What we specifically do to improve your processes and make you happier.
Transparent competencies
and responsibilities
We clearly outline First- and Second Level Support responsibilities and competencies. The additional development of a forwarding matrix also establishes guidelines for which cases need to be forwarded to which departments and the organization of the associated workflow.
Maintenance of the knowledge database
Establishing and maintaining a knowledge database guarantees the foundation for resolving specific issues at the outset of customer interactions in addition to documenting established procedures.
Creating a goodwill matrix
Difficulties may occur at various stages of the multi-stage Customer Journey. Specifically, questions and the need for explanation on potential options for solutions lead to delays and expenses when dealing with customers directly. You can gain on multiple fronts by outlining exactly how Customer Service, whether in-house or outsourced, should respond in each situation. This will result in quicker resolutions, happier clients and less coordination required, which will cut expenses.
Definition of effective procedures
and processes
We can identify areas where you are presently deviating from the intended path and clicking more than necessary, for example, by examining your workflows. Because: the overall balance is affected by even a large number of tiny additional efforts.
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