external communication & jira ticketing.

the goal

objective

Increase Customer Support efficiency and decrease customer waiting times — with standardized external communication guidelines and a budget-efficient ticketing system.

my part

what i did

• ✺Guidelines — mapped the most common customer issues, identified which were already solved by existing information sources, and established company-wide communication guidelines.
• ✺Company directory — evaluated issue types where CS input adds no value and built a directory to route customers to the right internal employee.
• ✺JIRA ticketing — analyzed the customer service team's needs, found a budget-efficient tool in collaboration with YME's IT team — JIRA — and onboarded it.
• ✺Information pool — created and indexed a central information pool accessible through keyword search.