Name of Process:

Technical Issues Process

Process Owner:

Ajay Sharma

Created By:

Sumit Saurabh

Last Updated By:

Date Created:

Mar 15, 2023

Last Revision Date:

Process Purpose:

The purpose of having a process for CX technical issues is to ensure that any technical problems or issues that customers face are addressed in a timely and effective manner, minimizing any negative impact on their experience

 The overall goal is to provide a seamless and hassle-free experience for customers using our services and to maintain their trust and satisfaction with the company

Process Scope:

All technical problems or issues that customers may encounter when using the portal, such as website issues, missing trip information, or issues with customer actions (such as booking, canceling or modifying tickets). The process should cover all aspects of identifying, reporting, tracking, and resolving technical issues, as well as providing regular updates and feedback to customers

The process should include regular monitoring and evaluation to identify opportunities for improvement and to ensure that the process remains effective and efficient.

Process Input:

The process inputs may include:

Detail of the issue (Customer Reported). Few of the scenarios:

Payment Error

Coupon Not Applied

Error Screenshot (through Email and Chat)

Issue encountered on the App or Website (If App, the version is updated or not)

Customer Details

Route Information (if applicable)

Process Boundaries:

The process boundaries include:

The technical issues that arise on the website or mobile application.

The technical issues are reported by customers through designated communication channels, such as email, phone, or chat support.

The technical issues related to the booking process, payment, trip planning, and other functionalities of our website or app.

The technical issues can be resolved by the customer support team within the defined time and resource constraints

The technical issues do not require extensive technical expertise or the involvement of external parties, such as third-party service providers or IT consultants

The technical issues that do not violate the privacy, security, or compliance policies of the company or its customer(s)

Process Flow:

Customers can report issues they encounter on our website/app via call, email, or chat. We should request specific details about the issue, including the exact page or section of the website/app along with the error screenshot. Examples of issues that customers may report include:

Page not loading

App crashing while processing payment

Checkout page in loading state

Slow loading times or website/app crashes

Error messages when trying to complete an action (such as purchasing a ticket or accessing an account)

Broken links or pages not loading properly

Incorrect or missing information on the website/app

Difficulty navigating or finding what customer(s) need on the website/app

Issues with payment processing or other transactional functions

Missing Trip under My Trips section of my Account

To determine the exact error, we may ask one or more of the following questions:

Can you please provide more details about the issue you're experiencing?

Can you tell us which page/section of the website or app you were on when the issue occurred?

Have you tried clearing your browser cache/cookies and refreshing the page?

Have you tried accessing the website/app from a different device or network to see if the issue persists?

Did you encounter any error messages? If so, what did they say?

Would you be able to provide a screenshot of the error message/issue? You can share it with us through chat or email.

Have you tried updating your browser or the app to the latest version?

Is the issue intermittent or does it happen consistently?

Can you confirm that you're using the correct login credentials?

Have you tried resetting your password?

Is there anything else that you think may be relevant to the issue you're experiencing?

Do you have any other questions or concerns that we can assist with?

The answer to the above questions will help our Technical/Product team to identify the issue and resolve the case

Note: If a screenshot of the error is needed and the customer initially contacted us through a phone call, we should request them to share it via email or chat

Here are some basic troubleshooting steps that can be provided for website issues:

Clear the browser cache and cookies

Try accessing the website on a different browser

Disable any firewall or antivirus software temporarily and try accessing the website again

Restart the computer or device and try accessing the website again

Here are some basic troubleshooting steps that can be provided for app issues:

Check if the app is up-to-date: Ensure that the customer has the latest version of the app installed on their device.

Restart the app: Ask the customer to close the app and restart it. This can help resolve minor app issues.

Restart the device: In some cases, a simple restart of the device can resolve app issues.

Clear app cache: Clearing the app cache can sometimes resolve issues with the app.

Check internet connection: Ask the customer to check their internet connection as app issues can sometimes be caused by poor connectivity.

Uninstall and reinstall the app: If the issue persists, ask the customer to uninstall and reinstall the app. This can help resolve more complex app issues.

Even after the customer followed basic t/s steps, the issue(s) persists, we have to post it to the Technical Issues Slack channel with the details taken from the customer along with the error screenshot

Process Output:

The process output for the customer support department’s technical process may include the following:

Resolution of the technical issue: The primary output of the process is to resolve the technical issue faced by the customer. The resolution could involve fixing a website issue, retrieving a missing trip, or assisting the customer with a specific action

Customer communication: The customer support representative must communicate the resolution of the issue to the customer clearly and concisely

Documentation: The process output may include documentation of the issue, including the nature of the issue, the steps taken to resolve it, and any follow-up action required

Improvement suggestions: If the issue was a recurring one, the process output may include suggestions for improving the customer experience or addressing the root cause of the technical issue

Feedback analysis: The process output may also include an analysis of customer feedback related to the technical issue, including any common themes or trends in customer complaints

Exceptions to Normal Process Flow:

Some exceptions to the normal process flow for CX technical issues may include:

Non-technical issues: If a customer raises an issue that is not related to technical problems, the normal process flow may not be applicable, and the customer support representative may need to handle the issue differently. Such as,

If the app version is not updated by the customer and the representative should ask the customer to update it

Customer applying invalid or discontinued Coupon

Critical technical issues: In case of critical technical issues such as website crashes or payment gateway failures, the normal process flow may need to be bypassed to ensure immediate attention and resolution

Control Points and Measurements:

Control points and measurements for the customer support department technical issues process may include:

Response Time: The time it takes for a customer service representative to respond to a technical issue reported by a customer. This can be measured using a ticketing system or call monitoring software.

Resolution Time: The time it takes to resolve a technical issue reported by a customer. This can be measured using a ticketing system or call monitoring software.

Customer Satisfaction: The level of customer satisfaction with the resolution of their technical issue. This can be measured using customer surveys or feedback forms.

Number(s) of Technical Issues: The number of technical issues reported by customers over a period of time. This can be measured using a ticketing system or call monitoring software.

Root Cause Analysis: Identifying the root cause of technical issues to prevent them from occurring in the future. This can be measured by analyzing the number of recurring technical issues and identifying common trends or causes

Escalation Rate: The percentage of technical issues that need to be escalated to a higher level of support. This can be measured by tracking the number of issues that require escalation and identifying the reasons for escalation