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Kraven
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by Kraven
Kraven commented,
@Jeremy, as an e-commerce site with a relatively high volume of customer contacts through ZD, we've found that this process has not negatively impacted our NPS scores since we implemented this over a year ago. Wording is key of course.
The timeline we utilize is as follows. An automation sends a reminder after 48 hours for Pending tickets, and Solves at 72 hours. Solved tickets send an automated survey (with a SurveyMonkey link) at 5 days, and Closes the ticket at 7 days after Solve.
View comment · Posted May 27, 2015 · Kraven
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Kraven commented,
We have something like this already in place. Another trick that helps to ensure that reps don't mistakenly set the wrong status is to have macros set the status for them.
View comment · Posted May 26, 2015 · Kraven
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