During match day, inform customers that you're out for a game ⚽️⚽️⚽️

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It is worthwhile to let your customers know about extended support wait times, from any reasons! As we're currently caught up in the excitement of EURO2024 ⚽️⚽️⚽️, we understand that this busy period might impact our support response times, so we took proactive measures to inform our customers in advance 💡 

Communicating Extended Support Wait Times

Letting your customers know about potential delays is crucial. Well-strategized incident communication lays the foundation for fast resolution and high customer satisfaction (CSAT). We always use banners from the Feature Bundle to keep our customers informed and manage their expectations effectively.

Automated Scheduling of Banners

One of the best features we utilize is the ability to schedule banners to disappear after a specific date automatically. This ensures that the communication is timely and relevant, without requiring manual updates.

Benefits of Well-Strategized Incident Communication

1. Resolution Cost Minimization: Clear communication prevents misunderstandings and reduces the need for repeated interactions, thus lowering resolution costs.

2. Higher CSAT: When customers are aware of potential delays and understand the reasons behind them, their satisfaction levels remain high.

3. Agents Focused on Resolution: With well-informed customers, our support agents can focus on resolving issues efficiently rather than spending time explaining delays.

4. Lack of Duplicates and Overloaded Queues: Proactive communication helps in reducing duplicate tickets and prevents queues from being overloaded with the same concerns.

By maintaining transparent and proactive communication, especially during busy times like EURO2024, we can ensure that our customers remain informed and satisfied. This approach not only helps in managing customer expectations but also allows our support team to operate more efficiently. 

Join the Fun!

We'll be occupied until Sunday, so let's place bets in the comments on who will win 🇪🇸 🏴󠁧󠁢󠁥󠁮󠁧󠁿! 

Thanks for the inspiration, Awesome Custom Fields 😊

#AtlassianCreator