☑️Multi-Channel Support: email, live chat, phone, and social media support (5 platforms).

☑️Coverage: 24/7 (24 hours, Daily).

☑️2000 tickets monthly covered under SLA

☑️Unlimited tickets covered outside of SLA

☑️2 hours response time SLA 

☑️Ticketing, Livechat and contact center tool inclusive with BYOC and phone number porting support.

☑️Integrations: Integration with eCommerce, CRM, and marketing tools.

☑️Near Real-time Reporting: ticket counts, trends, top issues, customer satisfaction scores, sentiment analysis, and actionable insights etc.

☑️Custom Monthly Reporting: Tailored KPIs (e.g., CSAT, NPS) with competitor benchmarking.

☑️Quality Assurance: Monthly call audits for 20% of interactions to ensure brand consistency.

☑️Branded Self-Service Portal:

• Searchable Knowledge Base: 5 article/FAQs documentation weekly;
• Community Center (forum) management
• ticket portal.
• Assist with formatting and optimization of client-uploaded articles

☑️Custom Operations workflow: custom customer support runbook tailored to your specific needs.

☑️Agent Training: Monthly re-training of agents based on new product updates or changes in customer behavior

☑️Designated Account Manager: Weekly cadence, business review, and strategic support.

☑️add-on monthly tickets covered under SLA available at $1 per ticket.

☑️inbound calls billed separately at $0.009 USD per minute if using our contact center tools.