Tell me more
"đ§đ˛đšđš đşđ˛ đşđźđżđ˛. đŞđľđŽđ đđ˛đżđ˛ đđźđ đđźđżđ¸đśđťđ´ đđź đŽđ°đ°đźđşđ˝đšđśđđľ đđľđ˛đť đđźđ đ˛đťđ°đźđđťđđ˛đżđ˛đą đđľđśđ đ˝đżđźđŻđšđ˛đş đśđť đđľđ˛ đđźđłđđđŽđżđ˛?"
Support teams are often evaluated using metrics that instill context-blindness:
ⲠAverage time to ticket resolution
đľ Average cost per solved ticket
â Average number of contacts per resolved ticket
Há´Ęá´'s á´Ęá´ á´Ęá´ĘĘá´á´:
It leads the support teams to process a ticket by jumping to a solution. Most support teams won't ask for the context of the issue, missing a few opportunities...
When you understand the context you get to see things from the customer perspective. You even get to empathize with them sometime. People remember how you make them feel, remember?
It also allows you to feed the #customersuccess team with invaluable information that they could later use to help the customer even more and keep the customer longer. They'll thank you for it.
They may then use the information to produce #playbooks for popular contexts (a.k.a. scenarios), which btw may help the support teams solve tickets faster. And with fewer iterations. It will also be less expensive.
Meaning #support may improve their metrics by spending a couple more minutes to understand the client and the #context of tickets.
Don't skip the context question.
Context matters.