Initial response times
350% faster than average.
Has your team ever found a bug or had one reported by your customers? If you are in the software business then you likely answered “yes.” So you direct the team to resolve the bug – while also performing other tasks which they were already working on. This alone has cost your team time. Your team states this will only take five minutes to resolve.
Eventually it is time to test and deploy the solution. During which time you find that testing fails, and you need to go back to the customer for additional feedback for a retest. Before you know it, five days have passed and you have not provided a solution but worse than that your customers have no idea what is going on because they have not been kept informed of what your company has been doing.
What can you do about it?
So the moment that you or aware that there is an issue with your product – before you start working toward the code fix – put together a process for how your brand will interact with it’s customers. This might include the following:
This does two big things for you right away.
For example – Let say your customers can’t update their profile information because of other work you are doing to the code that powers that section of the website, so all they get is an error message. That leads them to create a support request. These will come into you ticketing system in addition to the others that you receive already.
As a workaround, maybe you provide an alternate page with a simple form to gather that information or only their email address. Your team can then later enter that data manually into the database once the issue has been resolved OR advise the customers to do it themselves via email.
The primary point being, that the customer was not inconvenienced or left hanging while your team worked to resolve the issue.