Owner:
Stephane
Leveraging Support for Continuous Improvement at Vates
While still learning about Vates’ processes, I’d like to discuss how we can use support to:
- Identify trends
- Implement case deflection
- Increase product quality
- Boost customer satisfaction
Key Discussion Points
1. Case Handling: Quick Issue Identification and Resolution
- Goal: Streamline case handling for faster issue resolution.
- Proposal:
- Use the note field to summarize:
- Symptoms
- Root cause
- Solution
2. Tracking Documentation/KB/Solution Usage
- Goal: Review pain points and address them through documentation, product, or workflow improvements.
- Question:
- How can we track how many times a doc/KB/solution has been viewed or used?
3. Keeping Customers Informed About Bugs
- Goal: Avoid keeping cases open and manually updating each customer.
- Question:
- What’s the best way to inform customers once an issue is identified as a bug?
4. Evaluating Customer Satisfaction
- Goal: Measure and improve customer satisfaction.
- Question:
- How do we effectively evaluate customer satisfaction?
Additional Notes
- All ideas are welcome!
- This may overlap with discussions about tooling and workflows.