Customer Query and Issue Management Template

More customer-support templates

Boost your eCommerce customer service with a systematic approach to managing and prioritizing customer queries and issues. This template provides clear steps to set up tracking systems, define prioritization criteria, and develop standard responses, ensuring a streamlined process to enhance customer satisfaction.

By following this template, you can effectively prioritize customer queries, address common issues, and continuously improve your service based on customer feedback.

Get this template on priority matrix

Customer Query and Issue Management for Priority Matrix

Customer Query and Issue Management in Priority Matrix

Enhance customer satisfaction by efficiently managing and prioritizing customer queries and issues.

You can start using Customer Query and Issue Management or other Customer-Support Project Templates with Priority Matrix in just a few steps:

  1. Click to sign in or create an account in the system
  2. Start adding your items to the matrix
  3. If you prefer to use the Mac and Windows app download Priority Matrix and take your data with you
If you have any questions and you can't find the answer in our knowledge base, don't hesitate to contact us for help.


Proposed Tasks

High Impact, Immediate Attention

  • Set Up Customer Query Tracking System - due in 1 week
    ☐ Choose an efficient tracking system ☐ Implement the system ☐ Train the team on using the system
  • Create Query Prioritization Criteria - due in 2 weeks
    ☐ Define criteria for priority ☐ Document the criteria ☐ Communicate the criteria to the team
  • Implement Customer Satisfaction Survey - due in 5 weeks
    ☐ Design a customer satisfaction survey ☐ Implement the survey ☐ Analyze the results
  • Monitor Customer Query Resolution Time - due in 8 weeks
    ☐ Monitor resolution time ☐ Identify any delays ☐ Implement solutions to improve resolution time

High Impact, Scheduled Attention

  • Identify Common Customer Issues - due in 3 weeks
    ☐ Analyze past queries ☐ Identify common issues ☐ Prepare a report on findings
  • Develop Standard Responses for Common Issues - due in 4 weeks
    ☐ Create a list of standard responses ☐ Share the responses with the team
  • Train Team on Customer Service Best Practices - due in 6 weeks
    ☐ Develop a training program ☐ Conduct the training

Low Impact, Immediate Attention

  • Review and Update FAQ Section - due in 7 weeks
    ☐ Review current FAQ section ☐ Update with common issues and solutions
  • Conduct Monthly Customer Service Meetings - due in 9 weeks
    ☐ Schedule monthly meetings ☐ Discuss issues and improvements

Low Impact, Scheduled Attention

  • Create a Feedback System for Customers - due in 10 weeks
    ☐ Design a feedback system ☐ Implement the system ☐ Analyze the feedback