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Customer Support

Who are we, what do we do, & what makes us happy?

Arpitha

Likes: Travelling, Adventure,
Shopping & RCB
Dislikes: Waking up early, messy
wardrobe & cats

Mrudhul

Likes: Dogs, Travelling, Photography,
Thriller and Horror movies
Dislikes: Paneer and Veg Biriyani

Yashwanth

Likes: Spending time with friends
and family, travelling, sleeping and
just chilling (playing fifa, CS etc).
Dislikes: Bitter gourd and any food
items that include bitter gourd.

Meet the team!

Nidhi

Likes: Street food, sports &
Virat Kohli, Bollywood
music
Dislikes: Summer, &
leopard print

Pavithra

Likes: Ice cream, coffee,
football, travelling, art and
craft, baby animals.
Dislikes: Cold and gloomy
days, messy places, hate
brinjal!

Krunal

Likes: I run an NGO called
Hope Organization; “Welfare
through Entertainment.”
I love watching movies and
exploring new places.
Dislikes: Messy Place, bottle
gourd

Shibangi

Likes: Furry frens &
elephants, singing, baking,
sleeping (lots of sleeping)
Dislikes: banana, mornings,
bees, and unhinged toddlers

Meet the team!

Customer Support- Supporting Everyone (Users as well as developers)

●Provide timely and accurate resolutions to users

●Offer dedicated live chat support for instant assistance to users and to reduce ticket volume
during peak hours.

●Capture user feedback to improve the product and reduce the number of tickets created

●Handle and analyse disputed payments.

●Collaborate with engineering teams to drive product improvements.

●Identify the bottom 20% of tickets and find ways to enhance their performance

●Automate repetitive responses to save time and effort

●Segregate user queries by pod level to gain deeper insights for engineering teams

●Conduct monthly reviews of help center articles and canned responses

●Create an insightful dashboard to monitor low-quality tickets, team-level metrics, knowledge
gaps, and weak areas of the product

What do we do?

Goals

●Automate 50% responses sent to user

●Shipout SEO Pages for driving traffic

●Achieve First Response Time - < 1.5 hrs

●Achieve Full Response Time - < 4.5hrs

●Achieve CSAT - > 92 %

What are we working on this trimester?

●Achieve First Response Time - < 1.5 hrs