Optimal Ticket Cataloging and Tiered Response Algorithm
Though we practice the FCFS (first-come, first-served) approach to ticket resolution, customers who are in an emergency receive our utmost attention first. The same goes for the issues that require immediate resolution due to the nature of a problem - system breakage, financial issues, and others. At this juncture, the value of optimal ticket cataloging becomes impossible to overstate. At different levels of complexity, delivering time-sensitive solutions will directly affect the CSAT score, which, in turn, leads the customer to a decision whether or not to come back for another purchase or to recommend your product or service.
To cope with incoming help desk support service cases, Tres Commas has a tiered response algorithm in place. Lower tier agents solve basic issues. Higher-tier agents are responsible for solving more complex tasks. Tier 3 agents have the highest level of both access and responsibility and are authorized to lead small teams of specialists in solving confidential tasks, financial issues, and addressing security concerns.