CATEGORISATION C1-C2
The fundament of the house. This makes sure you provide the information agents and customers need. The categorised data helps identify trends, patterns, and areas for improvement, informing strategic decisions.
Within 2 weeks we have your structure worked out and set up
"`A first step before you automate your processes is to make sure your setup is clear for your customers. By using the C1-C2 category system, we tag incoming requests with possible help centre content and macros to answer customers correctly and completely.ยด
Rob van den Boogaard (founder CX Digital)"
ADVANTAGES
Reduced resolution time
Categorising tickets helps assign the right resources, accelerating issue resolution.
Improved accuracy
Correct categorisation makes sure the right team or individual handles the issue, minimising misunderstandings and miscommunications.
Enhanced visibility
Categorised tickets provide a clear picture of ongoing issues, allowing for proactive planning and resource allocation.
Data-driven decision making
Categorised data helps identify trends, patterns, and areas for improvement, informing strategic decisions.
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Discovery
Identify main- (high level issues) and subcategories (issues in more detail), and most frequent issues.
Plan
Valuable insights from discovery
Focus on 20-80 rule.
Create
C1-C2 ticket structure:
Set up in CRM software
Manage incoming ticket flow based on category priority.
Maintain
C1-C2 reporting
Ticket distribution
Insights on delivery and or product quality issues.