We help the customers of the “Client” - The School Safety and Dismissal Platform, and make dismissal & safety a stellar experience
- The Client parent app and staff dashboard transform how quickly school’s dismissal process happens, eliminates unnecessary wasted time, and makes sure students get home safely.
- Its browser-based solution is ready to go without the need to purchase, install, or support additional hardware!
- When transportation plans change, Client empowers parents to schedule and make updates from their app. No more office calls or notes to the classroom – just real-time updates without the middleman.
Snapshot of Project
Team Size Up to 30 Nos
Mode of Support Chat/ Email
Challenges Faced by the Client
- Manage cost of the customer support
- Increase the no of resources based on peak season
- Native speaking staff for dedicated support specific linguistic customers
- Quick onboarding and training of new customer support staff
Scope of the Project
- Respond to customer queries in a timely and accurate way, via Freshdesk email or chat or phone calls
- Identify customer needs and help customers use specific features
- Proactively mitigate customer queries once connected with them via email or phone calls
- Update the leadership on new trends of tickets, issues or challenges
- Be the ambassador of the new tool and Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and improve App store ratings, share with our Product, Sales and Marketing teams
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Creating accounts of the customer(schools) once the sales are complete
- Training any app support associate hired from Client’s end or from our end
- Maintaining the time table of the schools(customer)
- Uploading the data on the customer’s(school) account.