What's included

• Multichannel Customer Support

  Ticket-Based Support: Efficient handling of customer inquiries via a ticketing system. Includes management of support tickets, prioritization, and resolution within agreed timeframes. Format: Digital, with weekly status reports. Telephone Support: Provision of direct customer support via telephone. This includes setting up a dedicated hotline for calls, processing incoming inquiries, and real-time problem-solving. Format: Phone, with monthly summaries of call activities. Customer Feedback and Review Management: Active monitoring and response to customer reviews and feedback on online platforms like Google My Business. Incorporation of strategies to boost positive reviews and professionally respond to negative feedback. Format: Digital, with monthly feedback overviews and improvement plans.

• Comprehensive Customer Support Solution

  End-to-End Customer Care: Full takeover of the customer support process, from initial inquiry to final resolution. Includes ticket management, telephone support, and post-support follow-ups. Format: Digital and Phone, supported by a comprehensive monthly performance and activity report. Customer Satisfaction Analysis: Regular conduct of customer satisfaction surveys to gain insights into the customer experience and identify areas for continuous improvement. Format: Digital, with quarterly analysis reports and recommendations. Training and Consulting for Internal Teams: Provision of training resources and consulting for internal customer service teams to promote best practices in customer management. Format: PDF and Video Tutorials, including two interactive workshop sessions.

• Customer Feedback and Reputation Management

  Feedback Collection and Analysis: Systematic collection and analysis of customer feedback across channels to identify opportunities for improvement. Format: Digital, with a comprehensive monthly feedback analysis. Reputation Management: Strategic planning and execution of measures to enhance online reputation, including dealing with online reviews and building a positive brand image. Format: Digital, supported by a monthly progress report and adjustment strategies. Customer Satisfaction Enhancement: Development and implementation of initiatives to increase customer satisfaction based on collected feedback and analyses. Format: Digital, with quarterly success reports and adjustment recommendations.