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Customer Support

Your customers will be contacting an environment perfectly tuned to ensure that the right services are delivered at the right time to increase business results, loyalty, and repurchasing.

We have an outstanding track-record that lets us understand the customer journey and make it simpler, faster, safer, and more cost-effective. We are your most agile partner designing product & service inquiries, complaint resolution, customer surveys & emergency response, integrating channels with consistency.

Kind of queries handled under Customer Care Service

  • Billing queries: Any Billing questions related to your product or services
  • Pricing & Subscription queries: Any pricing & subscription related questions to your product or services
  • How to use the product functionality: Guiding your customers about “how to use” the product & its features
  • Frequently asked questions (FAQs): Any general questions & FAQs which is asked related to your product and services

frequently asked questions

  • 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.

client testimonial

Glance through global entities using our premium services.

what client says

Our Suite Of Services

Being an industry partner to some of the best in the hospitality space, we’ve been offering a tailor-made suite of services comprising of Entertainment, Marketing, Customer Relations, Technology Development for every entity looking to surpass challenges. Yapsody is a dedicated partner-for-success for your strategic vision.