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Responding and resolving customer tickets quickly is one of the most controllable ways to impact churn!
Responding and resolving customer tickets quickly is one of the most controllable ways to impact churn!
Managing your Inbox will ensure you are responding to the highest priority cases in a timely manner while achieving your overall response time goals within the department.
When logging in for the day - review and resolve your tickets in the following order - FOR ALL TICKETS, CHOOSE THE OLDEST OPENED DATE
Log in and check Unassigned Live Chat Tickets OR Responses to Tickets in your Live Chat Inbox (Ensure Desktop Alerts are enabled for new chats)
Check your Gmail Inbox and forward any customer-related emails to customerservice@advisorcloudcloud.com OR onboarding@advisorycloud.com depending on the nature of the email.
Respond to any remaining In Progress Cases.
Check Live Chat & High Priority Cases
Respond to New High-Priority Case Types
Start from the top case (oldest case first) and continue until there are no more New High Priority Cases
If there are Call Requested and its an appropriate time to call based on the Customer's timezone, process Call Requested first.
Check Live Chat & High Priority Cases
Respond to all Reopened High Priority Case Types
Check Live Chat & High Priority Cases
Respond to all New Medium Priority Cases
Check Live Chat & High Priority Cases
Respond to all Reopened Medium Priority Cases
Check Live Chat & High Priority Cases
Rinse & Repeat
Managing Live Chat Inbox
Make sure when logging in that you update the following:
Name
Email
Photo
If you're unsure of how to update - CLICK HERE TO SEE LOGGING IN TRAINING VIDEO
Your Inbox - Any Tickets that you have initiated a response to.
Unassigned - Tickets that have yet to be responded to and are awaiting a response.
Getting to know your member
Getting to know your member
Contact Details
You can view the most relevant information to the left of your Case. If you cannot find the fields you need in the Contact Details, you can click the Contact Name to open the Contact Record.
Researching your Member
Researching your Member
As you work on each case, check the Cases for Parent Contact to see if there are any open cases. If there are cases with an Opened Date within the last week, open the case to understand the nature of the member's previous outreach which will help you better understand the customer journey.
IMPORTANT NOTE: If there is an open case already assigned to another associate, assign the case to that associate and check the box to send a notification.
Managing Your Case (email) Inbox:
Inbox Setup
Each Customer Service Associate has their own My Cases inbox. Your Inbox should be setup with a Kanban view and sorted by Case Status as shown above.
The information listed under the case can be defined as follows:
Case Number - This is the case number associated with the case and will be the main internal reference when discussing the case.
Last Modified Date - This is the time and date the case was last modified. This will show you when the case was assigned for New Cases and the last time you updated the case for any other statuses.
Customer Name - This is the full name of the customer and also an easy way to open the contact record before opening the case.
Priority - This is the priority of the case. Any High Priority Cases in your inbox should always be addressed FIRST, whether its a reopen or New Case.
At the beginning of each day, follow the steps below:
All responses should start from the earliest Last Modified Date which is found at the top of each Case Status.
Respond to all Cases that are In Progress in your Inbox.
Remember to read any case comments provided by your Manager to support your response or answer any questions.
Check the thread in the SLACK channel to see if there are any unread responses from your Manager.
Respond to any High Priority New.
Respond to any High Priority Reopen Cases.
Respond to all Medium New Cases.
Respond to all Medium Reopen Cases.
PLEASE NOTE: If you are assigned any New High Priority Cases - complete the case you are working on and respond to the High Priority prior to moving on to the next Medium/Low Priority Case.
High Priority Cases
High Priority Cases
High Priority cases are your #1 priority when it comes to your daily duties. We want to respond to these cases as quickly as possible to keep our members happy! High Priority Cases are the following Case Types:
Advisory Board Help
Platform Help
Call Requested
Technical Issues
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