Once we began to measure the numbers, we realized that things were terrible there. In the March, the average response time to tickets was 50 minutes. We set ourselves a goal of 20 minutes, and over the year, we got it down. Now it's 8.5 minutes. That is, if you write to any of our product email addresses, you will get an answer in 8.5 minutes.
First of all, it has to do with the transition to the new Usedesk ticketing system. What has it given us? Transparent and straightforward reporting and statistics for the agents themselves. Auto-answers, automation rules, templates, all information about users in one place, as well as the ability to answer calls from all channels (calls, email, instant messenger, social networks) and a cool categorization.
Second, instead of a single flow, we distribute tasks in lines, and each group handles its queue of tickets.