If the classification is too coarse, managers cannot see the distribution of problems; if the classification is too fine, it is difficult for front-line personnel to make choices. Classification is used not only for statistics, but also for determining to whom the work order will be handed over.

First clarify the problems and conditions

First divide according to business topics and processing responsibilities, add explanations and examples to common classifications; allow them to be classified into categories to be reviewed first, and keep records for subsequent corrections.

Integrate rules into actual processes

For example, billing questions and system failures require different teams to handle. When customers are not clear about their expression, they can first add information instead of just selecting a category because it is required.

Check with specific scenarios

Spot-check classification consistency and misdiversion situations, and observe which options are frequently changed; confirm whether the processing path has been changed before adding a new classification to avoid expanding the menu just for one case.

Check the processing results item by item

  • The classification menu can display the most common business topics first, and then allow personnel to select specific reasons.
  • The system allows for subsequent corrections, but retains the original classification and change description to facilitate discovery of whether the entrance design misleads customers.
  • Try to use words that can be understood by customers and employees in category names. Put technical fault codes in the detail field and do not use them to replace business classifications.
  • The statistics are divided into classification at the time of submission and classification at final verification. Managers can see where misdiversion occurs.
  • After categories are merged or deactivated, historical work orders should still be available, and corresponding instructions can also be found in old links.
  • Maintainers can regularly check unused categories and a large number of other problems before deciding to make adjustments.
  • The results of the classification must support processing arrangements, not just fill a table.

How to review before and after going online

The customer portal and internal classification do not have to be exactly the same. The front desk uses easy-to-understand descriptions, and the backend maps to processing topics. Keep versions when mapping rules change, making it easier to analyze why similar issues have been assigned to another queue more often recently.