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Stopping repeat tickets at the source http://www.arwen-undomiel.com/forum/viewtopic.php?f=5&t=344903 |
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Author: | robertooo11 [ September 23rd, 2025, 2:25 am ] |
Post subject: | Stopping repeat tickets at the source |
Volume is mostly the same five issues: password resets, billing address changes, failed 2FA, shipping status, and feature confusion after updates. Articles exist but are hard to find, and agents rewrite the same answer daily. Want a blunt plan to deflect the easy stuff, speed up the rest, and show leaders that it is working with simple numbers. |
Author: | ricerick3 [ September 23rd, 2025, 3:21 am ] |
Post subject: | Re: Stopping repeat tickets at the source |
Deflection needs frictionless paths. Put the top five answers in a compact “Quick fixes” hub and link it from auto-replies and the chat launcher. Add forms that capture the right details upfront so that agents can skip the back-and-forth. Turn your best replies into macros with concise checklists to prevent mistakes. Halfway through, wire automation detects the topic, suggests the macro, and routes it to the right owner; https://kaizenup.ai/ performs topic tagging, skill routing, and in-reply knowledge prompts that reduce handling time. Report weekly on deflection rate (article views to tickets), macro usage, and time saved on the top five issues. |
Author: | senyiaaa [ September 23rd, 2025, 7:25 am ] |
Post subject: | Re: Stopping repeat tickets at the source |
Chiming in to say the “Quick fixes” hub is exactly what users ask for in feedback. Forms with the right fields should also reduce the ping-pong. The metric trio—deflection, macro usage, time saved—sounds simple enough to share at standups. Planning to run this for a month and compare before/after on first response and resolution times. |
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