How Our Customer Technical Support Ease The Engineer to Solve User’s Problem
As a Ralalian, we are challenged to deliver our customer-obsessed value, including resolving technical problems. One of the ways to fulfill this objective is by building a proper system involving the Customer Technical Support (CTS) team.
Customer Technical Support is a team assigned to analyze the technical problems obtained from Customer Service. Those problems will then be classified according to priorities to be handled by the Engineering Team. Customer Technical Support was established in February 2019 at Ralali.com.
Customer Technical Support really stands to aim to deal with the problems obtained from Customer Service Ralali and Big Agent Support Agent. This system makes it easy for the Engineering team to make improvements because it has been filtered or double-checked first by the CTS team, and shortens the time to report problems that occur. The CTS team in Ralali.com currently has 5 members.
The report of bugs that received by CTS team are directly conveyed to several related groups for example like All about Apps, Big-Agent (slack), Big-Agent, Ralali Ops, Fat Bugs Report, and Bugreps.
Let me tell you the situation in Ralali.com before CTS was formed.
The Engineering Team found much trouble and was not able to quick enough handling the problems. The request was received by Customer Service from users, then Customer Service would find the engineer who knows about the product or code to fix that bug. There is no standardization and Service Level Agreement (SLA) for this. Engineer also still need to figure out whether it was an incident or a bug. Therefore, the Engineering Team could not decide as to how long to solve the problem and they could not respond quickly to the team that requests the solution. In the end, The Engineering Team struggled to manage their time between analyzing the problem and doing their daily tasks. Then the problem still unsolved or maybe solved but in an uncertain period of time. This is something that should not be happened to the customers. Other than that, most of the time, the problems were not bugs but incidents caused by a lack of knowledge of the users
As a result, this is the situation after CTS was formed in Ralali.com. First, when users get the problem, the Customer Service will report to the CTS team, after that CTS team will deep dive to analyze the problem, to classify whether it was incident or bug. How can that be included in incident classification?
For example, because the provider was unstable, the user did not understand to use the Ralali.com application. Maybe it’s because the user’s device did not support the application. Then, how can this trouble classify as a bug? If it is an error comes from the incorrect code by the engineer, then the CTS team will repeat the activity from the previous user so that the CTS team will determine the bugs based on priority. Priorities are divided into four classifications. They are Critical, High, Medium, and Low.
After that, the CTS team make a ticket that will be assigned to the Engineer team. By this arrangement, the CTS team have a standardization to make a Service Level Agreement (SLA) for the Engineer team to solve the bugs. In the end, the CTS team always monitors the tickets, to ensure the work is done. For the finishing step, the CTS team will inform the result to users, whether it was an incident or bugs and under repair by the engineers. With the recent workflow, all bug reports and incidents will be solved in accordance with the SLA, and this will automatically improve the customer experience as well as desired.
Yeah, after all, I have some wishes for the CTS team, All members on the team will do the work based on the main purpose of CTS, namely Customer First. So that all work that carried out will be quickly responded to and completed according to SLA. As the CTS team did from the beginning to respond to any constraints that exist in each section.
And my goal for CTS is to build high morale for friends to be more optimal in handling obstacles in the customer. The ultimate goal is that the customer will always be loyal to Ralali.com to purchase or sell regarding our fast response to handle.
Alright, I think it’s enough to tell you about the CTS team story on Ralali.com at present.
I wish I could write more interesting stories about Ralali.com at another time. See you later!

