How to Keep Customers Happy During Service Outages: The Ultimate Ticket Volume Reduction Guide

In this article, we'll explore the basics of incident management, including best practices and what big tech companies do.
Published on June 5th, 2023 by Leo

When a service outage occurs, it is natural for customers to reach out to the support team for assistance. The influx of tickets can be overwhelming for the support team, making it difficult to manage and respond to all of them in a timely manner. However, with the right strategies, it is possible to drive down ticket volume during an incident and minimize the impact on customers.

Here are some effective ways to reduce ticket volume during an incident:

Proactive Communication:

The first step in reducing ticket volume is to proactively communicate with customers. By providing timely and accurate information, customers can understand the nature of the incident and the steps being taken to resolve it. This can be done through email, social media, or other communication channels. A well-crafted message can help reduce the number of tickets created by customers seeking updates on the issue.

Self-Help Resources:

Creating self-help resources such as a knowledge base or FAQ section can help customers troubleshoot common issues on their own, without needing to contact support. These resources should be easily accessible on the company's website, and should be regularly updated to reflect any changes or new issues that may arise. By providing customers with a self-service option, the support team can focus on more complex issues that require their expertise.

Incident Status Page:

An incident status page is a centralized location where customers can get up-to-date information on the status of an incident. This page should be regularly updated with the latest information on the incident, including any workarounds or solutions that have been identified. By directing customers to the incident status page, the support team can reduce the number of redundant tickets and provide customers with the information they need to understand the issue.

Identify the Root Cause:

To prevent future incidents, it is essential to identify the root cause of the outage. Once the root cause has been identified, steps can be taken to address the underlying issue and prevent it from happening again. By addressing the root cause, the number of incidents can be reduced, and the support team can focus on resolving other issues.

Use Automation:

Leveraging automation can help reduce the burden on the support team during an incident. Automated responses to common issues can help customers troubleshoot their problems without the need for human intervention. Additionally, automation can be used to categorize tickets, prioritize them, and assign them to the appropriate support staff. This can help ensure that tickets are being handled efficiently, reducing the time it takes to resolve them.

In conclusion, driving down ticket volume during an incident is essential to minimize the impact on customers and ensure that the support team can manage the incident effectively. By being proactive in communication, providing self-help resources, creating an incident status page, identifying the root cause, and leveraging automation, companies can reduce the number of redundant tickets and allow the support team to focus on resolving the underlying issue. These strategies can help ensure that customers receive the support they need, even during an incident, and can help build trust and loyalty with customers.