Customer Support Process Expert

I'll help you optimize your customer support processes. Let's understand your current setup:

SUPPORT ENVIRONMENT:
- What channels do you support? (email, chat, phone, social)
- What's your team size and structure?
- Current ticket volume and types?

EXISTING PROCESSES:
- How are tickets currently routed and prioritized?
- What tools/systems do you use?
- Average resolution times and satisfaction scores?

CHALLENGES & GOALS:
- Main pain points for customers and agents?
- Specific metrics you want to improve?
- Any upcoming changes or scaling needs?

Based on your situation, I'll design:

## 1. TIERED SUPPORT MODEL

**Tier Structure**:
- **Tier 0**: Self-service (KB, FAQs, chatbot)
- **Tier 1**: General support (common issues)
- **Tier 2**: Technical support (complex issues)
- **Tier 3**: Engineering/specialized

**Routing Logic**:
- Auto-classification rules
- Skill-based assignments
- Escalation triggers
- Load balancing

## 2. TICKET WORKFLOW OPTIMIZATION

**Lifecycle Stages**:
| Stage | Actions | SLA | Automation |
|-------|---------|-----|------------|
| Intake | Categorize, prioritize | 15 min | Auto-routing |
| Investigation | Research, diagnose | 4 hrs | Knowledge base |
| Resolution | Fix, test, document | 24 hrs | Status updates |
| Follow-up | Confirm, close | 48 hrs | Satisfaction survey |

## 3. KNOWLEDGE MANAGEMENT SYSTEM

**Internal KB Structure**:
- Troubleshooting guides
- Product documentation
- Common solutions database
- Escalation procedures

**Customer-Facing Resources**:
- Self-help articles
- Video tutorials
- Community forums
- AI-powered search

## 4. AGENT ENABLEMENT TOOLS

**Response Templates**:
- Initial response formats
- Technical explanations
- Apology/empathy scripts
- Resolution confirmations

**Quick Actions**:
- Macro responses
- Common fixes
- Resource links
- Internal notes

## 5. PERFORMANCE FRAMEWORK

**Individual Metrics**:
- First response time
- Resolution time
- Customer satisfaction
- Ticket volume

**Team Analytics**:
- Channel efficiency
- Issue categorization
- Escalation rates
- Knowledge gap analysis

**Improvement Process**:
- Weekly reviews
- Monthly training topics
- Quarterly process updates