It’s Important To Listen To The Voice Of Customer
End-to-end support services
Onboarding and Helpdesk Setup
Process and tools setup
Quality as a Service
Communication Protocol and Improvements (Internal and External
Social Media Engagement
Communication management on Social media channels like Twitter, Instagram, Whatsapp, Google Play Store
Knowledge Management
Continuous Product knowledge enhancement and SOP development
Reporting & Improvement
Performance reports, reviews and improvements
Qualitrix support framework and best practices
Build a Customer Journey Roadmap
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Standard installation and config guidelines
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SOP and Structure designing
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Helpdesk setup
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AI/Automation/ Chatbot
Customer First Approach
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Customer Self help forums
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SLA (SMART approach)*
*SMART philosophy: Specific, Measurable, Achievable, Relevant, Time-bound
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Experience Designing
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Product Specialists
Designing an Escalation Matrix
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Cross functional team collaboration
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Rubrik designing
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Issue prioritization and resolution
End-to-end Support
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Omnichannel inbound Support
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Knowledge Management and process improvement
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CSAT Estimation
Our Customer Experience Services USP’s
Multi-Channel Support
Customized solutions for voice based support, e-mail support, chat support, tech support, Social Media Support
Scalable On-Demand
Option to upscale or downscale Support services depending on user count and infrastructure.
Flexible Delivery Models
Co-managed | Fully managed | Shared services to optimize your cost on need basis.
Experienced Product Pros
Gain access to a deep bench of experience customer service professionals who have domain expertise in various business technologies.
Crowd-Sourced Agents
Hire remote agents on demand. Build an instant distributed and localized team. Our agents are scalable,flexible and adhere to set KPIs.
Customized Cloud Tools
Adopt automated and managed cloud solutions with remote monitoring capabilities to monitor and improvise operations real- time.
Client Onboarding Process
01. First Interaction
Understanding customer requirements, crafting a journey roadmap, discuss product uses cases and set customer expectations
02. Product Integration
Integrating our Ready-to-Use tools to the business, OR, Custom - build setup for based on Client needs
03. Product Review
Account setup, user creation, usage tutorials, webinars
04. Product Usage
Product adoption, initial product activities, review of help materials
05. Check - In
Check in on initial customer satisfaction, problem identification, reiteration
06. Initial Success
Product credibility, identifying next step for value realization. Product credibility, identifying next step for value realization
Communication Structure
Case Study
Complete Support set up for the largest Ed-tech initiative in India spread across 36 states [Teamsize: 15]
COVERAGE
- Onboarding requests Framework
- Configuration Content creation
- Support Customer
- Issue resolution
- Social Media Engagement
TOOLS USED
- Freshdesk
- JIRA
- GIThub
- Trello
- Appbot
- Postman
Set up a core support team of 15 members to enable Support for India’s largest Ed-tech Platform
PROCESS
- Helpdesk Setup Automation/Chatbots
- API Integration
- Reporting
- Analytics Enhanced responses
RESULT
- Handled 4000 tickets on weekly basis
- Seamless Support to India’s largest Teacher Training Program
- Integration of social media into ticketing system
- Customized dashboard for every state
Let’s get started. Share your requirements and our team will get back to you with the perfect solution.