Reduce Time to Resolution for Customer Issues

This standard mandates reducing time to resolution for customer issues, as engineering must actively contribute to faster problem resolution.

1. Reduce Time to Resolution for Customer Issues:

Engineering must actively contribute to faster problem resolution. This approach ensures that customer issues are resolved quickly and efficiently.

• 1.1 Self-Service Diagnostic Tools:
  • 1.1.1 Chatbots and Help Centres:
    • Build self-service diagnostic tools, chatbots, and intuitive help centres.
    • Automate the configuration of chatbots.
  • 1.1.2 Tool Management:
    • Automate the tracking of help centre usage.
    • Implement tool tutorials.
• 1.2 Real-Time System Insights:
  • 1.2.1 Support Team Issue Diagnosis:
    • Provide customer support teams with real-time system insights to improve issue diagnosis.
    • Automate the sharing of real-time system data.
  • 1.2.2 Insight Management:
    • Automate the tracking of system insight usage.
    • Implement insight feedback collection.
• 1.3 Automated Error Handling:
  • 1.3.1 Proactive Customer Notifications:
    • Automate error handling and proactive notifications to alert customers before issues escalate.
    • Automate the configuration of error handling routines.
  • 1.3.2 Notification Management:
    • Automate the tracking of proactive notifications.
    • Implement notification tutorials.

By reducing resolution time, organisations can improve customer satisfaction and reduce support costs.

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