Client: Failure Free

Product: Customer Support

Support Channels: (Chat, Email, Phone + Contact Form)

Managing various support channels such as phone, chat, and email.
=> We suggest sending an email to the Base with the channels.

Customer Service:
Responding to customer questions and inquiries.
Providing information about products or services.

Technical Support:
Providing technical assistance to resolve product-related issues (FF).
Offering step-by-step guidance for technical issue resolutions.
Complaint Management
Customer Training for Software Use

Providing training to customers on how to use products or services:

Offering educational resources to maximize customer satisfaction.
This includes preparing materials such as scripts, videos, and PDFs (written
materials) for support.

Communication:
Keeping customers informed about updates, changes, or issues.
Proactively communicating about known issues.

Customer Feedback:
Collecting and analyzing customer feedback to improve products, services, and
processes.
Implementing improvements based on customer suggestions (always passing this
decision to Admin FF)

Ticket Management
Utilizing a third-party system for inputting customer requests (Hubspot)

Metrics and Reports: (Define Tools)

Monitoring performance metrics such as response times, customer satisfaction, and
first interaction resolution.
Generating reports to assess the support team's performance.