⤊
Improving Efficiency of Support team & CSAT
Problem Statement
The high number of duplicate tickets raised by learners for the same issue within a single day is leading to unnecessary consumption of man hours. Analysis of customer email IDs on Aug'22 has revealed that almost 6% of overall tickets are duplicates, indicating a need for identifying the root cause of this issue and developing effective strategies to mitigate it.
Design Process
Pre-requisites and context study
Get ticket data for a month
Analyse Data and generate insights
Propose Solutions
Ideate and Design
Post rollout impact
Data Analysis
Primary Research
Primary research includes the insights based on from a months ticket data and analysing it to generate valuable insights
We had the ticket data for the month of August. There were around 21000+ tickets that were presented before us and we extracted the insights from there.
1107 Learners
who raised two tickets on the same day
2214
Tickets
123 Learners
Have raised three tickets on the same day
369
Tickets
181 Learners
Have raised 3+ tickets on multiple days
1434
Ticktes
We had the data for a calendar months and we analysed all the tickets. Segregated the tickets according to the number of unique users and then found out duplicate tickets. The tool that we used was google sheets.
2.
Learners have raised 4 or more tickets deliberatly out of frustation to get attention and fast reply.
3.
The data and insights we be more accurate if it is not affected by outliers.
1.
It will provide us enough insights as they comprise of 85% learners.
Why?
We have taken insights from learners who raised 2 and 3 tickets in a day over the month
Data Insights
Learners who raised 2 tickets on the same day
Learners who raised 3 tickets on the same day
1107
Learners who raised
2 tickets same day
2214
Tickets Monitored
1258
Duplicate tickets found
123
Learners who raised
3 tickets same day
469
Tickets Monitored
252
Duplicate tickets found
Criteria for marking tickets as duplicates
If the tickets have same Agent Child Category. and,
If the tickets have same Ticket Description
98
Duplicate were raised at the exact same time.
724
Duplicate were raised within 1 hours have avg. raising time of 10 mins.
436
Duplicates were raised during the whole day
18
Duplicate were raised at the exact same time.
78
Duplicate were raised within 1 hours have avg. raising time of 13 mins.
156
Duplicates were raised during the whole day
Top Reasons for Duplicate Tickets
Few more Learners
Ticket Origin Areas when learner raised 2 tickets
579
Added More information
238
Previous ticket not answered
117
Raised automaitcally due to system bug
330
Raised due to replying to resolved tickets
LMS
Mobihelp
Phone
Grievance Page
LMS Chat
Portal
365
101
59
83
14
0
7
344
97
87
70
14
10
7
Ticket Origin
First Ticket
Second Ticket
Top Tickets Cases
Program Extension
Extension of Project/Assessment
Upcoming Class Schedule
Class access
Inside/Outside policy
Course Completion & Unlock Criteria
Project Guidance & Sample
After we figured out the ticket cases and the duplicates, we did a user calling and called 25+ Learners from across the dataset who have raised multiple tickets.
This gave us an insight on the learners persona and their pain points and their needs. Here are a few major insights that we have generated.
Prateek Gupta
PG Data Science
Voice
“Raised another ticket because I wanted to add more information”
Pain Points and Needs
Don’t know that I can reply to the existing ticket.
Wants fast resolution once the ticket is generated.
Priyadarshini
Data Analyst
Voice
“I just sent an email request for assistance because I wanted to extend the program”
Pain Points and Needs
Wants to know the time by when the query will be solved.
Didn’t knew about the support ticket tracking page on LMS.
Rathish Menon
PG Project Manger
Voice
“Raised only one ticket but due to internet issue it got to multiple”
Pain Points and Needs
Wants fast resolution and some reply from the team once the ticket is generated.
Need to know the resolution time before hand.
User Calling
Analysing Current flow
Final Designs
Proposed Solutions
Post Rollout Impact
Learner Opens HnS on LMS
The learner does not get an idea if they already have any ticket open here.
Learner goes through arya bot process
The text says “All our agents are currently buys helping other learners”
Learner creates a support ticket
After the ticket is created
We can have more context for tickets as in ETA and all.
After Sharing feedback
Learner goes to View Ticket
Learner views their open ticket
Learner receives a mail
Need more contextual information. Link to support page, ETA, Reply thing.
Refer friends to receive up to
on each enrollment
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When the ticket is open
When the ticket is generated
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Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns.
5:12 PM, yesterday
Hello, I want to exend my Data Science program by atleast 6 months as I will not be able to complete the program in the given time frame.
11:45 AM, Today
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns. Please explain your issue in details so that we can provide you with the best resolution. Please explain your issue in details so that we can provide you with the best resolution. The Simplilearn Team
2:12 PM, Today
BACK
Ticket No.
#01123123
Subject
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Date Created
13-04-2022
Status
Open
My issue is resolved
Need followup
When the user has open tickets
When the ticket is resolved by the support
When the learner clicks on my issue is resolved
When the learner comes back to the same ticket after giving CSAT feedback
When the ticket is closed
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This will help us improve the support experience for you.
Go to Support Requests
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Ticket No.
#0123212
View Details
#01123123
#8152923
#182923
Date Created
02-08-2022
13-04-2022
23-12-2021
28-11-2021
Subject
Certificate, Exam, Career services
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Labs, Projects, Assessments
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Status
Resolved
Resolved
Reopened
Closed
View Details
View Details
View Details
Action
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Support Requests
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns.
5:12 PM, yesterday
Hello, I want to exend my Data Science program by atleast 6 months as I will not be able to complete the program in the given time frame.
11:45 AM, Today
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns. Please explain your issue in details so that we can provide you with the best resolution. Please explain your issue in details so that we can provide you with the best resolution. The Simplilearn Team
2:12 PM, Today
BACK
Ticket No.
#01123123
Subject
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Date Created
13-04-2022
Status
Open
Need followup
Hi Subham! ��
Happy to help! Chat with us here.
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Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns. Please explain your issue in details so that we can provide you with the best resolution. Please explain your issue in details so that we can provide you with the best resolution. The Simplilearn Team
5:12 PM, yesterday
Hello, I want to exend my Data Science program by atleast 6 months as I will not be able to complete the program in the given time frame. I have attached this image which will give you my program details.
1 Attachment
11:45 AM, Today
Type Message
Reply
BACK
Ticket No.
#01123123
Subject
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Date Created
13-04-2022
Status
Open
HELP
MY RESOURCES
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Edit Profile
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Support Requests
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns.
5:12 PM, yesterday
Hello, I want to exend my Data Science program by atleast 6 months as I will not be able to complete the program in the given time frame.
11:45 AM, Today
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns. Please explain your issue in details so that we can provide you with the best resolution. Please explain your issue in details so that we can provide you with the best resolution. The Simplilearn Team
2:12 PM, Today
BACK
Ticket No.
#01123123
Subject
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Date Created
13-04-2022
Status
Open
My issue is resolved
Need followup
HELP
MY RESOURCES
COMMUNITY
JOBS
MY PROGRAMS
Edit Profile
Change Password
Invoices
Subscriptions
Digital Keys
Exams
Support Requests
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns.
5:12 PM, yesterday
Hello, I want to exend my Data Science program by atleast 6 months as I will not be able to complete the program in the given time frame.
11:45 AM, Today
Hi Subham Tibrewal, Thank you for giving us an opportunity to address your concerns. Please explain your issue in details so that we can provide you with the best resolution. Please explain your issue in details so that we can provide you with the best resolution. The Simplilearn Team
2:12 PM, Today
Dear Learner, this conversation has ended, in case you want help click here.
BACK
Ticket No.
#01123123
Subject
Certificate, Exam, Career services-Exam Booking-PG PM - Agile Scrum Master
Date Created
13-04-2022
Status
Open
~70%
Reduction in Duplicate tickets overall
100%
Reduction in Duplicate tickets caused by bugs
100%
Reduction in Duplicate tickets from LMS sources
Thank You
Team 2
Role 1 UX Designer, 1 UX Lead
"I raised ticket early in the morning , but as expected no one revert so, I have to write here , my excel course is over yesterday but still Nxt course is not visible to me"
"How do I view my old support tickets. I need to access the information"
"Please close incident# 01281879 as there is no use in creating it"
"I just sent an email request for assistance. The ticket number is #01333924 and I did not post the error message"
Change the user experience for resolved tickets
When the tickets are generated, give ETA to the user.
Provide contextual information into the email along with a link to track the ticket.
Add the Ticket Status on the HnS itself.
The project was rolled out in 3 phases after the design overhaul. The impact after each phase has been outstanding and we were able to meet our targets.
The tickets due to system bugs were fixed instantly
Tickets due to unnecessary reply were totally removed by changing the user experience for resolved tickets.
Duplicate tickets from the sources such as LMS, LMS Chat, and Mobihelp saw a decline of 100%
Tickets from other sources such as emails and calls are being monitored and will be tackled on future updates.
Emails contain all the necessary information such as ticket number, LMS link, Resolution time.
For the Ideation and proposing solution we have to keep in mind our existing design and build around it so that the user experience is intact.
We looked at our flow for when user generates the ticket and noted down the points where we can improve the experience according to our research