Tasks
for
Tech & Support
View the complete list of tasks we are ready to take on below!
Don't see your project on this list? Reach out to us. We most likely can get it done. After all, we are the experts!
General SOP
Quality Assurance
After the initial setup of your support channels, we will manage incoming communications from your users on a daily basis. We will develop appropriate culture and tonality based on your specifications. Generally support response times are as follows:
- Live Chat - within minutes during normal office hours, 24 hours after that.
- Helpdesk ticketing/Email - within 24 hours
- Call center - within minutes during normal office hours, a callback is scheduled if a call is missed.
- Internal support - high priority tasks are responded to within minutes, normal and low priority tasks are responded to within 24 hours.
These times decrease the more teams you have. Times increase during holidays and your busy seasons.
Information Technology (IT)
After appropriate access is granted, we will customize, create, manage and monitor the technology behind your digital information infrastructure. Project completion varies per project. Your project manager will discuss the scope of the project in detail.
What you can expect of Your Team
The Do's
- Set up Google Tag Manager
- Install and monitor site heatmaps for UX/UI
- Market research for UX/UI
- Monitor uptime/downtime
- Create and utilize canned responses in support ticketing and for chatbots
- Create wiki and tutorials
- Manage and monitor all online support channels
- Automation and CRM segmenting support
- Manage call center
- Develop SOPs and train your team
- Update API integrations
- Respond to incoming support-related emails
- Install and manage script-blocking code for GDPR compliance
- Install and manage code for on-screen Accessibility
- Manage webhook history and troubleshoot misfires
- Troubleshoot pixel integrations
- Provide technical assistance to other teams
- Software and third party app support
- 24/7 support available
- Report any opportunities for growth to project manager
The Don'ts
- Provide web hosting (this is provided by overarching platform of choice)
- Provide web security (this is provided by overarching platform of choice)
- Any tasks listed in other service types
We answer your burning Queries...
Are the support personnel fluent in my language?
Currently, all phone and chat support specialists are fluent in English and Spanish. We hope to add other languages soon!
Can you close sales calls for me?
We know how important it is for your clients to get to know and understand your brand, therefore, we can act as a shoo-in to your sales team and start winning more calls with our strategies!
Do you work around the clock?
Our team members work during normal office hours, 7 days a week. If one of your team members is on the opposite side of the world, it'll feel like we're working at all hours of the day.
Some of the lower package are cheaper than the higher ones. Can't I just buy multiples of the lower ones?
You definitely can buy multiples of the lower packages but not to cover work offered from a higher package. Check for the type of work you need and go for the package that covers it.
Cost-Saving Breakdown
For Visual & Graphic Design, the offers are:
★ You can get 2 hours for $50. It's usually $100/hr, so that's a savings of $150. Simple work only.
★ You can get 5 hours for $100. It's usually $100/hr, so that's a savings of $400. The package preceding this one would cost you $50 more for the same hours. Moderate & simple work only.
★ You can get 15 hours for $500. It's usually $100/hr, so that's a savings of $1000. The package preceding this one would cost you $200 less for the same hours, but you won't be able to get detailed work (like video design, full branding kits, etc.) by going with the cheaper option.
For Web/App Design, the offers are:
★ You can get 6 hours for $100. It's usually $100/hr, so that's a savings of $500. 1 landing page only.
★ You can get 20 hours for $500. It's usually $100/hr, so that's a savings of $1500. The package preceding this one would cost you $200 less for the same hours, but you won't be able to get a cohesive 2-3 page website. Just 2-3 separate 1-pagers.
★ You can get 50 hours for $1000. It's usually $100/hr, so that's a savings of $4000. The package preceding this one would cost you $500 more for the same hours, and you won't be able to get a cohesive 6-8 page website. Just 2-3 separate smaller sites.
For Marketing, the offers are:
★ You can get 8 hours for $100. It's usually $100/hr, so that's a savings of $700. Social media posting only.
★ You can get 15 hours for $500. It's usually $100/hr, so that's a savings of $1000. The package preceding this one would cost you $300 less for the same hours, but you won't be able to include email/text marketing campaigns in the work requested.
★ You can get 40 hours for $1000. It's usually $100/hr, so that's a savings of $3000. The package preceding this one would cost you $500 more for the same hours, and you won't be able to include advanced marketing campaigns like PPC and remarketing.
How are contacts counted?
If you aren't on an unlimited plan, your contacts are counted over the lifespan of your membership. Once you go over your limit, you can purchase more contacts one-by-one as they come in (this saves you money!) or you can upgrade your package for simpler budgeting.
Check out our process
In 5 easy steps, we’ll qualify you, match you with a skilled team based on your needs and budget, onboard and train you (where necessary), start taking on your tasks, then we’ll execute and monitor for quality assurance.
