Why free support tiers should still get real answers
A support queue that only gives thoughtful answers to paying customers is telling free users their questions are not worth solving properly.
Tag
#customer-service
Canned replies for faster support answers
Our support team now uses canned replies for common questions, aimed at getting straightforward answers back to customers faster.
Building a call center routing system by region
An insurance company's call center routed every inbound call to whichever agent was free, ignoring the fact that regional knowledge mattered more than raw availability.