The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/810339
35 WWW.ILTANET.ORG be created. If the outage is severe enough, we'll send a message to the affected parties to let them know we're working on it. They seem to appreciate that we don't leave them hanging while we try to figure things out. Satisfaction Guaranteed What makes us think our model is successful? Making that judgment is always a lile art and a lile science. We get feedback from a call from an aorney or an email from a secretary and through regular, firmwide "administrative service" and "innovation" surveys. Typically there are ratings or comment sections that pertain to us in those surveys. That's the art — separating the wheat from the chaff. For us, the science involves help desk service polls. When a ticket is closed, a poll is automatically sent to the customer asking whether service was satisfactory, with room to make comments. We tally the ratings religiously, review 100 percent of them and respond to anyone who leaves a negative comment or question. Positive comments are shared with managers and individuals noted. For the past two years, we've maintained nearly a 99 percent satisfaction rating. I have to point out that we no longer send out polls aer all tickets. We listened to our users who said enough is enough. We cut back the surveys to 50 percent of tickets created. We also receive a daily ticket report that details every call and every step taken. A separate report highlights all calls escalated past the help desk. We monitor that to ensure first-call resolution rates remain high. In addition, we run a report every other week that highlights all tickets that have been open 12 or more business days. That report is broken down by the people assigned to each ticket and then the summary is forwarded to each manager in charge. We use this process to ensure nothing gets lost in the daily rush. A Perfect Match Our support model is based on transparency and a mutual respect cultivated with our end users over time. A balance of internal and outsourced support has worked well for us, making users and support at Q&B so happy together. P2P So Happy Together: Users + Support CASE STUDIES For the past two years, we've maintained nearly a 99 percent satisfaction rating. Looking for an alternative? Create and collate pdf documents • • • Compare documents natively • • • Remove metadata in microseconds Discover a world of difference www.docscorp.com/alternative