Customer Engagement

• Internal Quality Auditing: We have an inhouse Quality Assurance Team and they audit all the Customer Interactions keeping the Customer Critical, Business Critical & Compliance Critical Accuracy, and identify areas of improvement. These improvement feedbacks are shared with the Customer Relations Agents so that they can improve and perform at an exceptional level.
• Reliable Customer Relations Team: We hire experts/ specialists from the support industry who have experience working with international brands across the globe. They are regularly trained on industry practices so that they can deliver exceptional services.
• HDI & ITIL framework: Our Support Team is operating under the good practices of the HDI & ITIL framework which is industry-recognized. They are regularly cross-trained so that they can remain consistent.

• Techsupport: On Chat, Email & Call addressing all your Customers Tech Support inquiries
• Customer Service Questions: On Chat, Email & Call addressing all basic know how inquires

• We first get in touch with your business team to understand the requirements and proceed with the necessary documentation.
• Our dedicated Support Delivery Leader then sets up an Internal guide for the Support Agents using Zendesk Guide, where all your business operations are documented with a flow chart.
• Our  Internal Guides is used to train the new Support Agents faster and is updated on an ongoing basis so that it is up to date 24 x 7.

We send you a Monthly SLA Report which contains details about the Overall Customer Satisfaction score achieved every month and we’ve also been maintaining a consistent record of 90 – 95% Customer Satisfaction scores for hospitality & entertainment enterprises worldwide.

• We send you a Monthly SLA Report for each channel which covers monthly Service Level numbers like Chat SLA, Email SLA & Phone SLA.
• To operate this efficiently, we have set up an ITIL Service Desk Framework to follow the Bug Escalation process as per the Business priority.

We offer support through multiple tiers :

• Tier 1 – Resolving standard technical issues through proven processes.
• Tier 2 – Resolving Complex and escalated issues requiring more sophisticated troubleshooting procedures.
• Tier 3 – Providing High-level support to manage your Product Feature requests & Feedback Management process.

Our Support Quality Analysts constantly monitor Live Chat for evaluation so that agents can get feedback for improvement.