Best Practices for Support Executive

Process Name

Best Practices for Support Executives

Department 

Customer Success 

Frequency of SOP Use 

Daily

KPI(s)

1. Start of the Day (Log in onto your support tools)

2. Ensure you are logged onto Freshdesk

3. Ensure you are logged onto Fresh Caller and mark yourself available

4. Ensure you are logged onto Freshchat and mark yourself available 

5. Ensure you have the CS support Dashboard open on your screen 

      2. During the day while providing support 

1. Greet the customer properly using the approved call scripts and be empathetic towards them and provide them confidence that you will solve their issues 

2. Always ask for the DRN of the customer before looking for any details 

3. Use the relevant dashboards 

4. Use Questions Methodology to better understand the customer issues 

5. If a query is resolved during the conversation, ask them if there is anything else you can help them with. 

6. If a query is not resolved, inform them who has this issue been escalated to. 

      3. Before closing your day

1. Ensure all of your tickets which are resolved are marked closed/resolved 

2. Follow up with the POCs if any tickets were escalated

3. Check your performance for the day- Volume of work done and speed. 

     4. Report Any Anomalies 

1. Inform your Supervisor or Manager in cases if you find any patterns:

   1. System not working- calls not connecting, system not responding

   2. Any specific complaints- Not able to go online, Flutterwave not working etc.