Once we began to measure the numbers, we realized that things were terrible there. In the March tickets, the average response time 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 emails, 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. The ability to answer calls from all channels (calls, mail, messengers, 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.