SayPro Monthly January SCMR-5 SayPro Monthly Classified Support Tickets: Implement a support ticket system for user inquiries by SayPro Classified Office under SayPro Marketing Royalty SCMR
1. Overview
SayPro aims to enhance its service quality, improve user satisfaction, and streamline support operations for the quarter. Our focus is on maintaining high user satisfaction, implementing an efficient classified support ticket system, and ensuring seamless support for all classified inquiries under SayPro Marketing Royalty SCMR.
2. Target Metrics for the Quarter
a) User Satisfaction Rate
- Target: Maintain a user satisfaction rate of at least 90% for resolved support tickets.
- Measurement: Satisfaction will be evaluated through post-resolution surveys and direct user feedback.
- Strategies for Achievement:
- Implement a user feedback survey after ticket resolution.
- Conduct weekly performance reviews of support tickets to assess resolution quality.
- Improve response time by setting a 48-hour resolution goal for standard inquiries.
- Enhance customer service training for SayPro support teams to handle inquiries efficiently.
b) SayPro Monthly Classified Support Tickets
- Objective: Implement a classified support ticket system for user inquiries under the SayPro Classified Office, managed by SayPro Marketing Royalty SCMR.
- System Features:
- Users can submit classified-related inquiries (e.g., ad posting issues, payment concerns, category selection).
- Tickets will be categorized based on urgency and topic (e.g., technical issues, account support, general inquiries).
- Automated responses for common inquiries to reduce resolution time.
- A dashboard for tracking ticket status and support team performance.
c) Support System Implementation
- Implementation Phases:
- Phase 1 (Week 1-2): System setup and internal testing.
- Phase 2 (Week 3-4): Soft launch for limited user testing and feedback collection.
- Phase 3 (Week 5-6): Full deployment with active monitoring.
- Phase 4 (Week 7-8): Performance review and necessary optimizations.
3. Key Performance Indicators (KPIs)
| Metric | Target | Measurement Method |
|---|---|---|
| User Satisfaction Rate | ≥ 90% | Post-ticket resolution surveys, user feedback |
| Average Response Time | ≤ 24 hours | Support team reports, ticket logs |
| Average Resolution Time | ≤ 48 hours | Support dashboard, ticket closure reports |
| Ticket Escalation Rate | < 10% | % of tickets requiring managerial review |
| System Uptime | 99% | Technical monitoring logs |
4. Monitoring and Reporting
- Weekly Reports: Performance analysis of classified support tickets.
- Monthly Reviews: Tracking satisfaction trends and identifying areas of improvement.
- Quarterly Evaluation: Full assessment of system efficiency and target achievement.
5. Expected Outcomes
- Higher efficiency in handling classified user inquiries.
- Improved satisfaction and trust in SayPro Classified Services.
- Reduced support team workload through automation and streamlined processes.
- Enhanced reporting and analytics for future improvements.
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