It’s Important To Listen To The Voice Of Customer

Qualitrix customer voice

End-to-end support services

1

Onboarding and Helpdesk Setup

Process and tools setup

2

Quality as a Service

Communication Protocol and Improvements (Internal and External

3

Social Media Engagement

Communication management on Social media channels like Twitter, Instagram, Whatsapp, Google Play Store

4

Knowledge Management

Continuous Product knowledge enhancement and SOP development

5

Reporting & Improvement

Performance reports, reviews and improvements

Qualitrix support framework and best practices

Build a Customer Journey Roadmap

  • Qualitrix tick mark Standard installation and config guidelines
  • Qualitrix tick mark SOP and Structure designing
  • Qualitrix tick mark Helpdesk setup
  • Qualitrix tick mark AI/Automation/ Chatbot

Customer First Approach

  • Qualitrix tick mark Customer Self help forums
  • Qualitrix tick mark SLA (SMART approach)*

    *SMART philosophy: Specific, Measurable, Achievable, Relevant, Time-bound

  • Qualitrix tick mark Experience Designing
  • Qualitrix tick mark Product Specialists

Designing an Escalation Matrix

  • Qualitrix tick mark Cross functional team collaboration
  • Qualitrix tick mark Rubrik designing
  • Qualitrix tick mark Issue prioritization and resolution

End-to-end Support

  • Qualitrix tick mark Omnichannel inbound Support
  • Qualitrix tick mark Knowledge Management and process improvement
  • Qualitrix tick mark CSAT Estimation

Our USP

Multi channel support

Multi-Channel Support

Customized solutions for voice based support, e-mail support, chat support, tech support, Social Media Support

Scalable On-Demand

Scalable On-Demand

Option to upscale or downscale Support services depending on user count and infrastructure.

Shared services to optimize your cost on need basis.

Flexible Delivery Models

Co-managed | Fully managed | Shared services to optimize your cost on need basis.

Qualitrix Experienced Product Pros

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

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

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

Qualitrics 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.

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