Do you know what n1, n2, n3 support is? Understand everything about this agile, efficient and economical process

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In this content, you will see:

What is n1, n2, n3 support?
What is the difference between n1, n2, n3 support?
Support n1
Support n2
n3 support
How to implement n1, n2, n3 service?
Search for relevant information for new processes
Design new user support processes
Make investments with excellent cost-benefit
Don't forget about SLA
Train staff to adapt to new support
4 extra tips to improve n1, n2, n3 support
What did you think of support n1, n2, n3?
We have already discussed several times here on the Movidesk (Zenvia Service) blog how chatbots can improve customer service by optimizing the first contact and letting human agents only perform more specific and amazon database services. But did you know that the IT area has a similar support process ?

N1, n2, n3 support allows you to scale your service without losing quality or money. Want to know how? Continue reading and find out what N1, n2, n3 support is , whether it is the ideal option for your company and how to implement this process.

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What is n1, n2, n3 support?
The n1, n2, n3 support offers a progressive organization of ticket handling by the IT team , where each of the three stages of the process is called n1, n2 or n3. In short:

N1: provides basic support, where the problem is identified and prioritized;
N2: provides support in trying to resolve the problem;
N3: service provided by specialized professionals from specific segments .
Let’s take a closer look at each of these levels and their differences?

What is the difference between n1, n2, n3 support?
Support n1
Just like the “Hello. Can I help you with something?” we hear when we enter a store, n1 is the welcoming of the person seeking support. At this first level, usually done by phone, email or chat , the user with simple problems can already have their issue resolved quickly.

However, in more complex cases, the agent will create a ticket , qualify the problem, decide whether it should be prioritized and then forward it to the n2 support team.

In other words, two types of service will be provided at this level:

Forwarder: focus on identifying and forwarding the problem to the area responsible for solving it;
Clarifying: will clarify simple doubts and assist users with low complexity problems with the support of a knowledge base .