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On Particular days, while carrying out an application support activities every day in an application customer support team, the team might be flooded with large number of issues from the customer than an average number of incidents per day will put the support team under more pressure and eventually it leads to failure to comply with the quality service to the customer on time needed. Often many Fintech companies face this obstacle and it leads to the jeopardy of losing reputation on the organization with customers. Some of the below tips will help in Solving such big Problems.
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- Categorize the incidents faster to identify what major issue is causing the sudden increase of incoming incidents.
- Follow “5 why” methodology to identify the actual root cause of the issues and try to resolve that first.
- Raise the flag and seek expertise help, if the same problem persists and unable to resolve by the first level support person then escalate the issue.
- Share the knowledge across the team and improve the competency of the team members to resolve the same kind of problems when occurs in future.
- Notify all the stakeholders about the outage time and the expected resuming time of the application immediately.
- Group all the similar incidents as one and make it as one problem management ticket and provide the ticket number to all the stakeholders for tracking.
Here are some benefits Faasthelp can bring to any company
• 80% reduction in customer support and engagement costs
• 40% reduction in support agent time
• 3x increase in your customer visits and visit times
• Empowered customers with high satisfaction scores
• 24/7 customer support cover
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