En medio de un período de mucho trabajo, abordar una avalancha de problemas de los clientes requiere una acción rápida y una planificación estratégica. Para mantenerse a flote:
- Priorizar los problemas en función de la urgencia y el impacto. Esto le ayuda a resolver primero las situaciones críticas.
- Implementar un sistema de tickets para organizar y realizar un seguimiento del progreso de los problemas de los clientes.
- Empodere a su equipo con autoridad en la toma de decisiones para manejar los problemas rápidamente sin cuellos de botella.
¿Cómo se gestiona el aumento de los problemas de los clientes? Únete a la conversación con tus estrategias.
I would search for patterns and trends to improve our handling of such situations. >If we identify a pattern, we can address the issue by publishing customer-facing knowledge-base articles, short troubleshooting videos, or a product-side fix to deflect as many cases as possible. >If the issue is related to a trend, such as an increase following a software/firmware release, we can implement a hypercare team consisting of personnel from support, engineering, cloud ops, and other teams to effectively manage the increased case inflow because of some bug or platform scale issues. >If the issue is seasonal, as can be determined by plotting the incoming case volume over 8 quarters, we should consider staffing better and developing a clear process.
To manage a surge in customer issues, Prioritize based on urgency and impact, ensuring critical cases are resolved first. Rely on a robust ticketing system to keep track of progress and maintain organization. Additionally, empower team to make swift decisions, avoiding bottlenecks and keeping the resolution process efficient.
I’d search for intents, document what is possible to document. Create some missions and delegate to Aura some of the first and second layer tickets