Reducing customer support's response time to improve the customer experience.
An unsatisfactory delay between a customer making a support request and the customer service teams response. At a crucial touch point with the customer (requesting help) any delay or signal of inaction can cause frustration and leave a resulting bad sentiment. Incoming communications were getting lost — how could the important messages be brought to the teams attention?
An interface to alert Property Managers when a new response had been received to a new or existing case, prompting an immediate response. The interface is persistent — positioned at the bottom right of every support page using Web Sockets.
Each notification contains the essential information required for a Property Manager to respond instantly, depending on the customer's communication preference, with a clear SLA indicating how long the customer has been without a response. One click expands the notification for a quick inline response. Another click opens the case in question, for a comprehensive view.
Helped to reduce the first response time from two hours to under 15 minutes.
87.5% decrease in time to first response