We accept applications as it is convenient for our clients. Experience with SMS has shown that the communication channel is not enough. To get feedback from a client, you need to receive it through all possible channels and in any form: photo, video, audio, text, or in a live conversation. For example, a customer needs to send to show that they didn't like it. Not everyone knows how to pull a photo from a smartphone to their mailbox to send it to an operator - a person will wave his hand and silently leave so as not to return. For such cases, the messenger is ideal: I took a photo and immediately sent it without unnecessary gestures. Sometimes it is more convenient for the client to call and tell about the problem by voice. Otherwise, describe everything in detail in a letter and send it by e-mail. The least common requests come from social networks because our clients are not teenagers but people over thirty. We knew that our customers are more accustomed to calling, e-mailing, or responding in a messenger, so we immediately integrated all these communication channels with Usedesk. It was more difficult to answer whether to acquire telephony and turn every call into a request in Usedesk. During the trial period, I configured telephony so that a call to an established extension would create a new task in Usedesk, and the call record would be attached to the request. But it quickly became apparent that it didn't make sense. A lot of calls come over the phone that are not related to solving problems. And wasting time ranking calls and clogging up the system is too expensive. After all, our task is not to process all requests, complete all the checkboxes, fill in the fields, solve the client's problem, and help him. Otherwise, while the operator ticks the boxes and fills in the fields, the client waits for an answer or does not receive it at all for a long time because the fields were filled in, but they forgot about the client. As a result, we abandoned the integration of telephony and Usedesk.
We classify requests and immediately see the statistics. When it was necessary to set up the classification, I remembered the principle by which the architects of urban spaces lay paths in the courtyards. They do not know in advance what routes pedestrians take. Space, where the paths should be, is plowed up or covered with earth, waiting for the locals to trample paths and laying tiles or asphalt on the widest ones. These routes will be in demand - people will not crush the lawns to shorten the path. I went the same way: I collected all the complaints and tried to classify each one. As a result, we got about 20 types of hits. But the operator is not comfortable using such an extensive list, so I have combined them into five categories and divided them into subcategories. This is where the significantly additional fields that allow you to customize the system for yourself came in handy - with their help; we managed to create a tree-like structure of the appeal. Every request in Usedesk goes along a specific route; for example, the client is not satisfied with the tire center → Ivanov served him → a day later, the tire was flat. It turns out a chain: where → who served → what is wrong. This makes it easier to work with hits and allows you to collect statistics to solve problems at the global level, rather than patching holes with each call.