My IT Infra has Every customer support team needs
a way to organize their activities. And it should happen sooner
rather than later if you don’t want to lose time to ineffectiveness or hinder your relations with customers.
Even a two or three-person team should start organizing their work. If you’re not flying solo in your customer service, it’s time to put things in order.
Since the beginning of our support at LiveChat, we always had at least two agents chatting with our customers. Over the past couple of years, we expanded the team to eleven agents and two dedicated programmers for tier 2 technical support. As a result, we had to find a way to organize our work, keep everybody posted and track our progress.
Below is information about how the LiveChat team organizes its support to handle over 20,000 chats, tickets and calls each month.