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!

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

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

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!

Can I use dynamic content in emails?

Yup! Use our drag-and-drop email builder and insert dynamic data with the click of a button! Send out emails automatically with a sequence, equipped with logic and conditions, or send a broadcast from within your inbox.

Can I change plans or cancel my plan?

You can change plans at any time or cancel at any time. Just keep in mind that projects that are not complete will need to be completed before the next billing cycle, or another payment will need to be made. Likewise, for more significant projects, you'll want to give us a heads up (generally a 2-week notice). This ensures that your project manager can allot time to closing out current projects, making sure you are trained to take the projects over, and transfer any assets, hosting, etc. This is not mandatory, but it is beneficial to the operation of your business without us.

If you just need to take an extended break for an unknown amount of time, you can pause your plan for a low monthly fee and we'll continue hosting your projects. Be sure to pause closer to renewal, as this type of break does not pick up where you left off.

Who do I speak to directly regarding my project?

You will be assigned a project manager to correspond with. This is your only point of contact. They will learn your business inside and out and relay and manage any incoming and outgoing information about your project. They'll be available via email, direct phone line, and chat.

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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Step 5