Customer Service Prioritization & Appeasement Limits

How can customer success teams ensure the most important tickets are addressed first? How can you track the impact of closing those tickets?

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Empowering Customer Success Teams

Customer success teams find themselves inundated with new tickets on a daily basis. Most teams address tickets on a first-come, first-serve basis and allocate the same amount of time and resources to each customer.

With Retina, teams can leverage customer-level remaining CLV to prioritize tickets from high-value customers, ensuring the most critical issues are addressed first. Plus, by tracking CLV fluctuations post-ticket closure, teams can see the monetary reward of closing certain tickets early or with appeasement. Empower your customer service teams to make delightful decisions for your customers.

Case Study

Problem: The client wanted to know which tickets needed to be closed on the same day and if appeasements were worth the cost.
Retina solution: Retina ranked customer service tickets based on CLV to help the team determine which tickets to address first. Retina analyzed the monetary impact of same-day ticket closings and appeasements.
Baseline experiment design: Retina ran an A/B Test on tickets, comparing the old First-In-First-Out method to using CLV for prioritization.
Results: The client generated a major lift in revenue post-ticket-closure and was able to measure and justify appeasement orders in crucial situations.

ROI Tracking

Smarter Time-Sensitive Ticketing

Ensure your customer service team is closing tickets that are most important to your company in a timely fashion.

Quantifiable Impact

Measure and track the value-add of your customer service team and empower your customer service reps to make appeasement decisions to delight your customers.

Increased Revenue

Tackling the critical tickets first will ensure your team generates the most revenue possible from customer engagements.

How to Implement

  1. Score all customers using Retina’s model to determine each customer’s remaining or residual CLV.
  2. Prioritize tickets based on the residual CLV of each customer.
  3. Monitor impact of customer-service interventions & create personalized CLV-powered plans for ticketing.
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