OUR PROCESS
Email and live chat support, organized.
Replies
We handle the written requests included in your scope, document the next action and route exceptions to the appropriate contact. Quality review and supporting responsibilities are agreed around the project.
Categorization/tagging
Our team tracks open requests and follows the agreed process for follow-up and escalation. Response targets are defined as project-specific, tailored to your needs.
Follow-up, approved templates and escalation
We handle the written requests included in your scope, document the next action and route exceptions to the appropriate contact. Quality review and supporting responsibilities are agreed around the project.
GUIDELINES
Support targets and procedures.
What are the response targets?
Agreed response targets (SLAs) are defined during onboarding, ensuring that your customers receive timely replies according to your specific business standards.
How are response templates used?
Targets, materials and escalation paths are agreed per project, not guaranteed universally.
How do you handle escalations?
Escalation rules for issues that need approval or a specialist are agreed per project scope.