Some of our customer support requests fall through the cracks and make customer upset. How to make sure this do not happen?

Every business operation will receive customer complaints. The more customers, the more complaints you may receive. For a software company like us, when you build big, many powerful modules and advanced features and  complicated calculations, bugs will crop up. From the thousands of users, there will be some flow or logic that we did not handle well. These need to be fixed. fast.
The best way is to handle it using a system. manual handling will not be sufficient.
The process
1. Capture the issue – automatically from customer complaint e-mail
2. Analyse, recreate event, is it bug?, or did user wrong configuration?.
3. If bug, assign to software development team. Otherwise contact customer can explain their mistake in configuration and close case.
4. Fix the bug. test it in testing server.
5. If OK, upload to operation server.
6. Inform Customer. Close case. Update FAQ.

This is our internal SOP for this:
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All support requests will need to create ticket inside Freshdesk.
– If customer sends to support@ventures.com.my, ticket will auto-create inside Freshdesk. So respond as normal.

– If customer sends email to personal support person email, the support person must forward the email to freshdesk and make sure any interaction regarding support with clients are from inside freshdesk and NOT from personal email. This is to make sure that if the support person is not available due to outstation work or training or on leave, another person can take over the support ticket and respond to the client.

– If customer calls the office, the support person MUST create a new ticket inside freshdesk. We will not use OfficeCentral phone call for this anymore. Even if the issue is solved on the phone, email through freshdesk MUST be sent as well. This is so that we have track record of the issue and we have black and white evidence that the issue has been solved.

– If customer sends support requests via Whatsapp, support person MUST create a new ticket inside freshdesk. Even if the issue is solved inside whatsapp (must respond to both whatsapp and email), must create a ticket inside freshdesk as well. This is so that we have track record of the issue and we have black and white evidence that the issue has been solved.

– Same as chat as well. All support requests from any channel MUST be created in Freshdesk and reply to the customer to provide solution must be put inside Freshdesk as well even if already informed via phonecall/chat/etc to make sure we can track all issues and have black/white evidence of responses.
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About Ir. Aziz Ismail 66 Articles
Ir.Aziz Ismail is very active member of ICT economic cluster in Malaysia. As the (Past) President of TeAM ( Technopreneur Association of Malaysia) and Vice President II NEF ( Bumiputera ICT Entrepreneur Association) he is deeply involved in many strategies, activities and issues related to the industry. He is also a Director of Majlis Tindakan Ekonomi Melayu, an umbrella organisation of 47 national NGOs with 500,000 entrepreneur members.

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