Do we get enough tickets from each timezone to support a customer service agent. Free and premium plans, Sales CRM software. Slide 1 of 2. When you keep everyone on the same page, service ticket times go down, security gets stronger, workflows become more seamless, and customers receive a better technical experience. 24 hours per day, 7 days per week. ITIL Study Guide: Introduction to the Service Desk | Pluralsight To visualize, we created the diagram below: Global customer support might not be necessary for every company, but it's important to begin using a global customer service model if you have international customers who are submitting tickets while you're asleep. 0000063267 00000 n Free and premium plans. Follow-the-sun support with JIRA Service Desk - Valiantys She is a leading digital transformation evangelist for the pharma and life sciences industries. We've got a true, "follow the sun" model, allowing access to support engineers [.] One key benefit of a follow the sun model is high uptime. Let's review the diagram below. Major lessons learned in the study that could improve FTS from their experience include: It was also observed that hand-offs between different sites were especially difficult in the weekends. The organization which we are using in our example has offices spread worldwide and the Follow the Sun support model works wonderfully well for it. Follow the Sun (FTS), a sub-field of globally distributed software engineering (GDSE), is a type of global knowledge workflow designed in order to reduce the time to market, in which the knowledge product is owned and advanced by a production site in one time zone and handed off at the end of their work day to the next production site that is The method literally follows the sun so work is performed during normal work hours anywhere in the world. Stars, 16 Agency Leaders Explore The SEO Trends Impacting Their Work In 2023, 15 Smart Ways To Address High Employee Turnover, How Vietnam's Entertainment Industry Can Increase Its Global Reach, 6 Best Practices For CEOs And Professional Leaders Using LinkedIn. For some, it may make more sense to have people in the office rather than working from home to expand and grow without opening an office first.
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