The reactivity of customer service has a significant impact on customer satisfaction. In the real life, there are always moments (holidays, mondays, etc.) where customer service is overloaded, which can annoy some already unhappy customers.
The key is to intelligently prioritize customer tickets.
For that, Octolis can make life easier.
From the Octolis interface, you can calculate a prioritization score for customer tickets, and synchronize it in Zendesk or equivalent.
It is actually a client prioritization score, and incoming tickets are classified according to this score. The idea is to prioritize the tickets of customers whose satisfaction we absolutely want to improve, for example:
- Large recurring customers
- Potential churners
- New customers to create a good experience from the start