Enterprise-Level Support

We use Zendesk which is one of the leading Customer Support Softwares. We create a multi-brand functionality for your business by hosting separate subdomains for 24/7 Chat, Email, Phone & Knowledge Base.

• Our dedicated Account Manager will first understand your Customer Support Relations requirement and plan out a quick onboarding model.
• On average, it takes around 24 – 72 hours to set up the Support Workflow after our Account Manager connects with you, however, depending on your requirements the onboarding duration can be tailored.
• Through the onboarding model, we train our Support Employees to understand your business needs and operational needs.
• For setting up your Tech Support, it takes us 2 – 3 weeks to onboard a dedicated Tech Support Agent within 72 hours for answering your technical queries.

• 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.

• You can expect monthly Client Effectiveness Reports related to your hotel rooms, accommodation, pricing feedback, or any general feedback.
• We also have a Feedback Mechanism Process where all your customer’s feedback is categorized and documented in a centralized database.
• We send you the VOC report, Production Report, and Service Level Report which are highly requested by all our clients.

• 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.