From solving technical problems to creating value by helping customers.
Support Team Lead
At this step, we gather your requirements for the customer service process. This helps us understand what goals you want to achieve by creating your support team and offer the best solution for your business.
At this stage, we determine the format of cooperation: one language / multilingual, work schedule (24/7), number of team members, metrics (ticket volume, average speed of answer, customer satisfaction) and others.
You choose the support channels you need. It could be omnichannel (сommunication through multiple channels is within a single system) or multichannel (сommunication through different channels is autonomous) customer experience.
Selecting candidates based on their experience and your requirements, checking if they have the skills you need (working skills, cultural relevance, selected language knowledge). Setting up individual specialists to work as a team.
Creating knowledge base, FAQ, call scripts, guides for basic processes and any other documentation to help you optimize the customer service process and scale easely. Writing guides and training materials for team education and training.
ITSDev team manages all human processes: recruitment, onboarding, training, quality control and performance evaluations. Team lead builds regular reports, makes frequent revisions of support workflows and continual changes to the customer service strategy.
We have several success stories of support team setup and know how to customize it exactly according to your requests and needs.
It is relevant for fast-growing companies who need to quickly release new features and whose number of clients is increasing every day.
We find and manage specialists for round-the-clock schedules, run the work in three shifts, to ensure the uninterrupted work of the department.
Our consultants help you select the right channels for customer success and establish support processes using uptodate technologies and practices.
With our already existing and well-tuned support team, we can ensure a quick start of the appropriate department for your company.
Experienced manager who knows his support team will quickly introduce new functionality and metrics into work, and train staff.