The need for high quality customer support is growing and so is the expectation of the customers. For customer support teams it can be difficult to keep up with support tickets, especially when the amount of tickets spikes around certain times of the year of product changes.
Prioritization is key for delivering outstanding customer support. While each organisation applies different prioritization criteria, the analysis of customer sentiment for a given support incident might happen to be a crucial factor: In fact, 60% of users expect a response within 1 hour if the complain via social media.
Customer support managers or help desk managers
Prioritize customer support tickets effectively to deliver customer support that meets clients needs.
Customer support incidents need to be ranked according to an existing ranking logic which allow for supplement ranking criteria.
The analysis will run once a customer support ticket has been opened.
The analysis will support a better ranking algorithm for incoming customer support cases.
This new information can be used to: