Support Manager Daily Activity Guide

Modified on Wed, 14 Feb 2024 at 09:47 AM

Purpose

This article lists several common challenges facing Support Managers everywhere. Review the list of common challenges we have identified and expand any that resonate with you.

This article provides you with the following:

  • Actions you need to take in SupportLogic to address that challenge
  • A link to the instructions on how to execute each task(s)
  • Estimated time and cadence (daily / weekly / monthly) to accomplish it


Summary

This article is a continual work in progress and our first attempt to provide you a guide on actions to take in SupportLogic to address key business challenges for many Support Organizations. Please help us make it better and more relevant to you by providing comments / suggestions for other challenges not included here.

To suggest a new business challenge:

1. Click "No" at the bottom of this page.
2. Select the option "Need more information:"
3. Provide us with a detailed description of the business challenge to address.
4. Click "Send".


Business Challenges

Review the list of challenges below. If you want to learn how to address that challenge using SupportLogic, expand the details of instructions to address that challenge by clicking on it. The table displayed provides the breakdown of tasks needed to be taken, the goals for each, link to the instructions, the estimated cadence, and time commitment for each task.



Business 
Drivers
SupportLogic ModuleDocumentation
Link
NotesEstimated 
Time

Proactively address escalations in customer support

 ConsoleSentiments, Escalations, and Attention Scores
5
Improve our understanding of our customer's perception of our organizationEscalationsEscalations
10
Optimize case routingConsoleGlobal and Dynamic Filters
15
Review at-risk customersConsoleSentiments
5
Improve ability to analyze customer sentiment accurately


5


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