issue tracking & escalation

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.

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• Our specialized Knowledge Manager will understand your business operations by monitoring the regular cases and will write detailed FAQ & knowledgebase articles with accurate information on an ongoing basis.
• This helps your customers in finding solutions proactively by visiting your website with the knowledge articles which saves time and improves customer experience.