolXost customers often ask about missing features and share their ideas for improving the service. On the basis of reasonable and adequate offers, tickets are created in this channel. As a rule, these tickets are created by agents of the first line of support, and then, in the presence of free time, developers take on their implementation. To do this, they transfer the ticket to their task channel, set the deadline and priority. After the successful implementation of the new function, the developer transfers the ticket back to the “Wishes and Suggestions” channel, and one of the first-line agents sends a letter to the client stating that his request has been fulfilled.
Conclusion
We showed only one of the possible scenarios of the multi-channel customer support service. So, to organize quality customer support, it is not enough to introduce new software. We need a well-thought-out support structure with competent and qualified specialists. In this case, the great advantage was that the CoolXost management recognized the need for such specialists, did not spare the funds for their involvement and training.
Thanks to the introduction of Deskun, CoolXost solved the primary problem - a large flow of incoming calls was structured. In connection with the creation of the first support line, it was possible to improve the quality of customer service. Moreover, this freed the second-line specialists from unnecessary actions, allowing them to devote more time to developing and improving the service.