Customer Support
Training & Onboarding
Your tools are only as effective as the people using them. With the right onboarding, your team will be faster, more consistent, and more aligned, delivering support that builds trust and loyalty.
A great support system needs great people behind it. Our training and onboarding process ensures your customer support team is fully equipped with the tools, knowledge, and communication style they need to deliver fast, friendly, and effective support, right from the start.
What We Do:
Tool Training & Workflow Familiarization
📌 Train agents to use helpdesk platforms (Zendesk, Freshdesk, Intercom, etc.)
📌 Walk through ticket management, tagging, macros, and automation
📌 Teach use of CRM integrations for personalized support
Internal Process & SOP Alignment
📌 Familiarize team with your specific support workflows and SLAs
📌 Clarify ticket routing, priority tagging, and escalation paths
📌 Ensure understanding of KPIs and reporting expectations
Customer Communication Best Practices
📌 Train agents in brand tone, response structure, and empathy-driven language
📌 Provide response templates, do’s and don’ts, and QA checklists
📌 Teach handling of difficult customers and scenarios with professionalism
Knowledge Base & Self-Service Familiarity
📌 Guide team through internal knowledge base usage
📌 Train on keeping articles updated and linking relevant resources in replies
📌 Encourage self-service support to reduce ticket load
Live Sessions & Shadowing
📌 Host onboarding webinars and Q&A sessions
📌 Offer real-time support shadowing for new hires
📌 Enable gradual ramp-up with supervised ticket handling