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Cloud Customer Service Software Quickstart Natures of Request
Define Your Support Categories
A nature of request (NOR) is a predefined service request classification that defines the type of service request and is associated with a service group. For example, a typical NOR for a Technical Service Group might be "Error Message xyz." We suggest that you first discuss with each service group manager the typical requests that the group receives from the Customer Support Department. When Giva reports are used in conjunction with NORs, this yields a very valuable understanding of where customer support time is spent.
As an option, you can also set-up a series of questions that will pop up in the browser of the user when the related NOR is selected when opening a new service request. This will remind the person handling the call to ask the customer specific questions. There is also a data entry box available to input the answer. These answers are then captured into the service request description. Pre-defined questions help to make any new customer support agent become proficient more quickly. They also provide consistency in documenting service requests. This is a process that the second-level customer support agents will greatly appreciate.
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