Customer Support Process

💡

We are committing to less than 24hrs response time to issues.

How it works here

Check the support channel daily

Log user issues report for the day (if any) - OPEN THE TICKET ON THE PRODUCT KANBAN BOARD

Understand the issue well - by asking the user more questions if the issue report is not clear.

Log it to the brief writing column - write clear titles and follow the format used for creating

Escalate the issue to the product team immediately — all this should happen in less than 24 hours from issues logging to reporting to the product team.

Communicate it immediately to the product team - Product manager or Engineer

If issue is not clear, schedule a call between the user and the product team - single or recurring

Get an estimated time of arrival (ETA) of the fix

Follow-up daily on the progress of the fix

Write a fix update copy for social channels and also communicate to the users that reported the issues

Close the issue/ticket - CLOSE/END of the process

Customer Support Process

💡

We are committing to less than 24hrs response time to issues.

How it works here

Check the support channel daily

Log user issues report for the day (if any) - OPEN THE TICKET ON THE PRODUCT KANBAN BOARD

Understand the issue well - by asking the user more questions if the issue report is not clear.

Log it to the brief writing column - write clear titles and follow the format used for creating

Escalate the issue to the product team immediately — all this should happen in less than 24 hours from issues logging to reporting to the product team.

Communicate it immediately to the product team - Product manager or Engineer

If issue is not clear, schedule a call between the user and the product team - single or recurring

Get an estimated time of arrival (ETA) of the fix

Follow-up daily on the progress of the fix

Write a fix update copy for social channels and also communicate to the users that reported the issues

Close the issue/ticket - CLOSE/END of the process