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>The operators are assigned to the clients, so even though they are not dedicated, they spend time replying to the same questions about the same businesses for weeks, months, and years. They learn. I understand that, though the weeks/months/years to learn sound like a long time, but assumed that (through lessons, slides, procedure manuals, FAQ/FGA, whatever) the learning curve is shortened, my question was a bit different, it was more like about how much (globally) an operator should learn to be able to assist on many (how many?) different supported products/firms. >From our practice working with SaaS, the tickets to chats ratio is from 10% to 20%. We handle about 80-90% of requests without bothering the main customer service team. Good for you, to me it just doesn't sound right, those percentages seem more like those of an "info-line" than those of a support channel, probably it depends on the specific nature of your customers ( either the Saas is very much not documented or - for some reasons - the users of the Saas are particularly clueless and ask for assistance for a large number of trivial issues). The availability 24/7, even if it is "nominal" (i.e. even in the case of a much larger percentage of chats that end in tickets and thus are resolved by the in-house support in two-three days time) seems to me like a nice feature to offer to customers. |