Providing customer support with an issue resolution system

About Issue to Resolve process:

A contract's problem resolution process lays out the measures each party should take in the case of a disagreement. The steps are organized in a logical order, with the goal of resolving the issue as quickly as feasible. The purpose of the Issue-to-Resolve or Issue Resolution process allows businesses to visualize and track who is addressing the issue, how they're resolving it, and when they're resolving it, all the while developing a database that will assist the team learn how to solve future issues more effectively and quickly.  More importantly, it gives the customer the avenues to report a problem and track the resolution status.

1. Log the issue or have the customer log the issue

The issue log, also known as an issue register, is a project document that records and tracks all issues that negatively impact the project. When you build an issue log, you'll have a tool for reporting and communicating anything that's going on with the issue. It should have the ability to create a support ticket when a customer reports the problem via phone, email, or text. 

The issue log allows the following:

• Have a means for the team to log issues
• For each issue, keep track of it and allocate responsibilities to certain personnel
• Streamline the process of analyzing and prioritizing concerns
• Keep track of how you resolved the problem for future reference and project learning
• Keep track of a project or engagement's general health and progress

2. Assign the issue to the right technician

Technicians may be classified according to their level of skill, knowledge area, years of experience, and other factors. Depending on your organization's specific needs, they can be categorized as experts in Hardware, Software, Asset Provisioning, and so on. Issues get resolved quickly and easily when there is a clear owner, someone who handles detecting, tracking, and resolving the problem. This necessitates the appointment of a point person who handles all aspects of the problem and does not leave it until it is resolved. In issue management, accountability is crucial.

3. Triage the issue

The purpose of the issue triage process is to reduce noise, consolidate duplicate concerns, and focus on the issues that pose the biggest danger to your organization. The issue triage procedure begins when an issue has been identified and assigned.

4. Resolve the issue

Make sure to double-check issues after they've been marked as resolved. While the issue has an owner, the process must be managed by someone who can check the work and ensure that it is in line with the organization's broader strategic quality goals. The issue should only be marked as resolved after the criteria for quality control are met.

5. Inform the client and confirm resolution

Once the issue is resolved, the client must be informed about it immediately.  It is a good practice to follow up with the customer to check if the problem is resolved to the their satisfaction. Sometimes the solution to a problem introduces another problem.  Client communication post a problem resolutions not only ensures customer satisfaction but also helps build resilience of your product.

6. Send out customer satisfaction survey

It is important to send out a customer satisfaction survey after a problem is resolved.  This may provide critical insights into overall customer experience with your organization and helps capture their unexpressed sentiments.

Customer satisfaction surveys are only useful if the appropriate questions are asked the right way at the right time. As a result, creating and delivering a useful and effective customer satisfaction survey is no easy task. In crowded and competitive marketplaces, customer satisfaction is one of the few levers brands can still use to differentiate themselves. In today's world, the brand that provides the best customer experience usually triumphs.

The following are the important takeaways on how to improve the surveys:

• Make it a brief paragraph
• Only ask questions that will help you achieve your end goals
• Construct smart and properly, open-ended inquiries
• Ask a question one at a time
• Make the rating scales uniform
• Questions that are leading or loaded should be avoided
• Use yes or no questions to your advantage
• Get specific and avoid assumptions
• Think about your timing
• Make a bonus offer to survey respondents

The overall goal of the issue resolution process is to:

• Prevent problems and incidents from occurring
• Reduce the impact of unavoidable incidents by making them less frequent
• Earn customer trust by demonstrating that your business stands by them

Relevant Zoho Apps in Issue to Resolve process:

1. Zoho Desk - Zoho Desk is customer support software that is context-aware and helps you place your customers at the center of your business. It is a context-aware help desk software that enables organizations to concentrate on their customers. This is the ideal platform for customer happiness, and it gives their customers a fantastic experience.
2. Zoho Survey - Users of Zoho Survey can access a variety of built-in reports and interactive charts to assist them in analyzing and comprehending survey findings and gaining informed, actionable insights. Users can also export survey data in standard spreadsheet formats (.cvs or.xls) for easier reading.
3. Zoho Analytics - It is a self-service business intelligence and analytics tool that allows you to create dashboards and perform data analysis. Zoho's comprehensive analytics enable you to track every part of your sales cycle, from lead analytics to deal insights, post-sales/support activity data, and email analytics.

How we help?

Sliver Business Services helps startups and scaleups in developing business systems. We typically serve small and medium-sized businesses, groups, and non-profit organizations implement a comprehensive, integrated business suite in alignment with their long-term IT Strategy and enable processes that execute with minimum friction.

At Sliver, we use Zoho applications to achieve the fastest implementation time for a Issue-to-Resolve system, which is 50% faster than the industry average. Our full-service consulting and professional services help map out a company's particular implementation requirements, whether it's a small business, an enterprise, or something in between.  We integrate sales, marketing, and product and service departments on one platform improving drastically the customer experience. 

For more information visit us at https://www.sliverusa.com/systems-for-startups.  You can also email us at info@sliverusa.com or call us at +1 331.888.2627.