Reducing Support Backlog through Restructuring the Team
Support backlogs cause delays, frustration, and inefficiency. Discover how we streamlined processes to clear the queue and deliver faster, more reliable support.
The Issue
Date Range: May 2024 - August 2024
Background and Context
A sizable provider of high-quality scripts for FiveM, served a growing community of developers and enthusiasts. With a steady influx of customers, their storefront faced increasing demands for post-purchase support.
Averaging 17 new support tickets daily over a 365-day period, the team struggled to keep up with the volume of inquiries. Despite their reputation for quality products, these support delays tarnished their image and hindered their growth.
Support tickets took, at times, up to 10 business days to resolve. This inefficiency frustrated buyers and monopolized the creator's resources, leaving little to no time for product development or strategic business initiatives. The critical question for the team became: How can they streamline support to meet buyers' expectations without sacrificing development capacity?
Challenges Identified
High Ticket Volume: An average of 17 daily support tickets created an unmanageable workload.
Slow Resolution Times: Inquiries often lingered unresolved for up to 10 business days, frustrating buyers.
Resource Drain: The team’s focus on support left no bandwidth for creating or improving products.
Reputation at Risk: Delayed responses risked alienating loyal customers and damaging codesign Scripts’ standing in the community.
Stakeholders within the creator's team acknowledged the dire need for change. Over the course of several MBRs with Creator Success - the focus of most meetings with the team became about addressing and tackling this issue.
Solution Overview
The Creator Success Team, with over 10 years collectively in account and success management, partnered with the creator to transform their support infrastructure. Leveraging its plethora of knowledge and proactive approach to challenges in webstore management, Creator Success proposed a solution to streamline ticket management and significantly improve response times.
Although the Creator Success team usually identifies key threats using/implementing a SWOT analysis with the Creator, the Creator identified this issue after the fact during subsequent MBRs, which only highlights the importance of consistent and frequent communication with both parties.
Implementation Process
Support Knowledge Base & Comprehensive Media Investment: Creator Success worked with codesign to develop a comprehensive self-service knowledge base. This repository empowered users to resolve common issues independently. Including creating comprehensive video guides on their most popular scripts.
Staff Training and Workflow Optimization: Creator Success drew up plans and emphasized the importance of having hands-on training to the codesign support team, emphasizing efficient ticket handling and user-first communication strategies.
Scalable Support Structure: Tebex introduced a novel compensation model for support staff, where team members were paid per $1 ticket resolved, with an additional $1 bonus for each positive customer review. This system motivated support employees to resolve issues efficiently and with high quality while remaining scalable as the business grew. As ticket volumes increased, the system naturally supported growth by incentivizing staff performance.
Progressive Rollout: The solution was implemented in phases to ensure seamless adoption. Key milestones included a 30-day transition to the new system and a realignment of internal support roles to optimize workload distribution. Phases also included a slow transition period of trialing key and the most effective members of support to this new system each week over the course of a month (4 weeks) to ensure the system proved effective.
The Results
Results and Impact
Rapid Resolution Times: Support tickets that once took 10 business days to resolve were now addressed and closed the same day they were opened.
Drastic Backlog Reduction: The backlog of unresolved tickets was completely eliminated within 3 weeks of implementation.
Time Reallocation: The support team reclaimed significant hours, allowing the creator to reinvest time into development and innovation. With the reduction of average tickets per day and quicker response times, the team estimate saving over 200 hours of support time over a year.
Enhanced Customer Satisfaction: User feedback highlighted the dramatic improvement.
Customer Testimonials
Great Help, was super easy to communicate with, and very quick responses! ⭐⭐⭐⭐⭐
Was efficient and quick. Excellent service 10/10
Great help, was super easy to communicate with, and very quick responses! ⭐⭐⭐⭐⭐
Really fast support and helpful! ⭐⭐⭐⭐⭐
⭐⭐⭐⭐⭐ super quick & helpful! first time having a ticket helped that didn't make me feel stupid! deg love the service even more ❤️
Creator Feedback
Since May we averaged 12 tickets per day (total of 1371 tickets)
Tickets take from 2 to 23 hours to get resolved with the new support system (down from 10 days)
Feedback for staff is 4.3/5 out of 253 reviews
Reviews are better than ever!
Tebex Creator Success Benefits
Long-term Benefits
By partnering with Creator Success, the creator has sustained a highly efficient support system that continues to evolve with their business. The streamlined operations have positioned them to scale confidently, meeting future challenges with ease. Development cycles have accelerated, ensuring the creator maintains its competitive edge in the FiveM Scripting community. In all, Creator Success has highlighted its ability to identify and resolve issues with the benefit of recurring meetings and open communication.
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