When you work in customer service, one of the scariest things that can happen is having a ticket backlog. Whether it catches you by surprise occurring all at once, or whether it starts to build up; it will always be intimidating when you see a towering ticket backlog.
Today, our operational experts here at 5CA put their knowledge to the test and share with you six quick tips to help you manage your ticket backlog.
1. Investigate if there is a trend within all the requests you receive in your backlog. If you see a trend happening, have a look at your team and determine who are the experts on this subject. Once you've prioritized the issue, consider having your experts in this area focus 100% of their time on resolving these cases first.
2. Break tickets down into groups. If you have different types of request, delegate the tickets in your team by request type, and have fixed agents focusing on one ticket type at a time.
3. Send a bulk response. If a lot of customers are contacting with the same issue, it can be more efficient and timely to send out a bulk response. If you identify a trend in which an individual response isn't necessary, consider sending a bulk reply; this will free up your team to reply to tickets that require particular attention.
4. Determine opportunities for automated responses. This one goes hand in hand with the previous tip. If you detect that something has become a recurring issue, then you should consider automatically sending the correct macro. Sending an automatic response does not mean your reply needs to be mechanical or impersonal. Do your best to personalize your replies and be friendly while keeping in line with the tone and approach of your business.
Note: the best practice is always to be transparent when you send an automated response.
5. Prioritize tickets according to urgency. Every customer waiting for a reply should get one as soon as possible, but specific issues have more impact on your business than others. Tickets from customers waiting on a replacement or unable to log into their account will have a higher impact than someone with a general question. Once you prioritize, again have specific team members focusing on those tickets firsts.
5. Fix the problems at the core. If your backlog consists of customers complaining about a specific issue with a service or product, fix the service or product first, before having your team handling all the backlog tickets. Otherwise, it will only be a temporary fix, and the tickets will never stop coming in.
To successfully manage your backlog, you should always know what type of tickets are coming in. The first step should always be doing a thorough analysis of your backlog, once you know the type of tickets your team is receiving you can have a strategy in place to tackle them.
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