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5 rules for SMART service agents πŸ‘€

Hi! πŸ‘‹

I just wanted to share 5 rules on how SMART agents should work, that I believe can make a massive change on your CSAT score. 

  1. Stop editing customers' tickets when they make a mistake - create a self-service portal with an edit request function. 
  2. Inform customers in advance about maintenance or holidays - use announcement banners to inform them all at once. 
  3. Implement an escalation process to know what tickets are really urgent.
  4. Give customers a clear path about their ticket – show them on the portal where the ticket is and how much is yet to come. 
  5. To avoid many calls and questions with bigger incidents, show customers linked and blocked issues on the details request view. That way, you can explain what's going on and why they're still waiting. 

πŸ€” What else should agents do to save time and focus on resolution? 


We’re organizing a free webinar to show how it should be configured and how to start working SMART. Join us and listen to how you can upgrade your daily routine for your agents. 


11 AM CET / 3:30 PM IST πŸ‘‰ 

6 PM CET / 11 AM EST πŸ‘‰



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