Last week, we had asked Zoho Support users what kind of interactions they preferred in support tickets.
Short interactions are crisp but several such interactions in a single support ticket could still reduce customer happiness significantly. Long interactions need more patience but might get the job done in just a few interactions itself.
We asked the question to customer support managers as well as agents. We were really curious to see how different their opinions were in regard to this particular topic. What surprised us was the resounding uniformity in their opinions!
Managers prefer shorter interactions.
When asked the question, about 68% of support managers said that they prefer short-but-several interactions. While managing a team of support agents, the bigger picture takes center stage. When agents have shorter interactions in a ticket, they’re able to handle more tickets in a given period of time. Multiply that by the scale of the team and you’ll understand how useful that is, in the big picture.
Amongst support agents, about 60% opined that they preferred shorter-but-several interactions in support tickets. A quick internal discussion with our own support agents revealed that they prefer shorter interactions themselves. One reason is that most of the issues that customers tend to have are common issues. It’s very rare that an issue that has never been documented before pops up. In the case of common issues, it’s pretty simple for a support agent to isolate the issue and help the customer. So, by and large, shorter interactions would serve the purpose splendidly.
On the other hand, there are situations in which long-but-fewer interactions fit the bill better. We don’t rule those out. But for the vast majority of situations, shorter-but-several interactions seem to be much more convenient.
We’ll come back with a new topic next week. Until then, have a great weekend!