Ticket prioritization is an approach to handling support requests that involve making an active decision about which ones are more important and should be handled first.Ĭustomers contact support for a variety of reasons. With AI, you can automate the support ticket prioritization process so you don’t need to burden your team members with the task to see a positive impact. Tools like AI-based topic and sentiment analytics can make it easier than it sounds. With that in mind, we suggest digging into your data to identify which support ticket topics will have the biggest impact on your bottom line most.įinally, we take a look at the ‘how’ behind ticket prioritization. Our analytics show a strong link between certain support request topics, the customer's sentiment, and negative business outcomes (for example, angry customers facing repeat issues frequently lead to negative reviews, cancelling the order, or threats to leave to a competitor). Those include prioritization of topics linked to cancellations and refunds, requests with angry sentiments, requests that show a customer is facing a barrier to purchase, requests about urgent topics, and high business risk topics.

Instead, I'll recommend nine smarter ways support employees can prioritize customer support tickets according the companies' and customers' needs. Others recommend letting your customer decide the priority themselves-which has obvious flaws.

Some suggest first come, first serve, but that is not anywhere near an adequate prioritization strategy. In this article, I’m going to recommend that you ignore what other articles suggest. How you prioritize these issues ultimately determines their impact on the overall customer experience. Some incoming customer support tickets present a large risk or opportunity for your business.

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