Customer Support Quiz Are you a support ninja? Find out by answering these questions. OK Question Title * 1. In the support world, much importance is given to scaling your team. We hope you think so too. What exactly does scaling up customer support mean to your organization? Hiring more agents and improving the productivity of the team Investing in technology All of the above OK Question Title * 2. Hey, wait! You spend your entire life building sweet, meaningful relationships with your customers; but how do you know if they are loyal? Which is the metric used to measure the loyalty of your customers? CSAT - Customer Satisfaction Score Resolution time NPS - Net Promoter Score OK Question Title * 3. You are probably this person who leaves your WhatsApp conversations unread for a long while. Single tick, double ticks, blue tick, red tick all mean the same to you. But that can’t be the case with your support tickets. What’s the ideal first response time within which you should respond to chat queries? Let it wait, sit on it till the issue gets resolved Instantly, within a blink of the eye Quickly send it to another agent’s queue OK Question Title * 4. Bob is an introvert. He hates to talk to people. He is a support agent who needs to engage his customers and answer their queries. Bob is great with messaging though. He rocks it like God’s own desired destiny. He received a CSAT of 95%. What do you think he did? He used a live chat tool for interacting with customers He made sure FAQs and service portals were easily accessible and constantly updated Bob being Bob, just did all of the above OK Question Title * 5. We just got reminded that we haven't quite introduced ourselves. Hiii! We are Freshchat—a modern messaging software! What do we call you, Ninja? Name Email address OK Question Title * 6. You made a slight booboo. Your customers are kind of angry with you—actually, they are furious. How do you handle angry customers? Apologize and address the root cause of the problem Ignore and let others deal with them Sleep on it and let it cool down OK Question Title * 7. Sipping through the canned cola, replying in a jiffy through canned responses! When do you need to use canned responses? When you want to encrypt your replies When you want to use response templates to send similar responses to tickets When you want to package your responses in cans OK Question Title * 8. There are open box offices, open tournaments, open relationships, and then there are open tickets in support. What are these open tickets? Tickets that are open to audit Tickets that are yet to be assigned and resolved Tickets that are open to being judged by all the customers OK Question Title * 9. “It takes courage to put something on hold”—said no customer support agent ever. When do you put a ticket on hold? Waiting for a response from your customer There is still time left on the SLA It is taking time to resolve the ticket OK Question Title * 10. When you know of a fall, it takes a plan to stand tall! What do you do when there is going to be a planned service outage? Proactively communicate the outage to your customers to set the right expectations Let them figure it out when it happens, not all of them are going to be using the service at that time anyway Make everyone come to work during the outage and handle the spike in tickets OK Question Title * 11. This world is big and the options are extensive. How do you reach out to your customers and stay in proximity? Have a multichannel approach—be present on all channels like emails, phone, chat, social etc Be present on any one channel like email or phone. Let your customers reach out if needed. Old is gold—set up physical help desks OK HOW DID I DO?