Customer Support

Prevents Escalations and Service Interruptions • Proactive support identifies and resolves issues before they impact the client’s business • Monitoring tools detect usage anomalies, system errors, or performance dips early • Preventive communication reduces the likelihood of SLA breaches or urgent tickets • Early action builds trust and lowers stress…

Define Support Scope and Service Levels • Contracts specify the exact support services included for each customer tier • SLAs (Service Level Agreements) define response time, resolution time, and availability • Deliverables may include dedicated agents, 24/7 coverage, or multilingual support • Clients may receive enhanced services based on contract…

Customer Satisfaction (CSAT) • Measures how satisfied customers are with specific interactions or resolutions • Typically collected through post-ticket surveys or follow-up emails • A high CSAT indicates helpfulness, professionalism, and communication clarity • It helps identify agent effectiveness and areas needing improvement • Benchmarks vary by industry but should…

Initial Response and Tier 1 Resolution Attempt • Customer submits an issue through email, chat, or ticketing system • A Tier 1 agent acknowledges the issue and attempts to resolve using standard protocols • FAQs, knowledge bases, and scripted troubleshooting steps are applied first • Minor configuration, account queries, or…