Personalized Support

Apr 19, 2022 | Customer Support

In a webinar with Technology & Services Industry Association (TSIA)John Ragsdale asked me the following interesting question that I’d like to share with you:

𝗪𝗵𝗮𝘁 𝗶𝘀 𝗺𝘆 𝘃𝗶𝗲𝘄 𝗼𝗳 𝗮 𝗺𝘂𝗹𝘁𝗶-𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝟯𝟲𝟬 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺?

I answered that in my opinion, any support ticket should go through the following four steps:

1. Self-service: The customer should be able to enter their issue into an intelligent bot that can then automatically respond in real-time with the right answer.

2. Deflection: As the customer creates a support ticket, the system should provide instant answers to deflect the ticket from submission.

3. Auto-Response: If the ticket is submitted, the system should respond automatically with answers, if it finds an answer with high confidence.

4. Agent response: If a Support Engineer is assigned a ticket, when the SE opens it, the system should provide instant answers by interpreting the ticket automatically, thereby enabling its rapid resolution.

You can watch my full response in the following video: 

Do you agree with my answer? Let me know in the comments below.