[Phil ThompsonParticipant]

We stick with the support rep that originally responds. That way there is no time wasted with someone new trying to learn the situation before replying to the customer. As well I think it’s a better experience for the customer, feeling like that 1 person is all yours and totally invested in helping

As far as taking tickets - the way we handle things are:
If you have any open tickets (a customer replied back) you handle those first.
If you don’t have any open tickets, you take the oldest available new ticket.
If anyone is away or sick, our captain of the day keeps an eye for open tickets from them. Then they either answer them or un-assign them from the absent person and toss them in the queue for everyone.

The way I see it. The customer who we have already responded now has an expectation for how quickly we’ll reply. So getting a follow up reply 5minutes after they email in is great. That means we might be 5minutes longer getting back to a new email - but (most) customers seem pleasantly surprised that their email got an answer in ~30 minutes. So getting them a response in 25minutes probably wouldn’t have impressed them a TON more

For reference - our entire support team currently works the same hours. So except for a limited weekend support crew. Anything after hours will be answered the following day, so there isn’t a need for someone else to jump in.

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