training agents on easy tickets

Everyone starts somewhere and in customer support a baptism of fire and being thrown in the deep end can often end in tears. 33% of Americans say they’ll consider switching companies after just a single instance of poor service and U.S. companies lose more than $62 billion annually due to poor customer service. Some tickets are far more complex than others to solve and if it’s your first few days as an agent it would be much easier for you and the customers if you could be fed easier tickets first and slowly work your way up to tickets which require more experience and expertise.

Today your agents either cherry pick the tickets they want to answer first or get assigned the next tickets waiting in line. You may request customers to self-diagnose their issue or the agent group they should be put in contact with before they submit a ticket, but very often customers don’t know what help they need or just randomly click in order to get through to a person as quickly as possible. Following this first contact, the ticket may then need to be routed to the right agent for the customer issue. If you have newly started agent, you may not want this same system to apply for them. Training agents up on easier tickets can help to bring them up to speed quickly without sacrificing customer satisfaction.

And it’s not just about training, it’s also about maintaining excellence in Customer Service at all time. Most B2C companies need to quickly hire a large number of customer service agents during each seasonal peak period. These temporary agents are not all familiar with your products or business processes, and you might find it helpful to assign them the “easy tickets” while keeping the “difficult” ones for your full time experienced staff.

The challenge, as always, is how to assign these without reading each ticket.

Read Tickets Without Opening Them

Using Natural Language Processing and Machine learning, our AI is able to understand the unstructured text and tag your support tickets with your customer’s reason to contact your support along with any other keywords within the ticket. This happens as tickets are coming into your Helpdesk and allow you to already have tickets categorized before you begin solving the customer’s issue. This is a huge development for support, as up until now you have been in the dark with regards to what your ticket consists of until you actually read it.

Turning your qualitative customer conversations into quantitative data is the first step in taking advantage of your support data and using it to improve your support productivity and your customer experience.

Creating Rules in Your Helpdesk to Route Tickets

Cx MOMENTS can also apply these topics as tags into Freshdesk or Zendesk Support tickets. This enables you to configure observer rules or triggers in the Helpdesk solution, to automate (for example) the assignment of specific tickets to specific agent groups, or automatically prioritize certain types of tickets in a backlog queue. This feature is now available within the Cx MOMENTS dashboard, allowing you to create custom tags based on our automatically detected topics in your support data.

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By automatically routing tickets based on the customer’s issue, high priority tickets can be handled by your best agents, and easier tickets like customers looking for a delivery update or to change their password can be passed on to your new agents to get them into the swing of things and help them find their feet. This can be done by automatically assigning particular customer issues to certain agent groups. As agents become more comfortable in answering customer problems you can move them into other agent groups where they can deal with progressively harder customer issues. This is a great way to maintain high customer satisfaction scores and prevent new agents from disrupting the customer’s experience.

Monitoring your New Agents Performance

But how do you know when an agent has mastered a customer issue and is ready to move on to more complex or specialised customer problems or queries? Cx MOMENTS provides you with detailed analytics on your customer support tickets. We provide new depth to traditional metrics you may be using in your Helpdesk today like CSAT and agent first response time.

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We provide you with a detailed and highly accurate view of your customer issues and how they are trending over time, and we then splice this data with your traditional metrics within Cx MOMENTS. This allows you to see important customer support metrics like customer satisfaction or first response time broken down by each agent and each customer issue.

Cx MOMENTS provides a customer satisfaction score for each of your agents based on each customer issue they handle. This means you can view their performance on each new customer issue. If they are struggling to maintain a high customer satisfaction score when dealing with customer issues like lost deliveries, you may want to either route these customer issues away from this particular agent or create individualised training for this agent on this customer issue to bring them back up to par.

Final Thoughts

Knowing what a ticket consists of before you even open it provides you with a world of possibilities to start improving your support. Training up new agents is a necessary part of a support agent’s job, but it can leave you open to the risk of possibly providing below par support. And this can be more harmful to your brand than just one poor experience. Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience.

AI can help you to train up your staff on real customer issues while mitigating this risk by choosing the tickets they handle. As agents mature in their ability to handle issues, and in their knowledge of your business, you can start routing more complex tickets to them and closely monitor their performance on these topics from within your Cx MOMENTS dashboard.