How to Organize Customer Support with an Average Rating of 4.8: Megaplan's Experience
Posted: Wed Jan 29, 2025 6:35 am
Customer support is an important part of our work, which determines how long and with what mood people will use Megaplan.
Sometimes we share our own experience on various issues related to business process management. We have already told you how we make our useful newsletter and choose an office , switch to EDI and return to the office . Now it's time for customer support, which we have implemented on the basis of Megaplan.
We tell you how the internal support kitchen works from receiving an application to a uae whatsapp list solution, what principles the work process is organized by, where requests go and why not all issues are resolved as quickly as we would like. The article will be useful both for current Megaplan users and for those who are just testing our program and reading reviews on the Internet.
Moving to your service
The customer support department did not always work with requests in Megaplan. We began to restructure customer support and abandon external services at the end of 2018, long before the sanctions and the import substitution trend. At that time, this was done with a clear conviction that all the information necessary for work should be in one program - as well as all important business processes.
At various times, support worked first in Redmine, and then in Jira and YouTrack. It migrated from service to service following development, as it was closely tied to it. The services were difficult to integrate with Megaplan, so client data was not synchronized, and managers assigned to clients often might not know that their charges were asking for help. This led to awkward situations and negatively affected the client experience.
So, we firmly decided to move all support to Megaplan. To begin with, we described the desired work scheme: how to accept and track requests by status, transfer from line to line and from department to department - we conducted internal testing.
Despite the fact that Megaplan is not a specialized program for support services, we were able not only to set up the necessary business processes, but also, as a result, to improve the quality of customer service.
By mid-2019, the scheme was tested and we launched it. Since then, it has not changed fundamentally, but from time to time we fine-tune Megaplan: we add new statuses and scenarios, and remove irrelevant ones.
Customer Support Ticket Statuses
Once upon a time, support specialists manually tracked solutions: they described the essence of the request in the application card before passing it to specialists of another line, for development or testing; and then, if, of course, they did not forget, they monitored the result. Over time, this routine was also automated.
There is now a connection between the work schemes for different departments of Megaplan. The developer corrected it, the tester checked it - if everything is OK, the application is closed and the client receives a notification that the error has been corrected or the request has been fulfilled.
Everyone benefited from moving support to Megaplan: we stopped depending on the restrictions of imported programs, collected all the information in one place, and clients received faster and better service, which immediately affected their ratings.
Sometimes we share our own experience on various issues related to business process management. We have already told you how we make our useful newsletter and choose an office , switch to EDI and return to the office . Now it's time for customer support, which we have implemented on the basis of Megaplan.
We tell you how the internal support kitchen works from receiving an application to a uae whatsapp list solution, what principles the work process is organized by, where requests go and why not all issues are resolved as quickly as we would like. The article will be useful both for current Megaplan users and for those who are just testing our program and reading reviews on the Internet.
Moving to your service
The customer support department did not always work with requests in Megaplan. We began to restructure customer support and abandon external services at the end of 2018, long before the sanctions and the import substitution trend. At that time, this was done with a clear conviction that all the information necessary for work should be in one program - as well as all important business processes.
At various times, support worked first in Redmine, and then in Jira and YouTrack. It migrated from service to service following development, as it was closely tied to it. The services were difficult to integrate with Megaplan, so client data was not synchronized, and managers assigned to clients often might not know that their charges were asking for help. This led to awkward situations and negatively affected the client experience.
So, we firmly decided to move all support to Megaplan. To begin with, we described the desired work scheme: how to accept and track requests by status, transfer from line to line and from department to department - we conducted internal testing.
Despite the fact that Megaplan is not a specialized program for support services, we were able not only to set up the necessary business processes, but also, as a result, to improve the quality of customer service.
By mid-2019, the scheme was tested and we launched it. Since then, it has not changed fundamentally, but from time to time we fine-tune Megaplan: we add new statuses and scenarios, and remove irrelevant ones.
Customer Support Ticket Statuses
Once upon a time, support specialists manually tracked solutions: they described the essence of the request in the application card before passing it to specialists of another line, for development or testing; and then, if, of course, they did not forget, they monitored the result. Over time, this routine was also automated.
There is now a connection between the work schemes for different departments of Megaplan. The developer corrected it, the tester checked it - if everything is OK, the application is closed and the client receives a notification that the error has been corrected or the request has been fulfilled.
Everyone benefited from moving support to Megaplan: we stopped depending on the restrictions of imported programs, collected all the information in one place, and clients received faster and better service, which immediately affected their ratings.