Customer Support
The support team is the voice of the company after the sale. They resolve client issues quickly and consistently across all channels — email, portal, WhatsApp, and phone — and feed unresolved patterns back to product and operations for systemic fixes.
Key responsibilities:
- Triage and resolve inbound support tickets within SLA targets
- Route escalations to the correct department (sales, finance, warehouse, IT)
- Build and maintain the knowledge base and predefined reply library
- Configure WhatsApp bots and self-service deflection paths
- Monitor KPIs: first-response time, resolution time, CSAT score, escalation rate
Primary modules: Support Tickets · Ticket Priorities · Ticket Services · Ticket Statuses · Ticket Reply Templates · Knowledge Base · Client Portal · WhatsApp Integration · Appointly
| Role | Primary responsibility | Level |
|---|---|---|
| Support Agent L1 | Resolves tickets daily — email, portal, WhatsApp, phone | Operational |
| Support Team Lead / Dispatcher | Balances queue, manages escalations, builds KB, configures predefined replies | Senior operational |
| Customer Support Manager | System configuration, KPIs, WhatsApp bots, self-service strategy, cross-department integrations | Management |
[Email / Portal / WhatsApp / Phone]
↓ (spam filter → email pipe → automatic routing)
[L1 Agent] → responds with Predefined Replies + KB + Appointly callbacks
↓ (if beyond L1)
[Team Lead] → handles escalations, assigns agents, documents in KB
↓ (if another department involved)
[Sales / Finance / Warehouse / IT] → specialised resolution
↓
[Closed] → automatic CSAT survey → Manager monitors KPIs