Customer Support
Initial-Setup & Strategy Development
The right setup ensures fewer missed tickets, faster response times, and a better customer experience from Day One. A strategic foundation saves time, money, and customer frustration.
Before great customer support can scale, it needs a rock-solid foundation. Our initial setup phase ensures your support systems, channels, and strategy are aligned with your business goals, customer expectations, and future growth. We help you define workflows, select the right tools, and prepare for a seamless support experience across all channels.
What We Do:
Identify Customer Support Goals
📌 Understand your current support pain points and expectations
📌 Align support KPIs with your business objectives
📌 Define success metrics such as response time, resolution time, CSAT, and NPS
Define Support Channels
📌 Determine best-fit channels: live chat, email, phone, WhatsApp, social media
📌 Plan for unified, omnichannel support experience
📌 Prioritize channels based on customer behavior and volume
Select & Integrate Support Tools
📌 Choose the right helpdesk platforms (e.g., Zendesk, Freshdesk, Intercom)
📌 Set up ticketing systems and routing logic
📌 Integrate CRM and other tools for 360° customer view
Design Support Workflow
📌 Create SOPs (Standard Operating Procedures) for handling tickets
📌 Define escalation paths and service tiers
📌 Automate repetitive queries using AI bots and canned responses
Set Up Knowledge Base & Help Center
📌 Structure searchable knowledge base and FAQs
📌 Prepare customer onboarding documentation
📌 Optimize for self-service and reduced support load