Wow, what a mouthful huh?
Well, this is rather important, so I think it deserves a full topic on it.
I've created the core code for a support ticket submission system. What does this do? Well, if a customer has a problem, they can use the support system to garner help. As we have more than enough customer service people, this should help alleviate alot of things, however (yes, the big however!), there are a few things that need to be noted!
First of all, this support system is very much in it's infancy. There's tons more I could do it, and I will do it, but we need people to use it, test it, give us feedback.
For example, the tier 1 CSR's have very limited abilities, as I really don't know what they'll need. The Tier 1's deal with Account Issues and General Inquiries. Therefore, until I start getting some feedback on what they see they need for making their life easier, they can respond to a support question, escalate it, or resolve it. That's about it. But I'm sure, as the ticket system gets a work over, they and I will find things I can do to automate and make their jobs alot easier for them and better for the customer in the end.
Tier 2, are the tech geeks.
That, would be myself and Loki atm. We handle Region Issues and Technical issues usually involving coding or things needing debugging. We also handle anything the Tier 1's bump up to us. Again, there are, I'm sure, things I'll need to add to the system to make life easier for the Tier 2's, but that will come with time and standard questions and concerns coming from the customers.
Customers can also respond back to a response, or mark it resolved to free up our system. What I am asking in the interim, as we develop this system further, that not only do you use the Support page on the main site, but ALSO post it here in forums. This way, the support still happens, and I can get a feel for routine things that I can automate in the system for customer service.
A little info on how the base system works. The customer posts a ticket, they get a confirmation email of it. It's sorted based on the customer selection in the original posting, and sorted to being either a Tier 1 or Tier 2 issue. Then, when one of those people logs into the system, they check their support tickets. If any are outstanding as not resolved or not being worked by someone currently, they are open to responding to the customer. If no resolution can be found, the person can escalate (if on the Tier 1 team) to the Tier 2's. When one of the Tier 2's logs in, they see all unresolved issues in their support system waiting for response.
Simplistic in nature, but a hugely needed thing at this point. So please help us, to get you the help you request as soon as possible, and send us feedback!
Thanks!
