Setting Up Exception Alerts in Radar
Quality customer service is all about setting standards and ensuring everyone works towards maintaining them. Even the slightest deviations can have serious consequences on customer relations. The first step towards maintaining these standards is identifying deviations as soon as they occur. For this, we need a timely, and reliable detecting method. Radar's exception handling mechanism serves this purpose.
In exception handling, you set the benchmark for metrics like average handling time and customer happiness. When a deviation occurs, the Radar app will notify you immediately, so you can put corrective measures to action right away and avert any ramifications.
In addition to this, you can configure daily toasts to receive notifications about your ticket stats so you can analyze and actively prevent deviations even before they occur.
What are exceptions?
Any deviations from the standard in support metrics are called exceptions. As the support manager, you can set the benchmarks for your business.
For example, you can set the average first response time for tickets to one hour. When there's an increase in this time, Radar considers this an exception and alerts you.
Benefits of exception handling
With exception handling setup, you can achieve the following:
Instant Notifications
Since Radar notifies you the very instant it detects exceptions, you can take control of the situation as soon as possible.
Accurate Monitoring
Key metrics need constant monitoring; however, admins amidst their busy schedules cannot take up this task. Radar takes the weight from their hands by providing timely and accurate exception alerts.
Proactive Response
Radar alerts admins at the slightest deviation, making it easy to react proactively before things become intractable.
Enhanced Reliability
Ensuring the internal benchmarks are met greatly improves the quality of your service. This, in turn, will make you more reliable in your customers' eyes.
Customer Loyalty
The quality and constancy of service can turn customers into long-term champions for your business.
You can receive exception alerts for deviations in the following metrics:
Daily Toast
Receive notifications about the current number of open, overdue, and unassigned tickets at any time of the day.
Average Handling Time
A collective term for first response time, response time, and resolution time.
First Response Time (FRT)
The average time interval between ticket creation and the first agent response is considered the first response time. When customers reach out for help, it is essential to acknowledge them at the earliest so that they feel welcomed and valued. Setting an internal benchmark for first response time helps ensure agents address customers as quickly as possible.
Tip: You can create and use snippets like 'Hi, welcome to Zylker support. How can we help you today?' as the standard first response to keep FCR at a minimum. Agents can quickly insert these snippets into their replies from the Radar app.
Response Time
In general terms, response time is the time taken by agents to respond to a customer message. To be precise, it is the sum of time intervals between every incoming customer message and its corresponding outgoing agent response in a ticket.
This is calculated for a ticket using the below formula:
Response Time = The interval between each incoming customer message and its corresponding outgoing agent response in a ticket / total number of responses.
Resolution Time
The time taken for agents to move a ticket from open to resolved state. The lesser the resolution time, the better the customer experience.
First Contact Resolution (FCR)
This is the number of tickets resolved with the first agent response. FCR is usually expressed in percentage. Initial inquiries like 'How to return items?' or 'how to apply a coupon?' usually get resolved with the first response itself. When these frequently asked questions are documented in the knowledge base, Radar app will suggest them to agents within tickets, making it easier to respond accurately.
Customer Satisfaction Score (CSAT)
The measure of a customer's happiness with a business. It is calculated from the ratings provided by customers. CSAT scores are a direct reflection of a business's performance, so it is imperative to keep them high.
To set up exception alerts
- Open the Radar app.
- Tap the settings icon (
).
- Tap the exception handling card.
- In the exception handling page, select the department. You can configure different exception alerts for different departments.
- Toggle the metrics you want to be alerted about and tap each metric to customize.
If you've toggled on
then you must customize the following
Daily toasts
Select the time at which you want to receive the alerts.
Choose metrics you want to be alerted about.
Average handling time
Set the benchmark for first response time, total response time, and resolution time.
Select the time period for which you want to receive exception alerts about. For example, if you want to see exceptions for the last seven days, then you must choose this as the filter.
Select the alert frequency, which is how often you want to receive alerts when there's a deviation.
First Contact resolution
Set the benchmark.
Select the time period.
Select the alert frequency.
Customer Happiness
Set the benchmark.
Select the time period.
Select the alert frequency.
You can check for exception alerts in the following places:
The dedicated exceptions tab in the Radar notifications page.
To access this page:
- Open the Radar app.
- Tap the notifications icons () from the bottom band.
- In the notifications page, tap the exceptions tab.
Your device's notification screen.
Note: You must've enabled Push Notifications for this.
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