Hi All
Due to COVID-19, we’ve had to temporarily close our Call Centre, and now all customers that require help and support are being directed to the Community, which is great, we’re learning a lot more about the type of issues our customers are facing and being able to create new articles to cater for those issues.
In-some instances customers are raising topics that we already have an answer for, or cannot be dealt with on the Community as we’re having to look in to their accounts, and in other instances, a customer has raised a topic for an issue that they later find out has been resolved before we’ve replied.
The issue we’re facing is that we’re getting a backlog of topics that have been replied to, but no necessarily with the ‘Best answer’, as far as we know the issue has been resolved and there’s not been a reply for 5 days and upward.
What is the best approach to dealing with such topics? We’re noticed an impact on our reporting as we’re seeing an increase the ratio of questions asked vs answered. As well as a long list of old open questions with multiple replies, just no visible closure (best answer mark).
Thanks,
Nikhil
Best answer by Julian
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