ClearFeed Request Management
Best Practices for customers:
It is recommended that customers post all queries regarding a particular issue in the same request thread which can help them as well as the support team to better track and resolve the request.
Encourage customers to raise requests with relevant screenshots and video grab for faster and more efficient troubleshooting and resolution.
Unless necessary, avoid tagging individual support team members or client servicing teams for the requests. Your requests will be attended to by the right team members based on your support contract.
The expected response time for any requests on your slack channel would be x hours/minutes. Our support hours are <>. Please refer to our knowledge base articles <> (Link them to the channel) for quick reference for general queries for faster resolution.
Defining other support mediums/channels apart from Slack and any other escalation mechanism you want to provide to customers.
Best Practices for Agents
Group the customers in collections by the priority of the customers and promised response time SLAs in their contracts. Attach each collection or group of collections with similar policies to a different triage channel for effective management. You may need to staff appropriately in each triage channel based on expected volume and response time expectations.
In some cases, it might be helpful to break down customer channels into collections by the phase of customer roll-out. Eg. Pre-Sales, Onboarding, and Ongoing Support , as the nature of queries and type of customer service reps supporting the customers in each phase may be different.
Configure workflows at collections in the following manner. If the promised SLA to the customer is 2 hours, set up workflows on no response to trigger in the respective triage channel at 1.5 hours to drive the team’s attention to potential breach chances.
Mute all customer channels and respond to customers from the triage channel only in respective request threads. All your responses from the triage channel in the respective request thread would get posted in the thread where the customer has initiated the request in the customer channel.
As much as possible, discourage customers from tagging specific individuals from the client servicing team and encourage customers to confine requests to a single thread.
Whenever there is a new query on a customer channel it gets posted at the bottom of the respective triage channel. If you are the assigned support executive managing the triage channel for specific business hours, you can pick the request and respond. (Clarify the policy of assignment to your team members. Eg. round robin, technical nature of the query, etc.)
ClearFeed clubs related and rapid consecutive messages from the customer in the same request and posts them in the same thread on the triage channel. Any response from the triage in this case would get posted in the first messages on the customer channel in the thread.
While responding from the triage channel, to get a preview and more context of previous customer conversations, you can visit the customer channel. However, ensure that you don’t reply from the customer channel, or else it will create dual notifications on Slack from both the customer channels and the triage channel.
If the query on the triage channel is meeting coordination (eg. when is a good time to talk) or acknowledgment (eg. Thanks), you can mark that as “Not A Request” on the triage channel. While calculating the metrics on ClearFeed, we don’t consider the metrics on these queries.
You can collaborate with support and engineering teams with internal comments on the triage channel. Simply apply :lock: and communicate internally. Any slack comment that is followed by this emoji will not get posted on the customer channel. You can also edit and delete comments on the triage channel and the same would reflect on the customer channel.
When your shift is ending, hand over all open and in-progress requests to the support team members in the next shift. You can do this either from the ClearFeed Webap (web.clearfeed.app) or the ClearFeed Slack App by searching the requests that are assigned to you. Whenever you assign someone an issue, they are notified of the same in real time on the ClearFeed App.
Whenever you are starting your support shift, you can review all requests assigned to you which are “Open” or “In-Progress” by going to ClearFeed Webapp (web.clearfeed.app) or Slack App and filtering the requests by collection.
You can review the support metrics (number of requests, response time) of the requests that you / team have managed by going to the analytics module and filtering the metrics by the assignee, channel, and other such cuts.
Best Practices for working with engineering:
Coming soon!
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