Answering every support request on time

Support requests arrive by phone, WhatsApp and email. Most are handled. The ones that slip are usually the important ones, from customers with a contract that promised a response time.

Every request becomes a case

In nexp Customer Service each request becomes a case with a number, an account, a contact and the product it is about. Its priority comes from impact and urgency. Its respond-by and resolve-by times come from the customer's contract, and the case shows them on screen. When a case is close to breaching, the team can see it before it does.

One conversation

Replies to the customer and internal work notes sit in one thread on the case, with attachments, and it updates live while the team works. Nobody has to forward an email to find out what was said.

Queues and the workspace

Support groups have their own queues. Anyone can take a case with Assign to me. The workspace shows open cases, cases assigned to you, unassigned cases and cases that have breached their service level.

What the customer owns

nexp keeps the products each customer has installed, the contracts and entitlements that cover them, and the history of cases per asset. The first question on most calls, "is this still covered?", is answered on the case itself.

Knowledge base

Articles for the team and for customers mean the same question gets the same answer, whoever picks up the phone.

A portal where customers raise and follow their own requests is coming soon. For now, cases are logged from calls and emails and customers get replies from the same thread.