Prioritisation & Escalation

• Set up a prioritisation system to handle the most critical cases first, ensuring that urgent issues are addressed promptly.
• Create an escalation process for particularly complex edge cases, routing them to specialists quickly.

Root Cause Analysis

• Analyse incoming support tickets to identify recurring issues.
• Categorize tickets to spot patterns and common themes, helping to pinpoint root causes.
• Once root causes are identified, collaborate with relevant departments (e.g. IT, product team) to address underlying issues such as technical problems, system limitations, user experience, or service inefficiencies.

Prevention & Proactive Solutions

• Implement permanent fixes or automation to reduce manual case handling and ease the strain on the support team.
• Introduce a support funnel to resolve issues via self-service (e.g. FAQs, chatbots, troubleshooting guides) before they reach the customer support representative.

Team Efficiency & Support

• Assess whether the support team is equipped with the right IT tools and knowledge to handle the cases efficiently.
• Apply temporary workarounds to assist the team until the root cause is fully resolved.

Customer Communication

• Enhance customer communication by setting clear expectations for response times and consider automated updates to keep customers informed about progress.