Once the data is submitted, a ticket detail screen is created for the issue.
The details on the screen should include:
- Confirmation of successful submission: Provide immediate confirmation to the user upon successful submission of the data. This confirmation message assures the user that their issue has been received and is being addressed.
- Automated resolution (if applicable): If the submitted data is enough to warrant an automated resolution, provide an automated response clearly marked as such. This response should include the resolution steps and next actions for the user to take. By providing a prompt automated response that assists with the issue at hand, the overall experience with the GRM for the user is enhanced. Please note that chatbot responses are “automated” responses (unless a different approach or strategy has been envisaged for the chatbot in the GRM by the UPI service provider.”
- Social validation through analytics: Utilise analytics available within the ecosystem to offer social validation to the user. This may include providing statistics or feedback demonstrating the expected time for efficient resolution of similar issues. This reassures users of the platform’s acknowledgement of the nature of the issue, and its commitment to resolving their concerns swiftly and effectively.
- Option to escalate issue: Allow users to escalate their issue by speaking with or requesting assistance from a service agent. This ensures that users have the opportunity to seek further clarification or assistance if needed, enhancing the accessibility and responsiveness of the support system. This option is to be made available throughout all levels and provides comfort to the user regarding the continuous availability of this more familiar yet time-consuming fall-back option.
This comprehensive approach thus aims to optimise user satisfaction and support efficiency within the ticketing system.