Efficient Customer Support Ticketing System for eBay Sellers

Enhanced Prompt:

Title:
Efficient and User-Friendly Customer Support Ticketing System for eBay Sellers

Objective:
The goal is to design and implement a customer support ticketing system that enhances the eBay seller experience, improves customer satisfaction, and ensures efficient resolution of support queries. The system should be scalable, secure, and future-proof, adhering to industry best practices and standards.

Deliverables:

1. A comprehensive ticketing system that integrates seamlessly with eBay's existing CRM and payment systems.
2. A user-friendly interface that allows sellers to submit, track, and resolve support tickets efficiently.
3. Robust features such as automated escalation, priority-based ticketing, and multi-channel communication (email, chat, phone).
4. Metrics and KPIs to monitor system performance, including average response time, ticket resolution time, and customer satisfaction scores.

Industry Best Practices and Standards:

• Implement Service Level Agreements (SLAs) with support teams to ensure guaranteed response and resolution times.
• Ensure 24/7 availability for customer support, with clear escalation paths and contact information.
• Use AI and machine learning to automate repetitive tasks and improve query resolution accuracy.
• Follow industry standards for ticketing systems, such as those recommended by major CRM platforms (e.g., Zendesk, Asana, or HubSpot).

Quality Expectations:

• The system should achieve an Overall Customer Satisfaction Score (NPS) of at least 85/100.
• Average response time should be under 10 minutes, with 95% of tickets resolved within 30 minutes.
• Ticket resolution time should be under 48 hours, with 90% of tickets resolved within 24 hours.
• The system should be scalable to handle increasing numbers of users and queries.

Technical Considerations:

• Integration: The ticketing system must integrate with eBay's CRM, payment systems, and other back-end processes.
• Features:
  • Automated ticketing and routing based on query complexity.
  • Multi-channel communication support (email, chat, phone).
  • Mobile-friendly interface for accessing tickets.
  • Analytics and reporting tools