Improve your Customer Satisfaction Ratings — Request Categorization
Are your incoming requests well categorized? Well, if they are, chances are they are being routed to the appropriate teams to handle them. Very well done and congrats! 💪
If you’re having tickets slip through — and as a result a low first time reply — then this article is for you!
Categorizing your requests is no easy task. It all starts from how well you understand your business. If you sell digital products, physical products or services it makes no difference. You need to have your business flows laid out somewhere so you can start categorizing your requests. A business flow can be something as simple as some examples below:
Retail: client buys an electronic product from your online store, receives product, but doesn’t know how to start it.
Airline company: Client receives plane ticket but not the invoice for it.
Digital product: client buys your app but the version they downloaded is not compatible with their OS. Or a feature they really wanted isn’t working.
Food business: Client buys a pizza but it didn’t arrive in the 40 min or less promo you have on your website.
Service business: Client paid for their computer repair but the computer is still not running well.
Cloud computing: client paid for more Gb of space for their photos but they didn’t get it.
Cryptocurrency: Your client signed up for an Ethereum wallet but they don’t know how to buy new coins.
House renting business: Your client rented a room in a shared flat and the hot water broke. Oh my! 😩
Online banking: Your clients wants credit limit increase and needs an operations agents to look into the matter in your internal system to do so.
Each of the above is meant to serve as a particular business flow that can be categorized into 1 simple request. Depending on complexity, this type of request can be handled either by an automated response which can be a simple auto-reply with an article that the user can read and get the answer they were looking for. Or it could be an agent getting back with asking for more information or a counter offer or whatever the answer might be.
While working with different companies like the above, I can confirm that although they might be different, they have business flows nonetheless. Why am I stressing about this so much? Because YOU NEED STRUCTURE, you need those first brick laid out coreectly, you need business flows.
Business flows are also known as use cases, whatever you want to call them.
Routing
After having your use cases begins the process of routing the incoming requests to your teams or people with the right skill set to handle them.
As I’ve been doing a lot in my materials, I will apply the CX therapy check-in where I ask questions with the help of which you can get a glimpse of where you are:
1. Do you have a first tier handling basic inquiries, then a second or third handling the more difficult issues clients’ are having?
2. Do you have a department dedicated to technical inquiries, one dedicated to handling compliance and another handling operations?
3. Is someone in your team proficient in another language you offer support in while the other person is better at handling angry or upset customers?
Well, that’s something which you should know more about.
Conclusion
If you have a business, have your flows ready and the categorization follows through nicely. This translates into having a better routing, which translates into agents receiving the requests faster, which means shorted wait times for clients → happy clients. Bliss achieved!
Wanna chat with me? I don’t bite, darlings, so say hi@dominiccx.com and follow me for more CX goodies.
Until next time 🤜🤛
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