Use case · Customer requests
Every request has someone. And no question gets answered twice.
Requests come in by phone, email, and chat and land with whoever happens to be there. Peak One gives every request an owner and common questions a fixed home.
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Sound familiar?
Why requests get stuck.
- Nobody knows who is handling a request.
- A customer calls, and nobody can say where their issue stands.
- The same setup question gets answered from scratch every week.
The process
From the inquiry to the answer that sticks.
- TriggerRequest comes in
- 01 · TicketCaptureIn the Helpdesk, in one shared place.
- 02 · PersonAssignWhoever is on it is named on the ticket.
- 03 · StatusHandleThe queue shows what's still waiting.
- 04 · PostShareAnswer common questions once in the Community.
How it works
Here's how to set it up.
- 01 / 03
Go through the queue in the morning
Split up the new requests together before the day really starts.
- 02 / 03
Answer recurring questions publicly
A question several customers ask gets one answer in the Community, where later customers will find it.
- 03 / 03
Document processes
How you solve specific issues is in Docs. New people on the team get up to speed with a course in Academy.
What you use to do it
How your team answers requests.
Frequently asked questions
Briefly answered.
Does the customer see the ticket?
Service is the shared place for your team. What customers should read themselves belongs in the Community.
How do I prevent duplicate answers?
The ticket shows who's responsible. You answer common questions once in the Community.
Keep exploring
What's included.
- ProblemNo single source of truthWhen every number sparks a discussion about where it came from.View
- ProblemCustomers without a project statusCustomers don't know how far along their project is and keep asking.View
- ProblemLeads get lostInquiries arrive but trickle away between intake and first contact.View
- ProblemNothing but firefightingDay-to-day business consists of fires, and what matters stays undone.View
- ProblemLost customer feedbackCustomers say what's missing. It just doesn't arrive anywhere.View
- ProblemLate deliveryOrders ship too late, and customers ask where their package is.View
✦ A Peak principle
Good systems are quiet. They carry without pushing.
A clear framework
More use cases
Concrete workflows that teams and people set up with Peak One: what happened before, how it runs in Peak One, and which apps to start with.
Start with answering customer requests. The rest follows.
Every request with an owner, common questions answered once in public. Sign in with Google and see your business in one place.
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