No more frustrated customers: The Freshdesk Supervisor at work

Written by on June 12, 2012

So you just got another absurd $7,000 bill from the telephone company again this month. Of course, you still have nightmares about calling their support lines and being put on hold till your five o’clock stubble becomes a full grown mane.

So this time, you choose to shoot them an email. And pronto, you get a reply that your request is logged. Except you need to attach some ID that proves you are you. And after you do that, you get another reply asking for your previous bill. And by the time the conversation grows to its eighth iteration, you start contemplating if you should just pay the $7,000 and get it over with. Not fun!

On the other side of the field, as a business owner you want to make sure your customers get their problems resolved when they contact your support team. Also making sure your helpdesk is not playing a game of Support Tennis, rallying replies back and forth with your customers. What you need is a Supervisor in your team, who periodically runs through your helpdesk and makes sure everything is hunky-dory.

How cool would it be if you had your own automated supervisor sitting inside your helpdesk? Oh, and by the way – we got that in Freshdesk. And its called…. the Supervisor!

To just give you an example, of how the supervisor can help you prevent customer frustrations, let’s get back to the telephone company story we started with. Industry average says customers are ok with up to 3 iterations with customer support, after which things start turning a little sour. So our telephone company is going to create a Supervisor rule that alerts the Head of Support, Randy, every time a customer has had more than 3 interactions on an issue, and the ticket still unresolved.

This is what their supervisor rule would look like:

Freshdesk supervisor rule to email ticket details which have had many interactions and yet unresolved

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Just like the above, you can use the Freshdesk Supervisor in a number of ways to proactively identify customer frustration. Here are some other conditions you can configure for Supervisor Rules

1. Tickets categorized as high priority not being responded to within an hour.

2. Requests via Twitter or Facebook not being responded to within 30 minutes.

3. Any ticket from a high priority customer not being resolved within 3 hours.

Try set these up for your helpdesk, and let us know if you have even smarter uses for the Supervisor. Prizes for letting us know? You never having another frustrated customer.

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