Deflecting simple support tickets can help customers have a smoother customer experience, and take the burden off agents so that they are free to respond to more urgent or complex issues. Here, we go through how to identify common reasons for tickets that can be automated.

Common actions

There are often actions essential to the customer journey where customers either need help or they need an agent to fully complete the action for them. This is usually because the business is growing fast, product features have not been fully built out yet and it's easier in the short-term to rely on support teams to fulfil tasks for customers.

However, this obviously can lead to friction. Common AI tags you may see in your conversations often start with 'Request'. Common examples include:

  • Cancel Order

  • Cancel Subscription

  • Request Discount

  • Request Refund

  • Update Order

  • Changes In Delivery Details

Common questions

Sometimes there is no specific issue, but confusion coming from the customer, due to any lack of clarity throughout the customer journey. This can indicate improvements needed to parts of the customer journey, such as an increase in visibility of certain functionality like editing orders, or requesting refunds.

Common examples include:

  • Where is my delivery?

  • How do I return?

  • Where is my refund?

  • How do I change my order?

  • Can I pause my subscription?

Common issues

No matter how much we report on issues, some may never go away due to systemic issues in delivery or operations. This is where automating the reporting of common issues can come in handy. For example, if you know delivery issues from a third-party provider are probably not going to improve any time soon, and are out of your hands, you may at least want to design the easiest way for customers to record their issue and get suitably compensated.

Common examples include:

  • Box Not Delivered

  • Late Delivery

  • Wrong Item Sent

  • Wrong Size Sent

  • Damaged Packaging

  • Damaged Product

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