Keeping track - our support dashboard
To keep an overview of all incoming phone calls, we have developed a support dashboard that displays all important information about the current call volume in real time.
This allows every supporter to see how many colleagues are currently available. It also shows how many callers are currently on hold or how many calls have already been answered. This transparency helps us to distribute the workload evenly among the support staff and ensure that waiting times are as short as possible.
A new transparent ticketing system
The ticketing system we developed makes it possible to map the processes described above and integrate necessary automation. For example, our customers are automatically informed by e-mail about the processing status of their request, and thanks to the unique ticket number, our support staff can respond quickly and competently to further questions. The processing status of the ticket is thus clearly identifiable and documented at all times. A support ticket can have the following statuses:
1st level support
First level support tickets in progress
2nd level support
Second level support tickets in progress
Tickets on hold (e.g., further info needed from customer)
Tickets that have been forwarded to the development department and are being processed there
All tickets are processed chronologically in the order they are received and are always given a deadline. This way, no request remains unanswered!
The processing history of each ticket is also fully documented. Each time a customer calls, the system automatically checks whether there are any open inquiries in the system. In this way, unnecessary searching for possible references is avoided. This creates transparency on both sides - for our customers and for us.
As a result, 75.4% of support requests were resolved on the same day in the past six months, which is also reflected in the positive feedback from our customers.
Learning from customers
For several months now, we have been gathering experience and collecting feedback from our customers regarding our support performance. This helps us to critically observe and further improve our processes. Our goal is to provide the best possible service for our customers. Here, too, transparency is important to us for everyone involved. You can see the results of the first few months in Figure 4.
Working in the service area, which often involves dealing with problems, is challenging. But if our employees do their job well and the user receives a satisfactory solution in the end, both parties are satisfied and motivated to continue working.
For this, we would like to say thank you on behalf of our entire support team!
Cooperation with our LINEAR Partners
In some of our export countries we have strong partnerships with our LINEAR Sales Partner. They are also offer a professional support to customers in their region in the corresponding national language. So customers in these countries have the possibility to use direct support in their local language and the responsible support in turn has the possibility to get direct assistance from our support. In this way, we transfer our know-how and the quality of the support to our partners and thus to our customers in the corresponding countries.
Ideas and suggestions
In the exchange with our customers, especially during support calls, we often receive great ideas for improvements in the software. To systematically keep track of these ideas and suggestions, we have also created a new platform: the LINEAR Idea Channel. Here, customers now have the opportunity to make suggestions for future developments and to vote on other suggestions. Thus, you can directly influence the software development at LINEAR.
In this way, we learn directly from our users and can improve together. By the way, you can try it here in our new LINEAR Idea Channel (actual only in German, but feel free to send ideas also in English).
Thank you for your valuable feedback and constructive criticism. We promise to continue optimizing our processes and services for you.