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Let’s start with the size of your support team. How many agents are there?
Great. How do you want customers to reach you for help? Select all that apply.
Do you provide customer support in more than 1 language?
Does your team use service level agreements (SLAs) to guarantee responses within a timeframe?
For example, promising a response within 4 hours.
Do you route tickets based on an agent’s skills, such as language or product expertise?
Good to know. When you get a complex customer issue, how does your team loop in other departments? Select all that apply.
When it comes to building a help center, what do you need? Select all that apply.
What kind of reporting is most important for your team to track success? Select all that apply.
Finally, what else is important in your customer support solution? Select all that apply.