After customers' requests come to Usedesk, they are assigned a category. This was a fundamental decision for us. Some companies share the area of responsibility of employees through calls (mail, website, etc.).
Still, in our situation, we concluded that we should work by categories since we have the customer support center's main staff in Moscow. Most of the employees are located in the call center, and it is completely outsourced.
We process requests based on categories: we have one employee, one group handles everything related to retail stores, the other handles everything related to delivery, the third one deals with promotions, promotional codes, etc.
This solution allows us to maneuver during the high season; when the number of calls per month increases significantly, we quickly bring additional employees to the customer support center staff, and they begin to respond to customers just as quickly. And during the recession, we reduce and maintain the average cost of processing one request in the indicators that we have set for ourselves.
Example of a highlighted category
For example, the category "Gift Certificate". This category is not processed by dedicated operators, which are part of the customer support center, but by the department for work with gift certificates. We have set up a rule that if a customer's message is categorized as a "Gift Certificate," it automatically goes to the gift certificate department. This allows the buyer to receive qualified and prompt advice.
By the way, we have a special rule for retail stores in Usedesk: as soon as we receive a message about a retail store (price tag, checkout, rudeness, or suggestion for improvement), it is automatically sent to the mail of the store itself and the territorial manager. Thus, we both stores and territorial managers here and now are aware of all the requests that come to their store.
Call center example
How the call center works: the operator at 8 800 accepts a customer's complaint that a security guard was rude to him. Accordingly, the operator starts an application to Usedesk, chooses the store address and category, and writes "the buyer contacted the hotline, said that there was such and such an incident with the security guard," enters his contact information (phone, e-mail), if the buyer gives them, clicks send, and in this case, the rule is triggered: if a category from a retail store, an address, and a new status are specified, it automatically flies to the mailing list of the store - to the director, deputy, senior cashier plus the territorial manager.
We all have mail installed on our phones, so the territorial manager here and now sees what incident happened in his store. Simultaneously, the store has a period of 1 day established by the regulations to sort it out, contact the buyer and resolve this issue themselves, and then unsubscribe about the results.