| Step | Analysis to be performed | Actions to be considered |
|---|---|---|
| 1 |
Out of them select those tickets that are opened by new clients on the same or similar topics. Those topics might indicate something in the product/service documentation - a subject that is not fully addressed or that is not addressed at all. Some clients are learning about products/services by contacting the Help Desk and not by reading the related documentation. The selected topics might also indicate something in the marketing materials that creates a client expectation not fulfilled by your product/service. |
• Clarify the product/service documentation; • Adjust the marketing materials of your product/service; |
| 2 |
From the rest select those tickets that are on the same or similar topics. Assess also if they concern a certain stage in the use of your product/service. Those topics might indicate something (maybe a malfunction) appears at a certain stage in the use of your product/service. Those topics might also indicate that at a certain moment a change appeared in your client requirements and they try to find out if your product/service can be used or not to fulfil that new purpose. Usually, a change in the legislation or in the standards might be the driver for your clients to open such tickets. (ex. An accounting software might need adjustments due to the changes in the fiscal legislation. A change in the environmental standards might trigger a need for a change in the use of certain equipment that is generating too much CO2.) |
• Provide details on troubleshooting, provide updates/patches and/or provide information on the options to purchase supplementary accessories in order to address malfunctions that might occur during the lifetime of your product/service. • Provide details on best practices for the use of your product/service in order to avoid/delay malfunction occurrences; • Adjust your product/service documentation in order to address related new legislation and/or changes in standards; |
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