2022 Support Ticket Turnaround Time

Started by ruschan, Jun 19, 2022, 10:45 AM

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ruschanTopic starter

In 2022 -What is the customer expectation around Support Ticket Closure? What is the longest wait time you have had before the customer starts complaining or worse cancels their account. In another scenario, what is the turn around time for account migrations?
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sadko7777

Generally, the*support response I expect is 30mins or less. But instead of a template reply, I would prefer a personalized reply or a quick solution in the first follow-up itself.

 I would suggest focusing on other key KPIs as well like First Contact Resolution etc, along with initial response time. Customers become happy when the whole experience is great. So focus on it and everything will fall in place.
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Sevad

It really depends on what kind of service that you offer for a customer.

Personally we want to resolve the issue for our customers as quickly as possible. Some things are fixed within just a few minutes, while others may take a bit more investigation but we're always keeping the customer up-to date on the progress.
I think any ticket measured in days is just plain bad, unless it's a special case, migration, monitoring etc it should be measured in hours, if not minutes from open to full resolution.
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jessepeterson

The support service in modern business realities is not just technical "Chip and Dale" who are always in a hurry to help. Increasingly, such divisions are separate service structures with their own methodology, and sometimes philosophy. So, the creation of a help desk should not take place spontaneously. It is important to correctly build the structure of the unit, select personnel, form regulations and work scenarios, and, of course, choose the appropriate automation tools. In this article, we have listed 6 basic steps for organizing an effective helpdesk.

Why we need support
First you need to determine what tasks such a unit is responsible for. For instance, these are internal services for maintaining the company's IT infrastructure or hosting service provider. Or another option - when support acts as a means of after-sales service for external customers. In general, the tasks of the support service can be divided into three blocks.

Receiving and fixing requests, troubleshooting user problems. The very concept of "problem" should not be taken narrowly. We can talk about eliminating incidents in the operation of equipment or services: breakdowns of office equipment, unstable Internet connection, software failures, etc. Technicians also handle service requests. These are applications for setting up a computer, providing access to applications, preparing a workplace for a new employee, and much more.

One way or another, any user request should be taken into work and carried out in strict accordance with the established deadlines. The global goal of such a support service within the company is to eliminate any downtime in the activities of employees.

Collecting feedback. This task is usually handled by dispatchers (first-line support specialists). To a greater extent, this applies to servicing external customers. In the course of joint communication, technical employees receive a lot of useful information, which serves as a starting point for improving products, services, expanding the functionality of proposed solutions, etc.

Increasing  hosting service provider customer loyalty. Today it is one of the key indicators that determines the success of a business. According to experts, companies with the highest consumer loyalty ratings increase profits three times faster than their competitors. And the quality and speed of elimination of technical problems have a direct impact on this parameter. Moreover, in the B2B sphere, it is fast technical support that often turns out to be the main competitive advantage of solution and hosting service providers.
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