A long list of HVAC service tickets from customers can seem intimidating to even the most seasoned handlers. Whether it’s having thousands of cases queued up at once or a complex problem requiring more expertise, it’s easy for service tickets to fall through the cracks.
This can unfortunately lead to angry clients and a low customer-satisfaction rating. So, how can you speed up your response time while keeping your customers satisfied? Here’s a few points for organizing HVAC service tickets for optimal time-management and faster completion rates.
Use Automated Email Responses
Utilize auto-responses to let customers know help is on the way, even if their request can’t be handled until a later time. Receiving a message stating their request will be looked into reassures clients and puts them at ease.
Categorize Support Tickets by Priority
Assign support tickets different levels of priority based on the time needed to complete the request and its complexity to help ensure timely handling and an improved response rate.
Set Up Timed Alerts
Set up timed alerts to ensure no case gets left behind. HVAC service ticket queues can fill up pretty quickly, and timed alerts ensure you’re able to create and manage a suitable time-frame for responding to customer requests.
Set Up Templates
Address common issues with an already-drafted response template. If you begin to notice a trend in the types of tickets customers typically send, templates can help speed up your response rate and save valuable time.
Keep Your Customers Updated
Communicate with your clients. If their request is going to take more time, it’s better to give a heads up instead of waiting to respond. Once you complete the ticket, don’t assume the client will already know. Send a notification indicating you’ve completed their request and that they can resume using your service normally.