Short answer: most tickets are the same few questions asked again and again. Find them, answer them where customers already look (your help centre, your chat, your checkout), and fix the parts of your product or website that cause them. Do that, and ticket volume falls while customers feel better served.
1. How do I find the questions causing most tickets?
Tag the reason for each conversation from the last month. A handful of topics, such as delivery, passwords, billing and setup, usually make up most of the volume. Those few topics are your to-do list, and fixing them removes more tickets than any other change you can make this month.
Open your last month of conversations and tag the reason for each one. You will usually find that a handful of topics make up most of the volume: delivery, passwords, billing, how to set something up. Those ten topics are your to-do list. Frosvo's reports show volume by day and the questions the AI assistant could not answer, grouped, so the gaps are easy to see.
2. How should I write the answers?
A short article that answers one question beats a long page that answers ten. Start with the answer in the first sentence, add the steps, and finish with what to do if it still does not work. Publish it in your knowledge base so people and the assistant use the same words.
3. Where should the answer appear?
Put the answer where the customer is stuck: beside the delivery option in the checkout, under the setting on the settings screen, or on the pricing page. A link to the right article at that exact spot stops the question before it is typed, and it costs nothing to add.
Customers ask when they are stuck: on the pricing page, in the checkout, in the settings screen. Link the right article from that spot. A "How long does delivery take?" link beside the delivery option removes the question before it is asked.
4. Can an AI assistant answer the repeat questions?
An assistant that answers only from your own articles can handle questions with one right answer: opening hours, delivery times, how to reset a password, what a plan includes. The important rule is that it hands over to a person when it is not sure or when the question is about the customer's own account, money or orders. Read how an AI chatbot with human handover works.
5. How do I answer the rest faster?
Questions that still need a person but have a standard answer should take seconds, not minutes. Keep the approved answer as a saved reply, edit it for the customer, and send it. A macro can also tag, assign and set a reminder in the same click, so the follow-up is not forgotten.
Questions that need a person but have a standard answer should take seconds, not minutes. Saved replies and macros put the answer in your reply box, and a macro can also tag, assign and set a reminder in one click.
6. How do I stop tickets during an outage?
Tell customers about a problem before they write. When something breaks, the same message can arrive fifty times. A public status page and a short notice in the chat while an incident is open turn fifty tickets into none, and customers trust you more for saying so first.
When something breaks, the same message arrives fifty times. A public status page and a short notice in the chat while an incident is open turn fifty tickets into none.
7. Should I fix the cause instead of answering?
Yes, whenever you can. If many people ask how to find a setting, the setting is hard to find. If many ask where their order is, the confirmation email lacks the tracking link. Keep a short list of what makes people write to you and give it to whoever builds your product.
If many people ask how to find a setting, the setting is hard to find. If many ask where their order is, the confirmation email is missing the tracking link. Keep a short list of "things that make people write to us" and give it to whoever builds your product or website.
8. How do I know it is working?
Track conversations, how many the assistant resolved, how long people waited and how customers rated the answer. If tickets fall but ratings fall too, you made help harder to reach. The goal is fewer unnecessary tickets, never fewer people able to get help, so keep talking to a person easy.
Track the number of conversations, how many the assistant resolved, how long people waited and how customers rated the answer. If tickets fall but ratings fall too, you made help harder to reach. The aim is fewer unnecessary tickets, never fewer people able to get help. Make "talk to a person" easy to find every time.
What can I do in the first week?
Spend the week on the top five questions. Tag a sample of recent conversations, write one short article for each topic, add the articles to your knowledge base and chat assistant, and link them where people get stuck. Then review the numbers a month later and pick the next five.
- Tag the reasons for your last 100 conversations.
- Write articles for the top five.
- Add them to your knowledge base and your chat assistant.
- Link them from the pages where people get stuck.
- Review the numbers a month later and pick the next five.
Frosvo gives you the live chat, shared inbox and assistant to do all of this in one place, and the free plan includes the chat and the inbox. Start free.