Comments
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Hi, I have another related question. What % of the life of the case do you expect to be spent in the customer court ("waiting on customer")? In terms of time spent, we've consistently got the customer court coming in first and then the engineer court as second. That seems reversed to me, but I know there are many reasons…
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Hi, I have another related question. What % of the life of the case do you expect to be spent in the customer court ("waiting on customer")? In terms of time spent, we've consistently got the customer court coming in first and then the engineer court as second. That seems reversed to me, but I know there are many reasons…
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Thank you, Kevin...very helpful too.
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Thank you, Tanjef...that's very helpful! We are currently using calendar days and it's a topic brought up by our managers and engineers as making the target harder to obtain. We're also looking at (as an alternative) compensating for it by adjusting the target higher. Really appreciate your insights!
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Thanks, David. That is what makes sense to me too. They have already entered our overall experience so just because they have to switch channels...they should not have to start over from a SLA response perspective.
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Thanks, Alexander. Do they ever transition from one channel to another? Or, are you saying even in a transition, the same SLA applies?
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That's very helpful, @Sumit Bhat. We have a similar process to your IQI to enable coaching. Thanks again for your insights and help.
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Thank you David, that is very helpful! I really appreciate your insights.
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Hi David and thanks for the reply. That was my initial thought as well, especially if the same engineer handles the case the second time around (you count the first survey). If a new engineer gets the case upon re-open though it means that they would not receive a survey (or feedback) on how they handled the case. Perhaps…
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Hello All, I'm with Salesforce in the Support Strategy & Operations group. Looking forward to learning and sharing best practices with everyone!
