24/7 Support Requirement: Our client required round-the-clock customer support services in English to cater to their global customer base. The challenge was to provide continuous support without any gaps in service availability.
Varied SLA Timeframes: Depending on the subscription type, the client had different service level agreement (SLA) timeframes for incident resolution.
Ensuring Timely Responses: Meeting the SLA requirements for different subscription types posed a challenge in providing prompt and timely responses to customer inquiries, incidents, and requests. It required efficient resource allocation and streamlined processes to ensure timely resolutions and maintain customer satisfaction.
Round-the-clock coverage: Three agents are assigned to daily shifts, with one agent on-call during nights and weekends, ensuring comprehensive ticket support and timely responses.
A swift response across subscriptions: Regardless of subscription level, our SLA guarantees a first response time of fewer than 30 minutes for all incoming tickets, prioritizing customer satisfaction.
Prompt incident handling: Our commitment extends to all incidents, with an SLA of a first response time within 13 minutes, enabling us to swiftly address customer concerns and minimize downtime.