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!
Why are you more expensive than other design and marketing agencies?
Good question! We are a full-service agency that consolidates your entire task force into 1 team of experts, saving you time and money over hiring in-house. Other companies cap their workload to part-time but a full-team will render full-time hours.
We provide a holistic and militaristic approach to brand management. We are highly skilled in the 4 most important areas of your business (marketing, web design, graphic design, technical support). Other agencies only focus on one thing or another because they only care about niching down but this isn't the best way to YOUR success (only theirs). With a top-level view of your company, and all the accompanying data entry points, we can help you launch, manage, and strategize your future as if we were YOU. We don't just do busy work; we work hand-in-hand with you to materialize your vision!
If you're looking for digital project fulfillment and success consultants under one-roof, it's right here and it's going to cost a little more than an agency with limited capabilities.
Are calls recorded?
You can set calls to be recorded only locally, only inbound, only outbound, or all calls to be recorded. You can also disable this feature.
What can you use credits for?
Credits allow you to add additional contacts, phone minutes, send SMS/MMS/email, etc. on us! They are gifted upon sign-up and never expire!
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.
