What's included

• Omnichannel Support

  - Delivering consistent support across email, chat, phone, and social media platforms. - With omnichannel support, customer queries are routed efficiently to the right team or agent, minimizing wait times. - Engaging with customers across their preferred channels increases customer satisfaction and can lead to more positive interactions and higher retention rates.

• Timely Issue Resolution & Ticket Management

  - Addressing and resolving customer inquiries, complaints, or issues promptly. - Meeting or exceeding SLAs (Service Level Agreements) for response and resolution times. - Efficiently tracking and closing customer support tickets on various platforms.

• Knowledge Base and FAQs

  - Maintaining accurate and up-to-date resources to enable self-service support. - Precise & concise help articles with video instructions.

• Customer Feedback Collection

  - Identifying opportunities for account expansion and ensuring contract renewals. - Regular assessments using customer health scores to identify satisfaction and retention risks. - Documenting the end-to-end customer experience to enhance satisfaction and outcomes. - Acting as the customer’s voice within the organization to advocate for necessary changes that enhance customer satisfaction and loyalty

• Reports and Metrics

  - Providing data on resolution times, ticket volume, and customer satisfaction scores (CSAT, NPS). - Ensuring seamless escalation of complex issues to the appropriate teams or tiers. - Anticipating and addressing potential challenges before they become issues.