Business processes are. Competent practice of appeals

12.11.2020

Poor Vladislav, how is he working out a barrage of messages there.

in fact, in the interface of the system and in its logic there is a lot that people could do themselves. But this is not a site on the knee, while you redo it - time goes by.

And while the work is going on, #WB is working through the problems via chat. Not email. with a ticket system, but via chat!

Each new angry message multiplies the feeling that WB is full of discord, dishonesty, incompetence and all that. And only by shouting and arriving in the chat people achieve something. More precisely, they shouted and they were given a promise to do something, but as it really is - no one knows. And he does not know, because there are up to 4k messages in the chat a day.

What would I do?

1. All chats can be closed or renamed to Flooding on the topic where sometimes replies from the bot can be sent so that people write to him.
2. Start a bot through which to receive tickets.
3. On your side, set up any service-desk that supports the creation of tickets based on requests from a bot in a cart.
4. Attach a system for setting tasks and their escalation to this service.
5. I would introduce duty and shifts so that everyone communicates through the bot and there is no overload on people.