Customer Service is taxing. Keeping customers supported, engaged and happy is a complicated multi-layered task with the imperative on communication. Managing tickets, work orders and requests can mean it is difficult to keep the focus on the customer. This post will outline some of the key trends in business to business (B2B) customer service and show how an issue management tool – such as One Issue – can be utilised to speed communication and improve engagement with your customers.
Step 2 – Categorise
This post concentrates on the second step – understanding and applying categories – how to delineate issues, identify root causes, structure failure, undertake diagnosis and triage, deal with location and asset categorisation.
This is the second of six posts that outline in more detail our guide to getting on top of your issues, born out of our experience, frustration and success in managing issues in complex environments.