We track FCR on emails which gives us a great overall indication of the quality of responses to our customers. However, Talk tickets don't provide the same insights because the workflow differs.
1. Via email, if a ticket is less than status closed, the ticket will be reopened when responded to and thus, counts as an additional contact. Of course, we do make the assumption that once the ticket is closed within a set time-frame, the case is solved and a follow-up ticket will be generated if it's not.
2. Via phone, if a customer calls multiple times about the same case, a new ticket is created every time, rather than the initial ticket that is not yet in status closed being reopened.
We would like to see an aligned flow between talk tickets and email tickets. Maybe there is an option to do something about this already, would be keen to hear ideas.
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