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
Objective:
The primary goal for this quarter is to enhance user self-sufficiency by increasing knowledge base utilization and streamlining customer support through an effective ticketing system.
Key Performance Indicators (KPIs)
1. Knowledge Base Utilization
📌 Target: Ensure that 50% of support tickets are resolved by referring users to the knowledge base or FAQ section.
Implementation Plan:
- Content Expansion:
- Update and expand the SayPro Knowledge Base with solutions for common issues.
- Include step-by-step troubleshooting guides, screenshots, and video tutorials.
- User Engagement Strategies:
- Improve the visibility of the Knowledge Base in the SayPro Classified Office and on the SayPro platform.
- Auto-suggest relevant FAQ articles when users begin submitting a support ticket.
- Performance Monitoring:
- Use analytics to track ticket resolution sources (Knowledge Base vs. direct support).
- Set up a feedback mechanism for users to rate the helpfulness of knowledge base articles.
📊 Success Metric:
- 50% of support tickets should be resolved via Knowledge Base resources.
2. SayPro Monthly Classified Support Tickets
📌 Target: Implement a support ticket system to handle user inquiries efficiently under SayPro Classified Office in alignment with SayPro Marketing Royalty SCMR.
Implementation Plan:
- System Development:
- Deploy a structured ticketing system for handling user inquiries.
- Categorize tickets based on urgency, topic, and department.
- Process Optimization:
- Automate ticket assignment to relevant SayPro support teams.
- Implement a first response time KPI to ensure timely responses.
- Integration with Knowledge Base:
- Enable automatic ticket suggestions based on keywords.
- Encourage self-service resolution before escalating to support agents.
📊 Success Metrics:
- 95% of support tickets acknowledged within the first 24 hours.
- 75% of non-technical queries resolved within 48 hours.
- Customer satisfaction rating of 80% or higher on resolved tickets.
Quarterly Review & Adjustments:
📌 Monthly Checkpoints:
- January SCMR-5: Initial implementation and baseline performance tracking.
- Mid-quarter Review: Analyze ticket resolution trends and adjust the approach if needed.
- End-of-quarter Evaluation: Assess if KPIs are met and refine the strategy for the next quarter.
📌 Final Outcome:
By achieving these KPIs, SayPro will reduce support workload, improve user satisfaction, and enhance platform efficiency through a well-structured self-service knowledge base and ticketing system.
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