What's included

• Deliverables

  Here are some potential deliverables for Customer Support Services: 1. Support Channels Availability Deliverable: Ensure availability of multiple support channels such as phone, email, live chat, and ticketing systems. 2. Response and Resolution Times Deliverable: Meet predefined response and resolution timeframes as per Service Level Agreements (SLAs). 3. Knowledge Base and FAQs Deliverable: Develop and maintain an up-to-date online knowledge base and FAQ section. 4. Customer Satisfaction Reports Deliverable: Generate regular customer satisfaction reports based on feedback surveys. Description: Collect customer feedback through post-service surveys and analyze satisfaction levels to identify areas for improvement. 5. Training and Development Programs Deliverable: Implement ongoing training programs for support staff. Description: Conduct regular training sessions to keep support staff updated on new products, services, and customer service best practices. 6. Ticket Management System Optimization Deliverable: Optimize the use of the ticket management system. Description: Ensure that all customer inquiries are logged, tracked, and managed efficiently using a ticketing system, with prioritization rules and automated workflows. 7. Escalation Procedures Deliverable: Develop and implement a clear escalation procedure. Description: Establish defined steps for escalating complex or unresolved issues to higher support tiers or specialized teams. 8. Monthly Performance Review Deliverable: Conduct monthly performance reviews with key stakeholders. Description: Present detailed reports on support metrics, such as ticket volume, response/resolution times, and customer satisfaction scores, to review performance and discuss improvement plans. 9. Support Availability and Coverage Deliverable: Maintain 24/7 or agreed-upon support availability. Description: Ensure round-the-clock support coverage or support availability as per contract requirements, including holidays and weekends. 10. Proactive Communication and Updates Deliverable: Provide proactive communication and updates to customers. Description: Regularly inform customers about any scheduled maintenance, outages, or service changes to minimize disruptions and manage expectations. Would you like to expand on any specific deliverable or need more details? 11. Backup, DP and DR planing