Improving Efficiency of Support team

Problem Statement

The high number of duplicate tickets raised by learners for the same issue within a single day is leading to unnecessary consumption of man hours. Analysis of customer email IDs on Aug'22 has revealed that almost 6% of overall tickets are duplicates, indicating a need for identifying the root cause of this issue and developing effective strategies to mitigate it.

Design Process

Primary Research

Primary research includes the insights based on from a months ticket data and analysing it to generate valuable insights
We had the ticket data for the month of August. There were around 21000+ tickets that were presented before us and we extracted the insights from there.

Data Analysis

We had the data for a calendar months and we analysed all the tickets. Segregated the tickets according to the number of unique users and then found out duplicate tickets. The tool that we used was google sheets.

We have taken insights from learners who raised 2 and 3 tickets in a day over the month

Why?

Data Insights

Criteria for marking tickets as duplicates

• If the tickets have same Agent Child Category. and

• If the tickets have same Ticket Description

Learners who raised 2 tickets on the same day

Ticket Origin Areas when learner raised 2 tickets

Learners who raised 3 tickets on the same day

Top Tickets Cases

Top Reasons for Duplicate Tickets

User Calling

After we figured out the ticket cases and the duplicates, we did a user calling and called 25+ Learners from across the dataset who have raised multiple tickets.

This gave us an insight on the learners persona and their pain points and their needs. Here are a few major insights that we have generated.

Learners Voice

• I raised ticket early in the morning , but as expected no one revert so, I have to write here , my excel course is over yesterday but still Nxt course is not visible to me

• How do I view my old support tickets. I need to access the information.

• Please close incident# 01281879 as there is no use in creating it.

• I just sent an email request for assistance. The ticket number is #01333924 and I did not post the error message.

Analysing Current flow

For the Ideation and proposing solution we have to keep in mind our existing design and build around it so that the user experience is intact.

We looked at our flow for when user generates the ticket and noted down the points where we can improve the experience according to our research

Proposed Solutions

• Change the user experience for resolved tickets

• When the tickets are generated, give ETA to the user.

• Provide contextual information into the email along with a link to track the ticket.

• Add the Ticket Status on the HnS itself.

Final Designs

Post Rollout Impact

The project was rolled out in 3 phases after the design overhaul. The impact after each phase has been outstanding and we were able to meet our targets.

• The tickets due to system bugs were fixed instantly.

• Tickets due to unnecessary reply were totally removed by changing the user experience for resolved tickets.

• Duplicate tickets from the sources such as LMS, LMS Chat, and Mobihelp saw a decline of 100%

• Tickets from other sources such as emails and calls are being monitored and will be tackled on future updates.

• Emails contain all the necessary information such as ticket number, LMS link, Resolution time.