Getting more from your support tickets – are you tuned in to what they’re really telling you?
Customer Service Experience 4 Comments
Customer Support
Ask James Watson, Director of Customer Relations for Webs.com about support tickets and he’ll tell you they’re the absolute best form of two-way communication between you and your customers.
Webs.com is a social publishing platform and is one of the top 80 most trafficked sites on the Web today. His nine-member support team gets on average 13,000 service requests a month.
James and his team went about changing their customer support mindset from a “numbers” game focused solely on deflecting inquiries to reduce costs … to using the tickets to really listen to users. So rather than judging success just on how many tickets were resolved and how fast, James challenges his team to do more than simply resolve the issue and move on to the next ticket. Read more »
