Best Practices Overview
Strategies to maximize your support team's effectiveness.
Why Best Practices Matter
Following proven practices helps your team:
- Respond faster to customers
- Maintain consistent quality
- Reduce burnout and stress
- Scale efficiently
- Improve customer satisfaction
Key Areas
Inbox Management
Keep your inbox under control:
- Inbox zero strategies
- Prioritization techniques
- Managing high volume
AI Feature Usage
Get the most from AI:
- When to use AI features
- Reviewing suggestions
- Improving accuracy
Team Collaboration
Work effectively together:
- Internal communication
- Handoffs and escalations
- Knowledge sharing
Automation Strategy
Automate smartly:
- What to automate
- Testing automations
- Avoiding pitfalls
Knowledge Base Tips
Build effective self-service:
- Writing great articles
- Organization strategies
- Keeping content fresh
Quick Wins
Start Here
High-impact, low-effort improvements:
- Create 5 macros for your most common responses
- Set up one automation for ticket routing
- Write 3 articles for top customer questions
- Enable AI summaries for faster context
- Configure SLA alerts to catch at-risk tickets
Measure Your Baseline
Before optimizing, measure:
- Current first response time
- Current resolution time
- Customer satisfaction score
- Tickets per agent per day
Then track improvements over time.
Principles
1. Customer First
Every decision should improve customer experience:
- Fast, accurate responses
- Easy self-service
- Personal touch when needed
2. Continuous Improvement
Never stop optimizing:
- Review metrics regularly
- Get customer feedback
- Test new approaches
- Learn from mistakes
3. Work Smarter
Use tools effectively:
- Automate repetitive tasks
- Use AI to assist
- Build knowledge base
- Share expertise
4. Team Health
Sustainable practices:
- Balanced workloads
- Clear processes
- Support each other
- Celebrate wins
Maturity Model
Level 1: Getting Started
- Basic ticket handling
- Manual processes
- Reactive support
- Individual knowledge
Level 2: Organized
- Defined workflows
- Some automation
- Basic metrics
- Team coordination
Level 3: Optimized
- Streamlined processes
- Extensive automation
- Proactive support
- Knowledge sharing
Level 4: Excellence
- Predictive insights
- Continuous optimization
- Customer advocacy
- Industry-leading metrics
By Role
For Agents
Focus on:
- Mastering the inbox
- Using macros effectively
- Leveraging AI features
- Clear communication
For Team Leads
Focus on:
- Queue management
- Coaching and feedback
- Process improvement
- Team metrics
For Admins
Focus on:
- Configuration optimization
- Automation strategy
- Integration effectiveness
- Scaling for growth
Common Mistakes to Avoid
Over-Automation
Don't automate everything:
- Some tickets need human touch
- Complex issues need judgment
- Automation can feel impersonal
Ignoring Metrics
Data tells you what's working:
- Track key metrics
- Review regularly
- Act on insights
Inconsistent Responses
Customers notice differences:
- Use macros for consistency
- Train team on standards
- Review quality regularly
Neglecting Knowledge Base
Self-service saves everyone time:
- Keep articles current
- Write for customers, not agents
- Promote self-service
Getting Started
Week 1: Foundation
- Review current metrics
- Identify top 5 ticket types
- Create macros for common responses
- Set up basic automations
Week 2: Optimization
- Enable AI features
- Write first knowledge base articles
- Configure SLAs
- Train team on new tools
Week 3: Refinement
- Review what's working
- Adjust automations
- Add more macros
- Expand knowledge base
Week 4: Measure
- Compare metrics to baseline
- Gather team feedback
- Plan next improvements
- Celebrate wins