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!

Tech & SupportTech & Support

Quality Assurance

Customer Support

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Internal Support

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Information Technology (IT)

Technical Support

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General SOP

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.

What you can expect of Your Team

The Do's

  • 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 web development team
  • 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

Frequently Asked Questions

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!

How does the chatbot work?

The chat feature of our CRM comes with a bot that has some basic prompts you can customize when a user initiates a chat. We also integrate DialogFlow so that you can customize a fully automated bot to handle your chat conversations. This feature is easy to set up and we show you how! If you need extensive help in setting these features up, reach out to n3tworth to hire us to do it for you.

Do you offer white-labeling to agencies?

Yes! No need to include our branding on your projects and we don't correspond with your clients, only you! You will have to pay an additional fee for white-labeling and follow all applicable legalities. See checkout and Terms of Service for details.

Do I need my own SMS/Email connections?

Nope! You don't have to pay for a Twilio account, a SendGrid account, etc. The SMS/MMS/Email sending is all NATIVE inside the software! Should you have complex needs beyond the scope of the software, you can still connect your third-party apps or via SMTP and IMAP.

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.

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