LeadX Documentation : Customer Success Process

The customer success process describes the process workflow, stages, types of queries, service level agreement (SLA) and time frame, ticket flow, severities, product and support platform, knowledge base article links and all the process flow knowledge to understand how LeadX support team will work and make the customer happy by providing good services.

• Process Workflow:

This includes the main process from start to end that how customer support team works.

The above image shows the process flow that describes how the ticket raised by the customer, comes into the queue and how it will go through other stages step by step till the end of process means a resolution of the ticket.

• Types of Customer Queries:

1. Login Issues

2. Password Reset or change email address, change user roles

3. Any Technical Issue (Bugs, Platform issue, Version of product not supported to a particular device, etc.)

4. Licensing of Product

5. Any other new query

6. Product training video-related queries

7. Customer tenancy creation

8. Customer Onboarding

• Customer Needs:

1. Resolution and response of query on time

2. Build good relationships with customers (through proper communication, resolution, greetings and gratification)

3. Simple and easy user guides to understand the features of the product

4. Satisfied solution of the issue

5. Proactive communication

• Product & Support Platform:

You can use the below link to know about LeadX platform, or to understand how it looks like and how it works, what are the features and functionalities of the product. 

Please visit: www.leadx360.com - for the detailed product information.

Customer portal link: https://leadx.atlassian.net/servicedesk/customer/portal/2

The customer can raise a ticket for the issue he is facing, through the above link and communicate with the customer support team.

Customers can email us at - Support@leadx360.com, the customer support team will look into the issues and resolve them.

• Process Perspectives:

1. Customer Portal

2. Severity Level

3. SLA Timeframe

4. Escalation Process

5. Tracking a Case

6. Ticket Flow

7. Customer support process checklist

We define each perspective in detail to know what role they play in the process.

• Customer Portal:

Customer Portal is an easy-to-use, integrated web support tool that provides customers a platform where he can raise a ticket for the issue he is facing.

If the customer is unable to find a solution for his issue using the reference material which is referred by the portal at the time of raising a ticket, then the customer can raise a ticket to a support team via the customer portal.

Customer Portal: We have easy to understand and simple to use ‘Customer Portal’ for customers to raise a ticket with minimum mandatory fields. It will take less time to raise a ticket and connect with the customer support team. Customer can send their queries at ‘Support@leadx360.com’.

 Customer portal link: https://leadx.atlassian.net/servicedesk/customer/portal/2 Customer can raise a ticket for the issue he is facing through the above portal link and communicate with customer support team to resolve their issues.

• Severity Level:

We have categorized our issue types into four Severities as S1, S2, S3, and S4.

1. Severity S1 – Critical

2. Severity S2 – High

3. Severity S3 – Medium

4. Severity S4 – Low

The description of each severity level as below:

• SLA Time Frame:

SLA means Service Level Agreement. This is the most important part of the process which includes the pre-set time frames for a ticket to respond to the customer or to resolve the issue within that time frame.

Ø  Response Time: It is a time when we respond to the customer to know them that we have received their query and we are working on it.

Ø  Resolution Time: It is a time when we resolve the customer’s query completely within the SLA time.

• Escalation Process:

       The term Escalation comes into the process because sometimes ticket is not resolved within the SLA timeframe and we are not able to give resolution on time to customer, then the ticket will go to Escalation status and support team will work on this type of tickets on high priority to resolve the issue as soon as possible.

        In some cases, if the customer is not satisfied with the resolution and ticket resolution cross the time frame then the customer can escalate it.

        If any other team which involves in the process will take more time to resolve a query, in this scenario ticket will cross the time frame and it will go to Escalation.

        The customer support team has the responsibility to take care of this type of Escalated tickets with proper communication, explanation and resolution provides to the customer and maintain a relationship with the customer.

• Tracking A Case: 

Once a case is open, you can view its status, in that you can see who is the owner, current case notes, internal notes, and attachments in the Jira Service Desk application. Case statuses includes:

• Ticket Flow:

The ticket flow describes the step by step process of how the customer support team working on the ticket and resolve it. You can easily understand the whole process with the help of below descriptive points and diagram.

1.   Once a ticket is created, we will receive it in Queue.

2.   Support manager will be assigned tickets to other team members or ourselves and will open and check the query type and severity of the ticket.

3.   The owner of the ticket will change the respective status of the ticket manually while working on the ticket.

4.   Ticket status updates will continue until the case is resolved and closed.

5.   When the ticket is resolved, the ticket owner will update the customer about the resolution and close the ticket.

6.   When we receive confirmation from the customer that issue is resolved then we close the ticket.

7.   We will give three working days of the time frame to customers to respond on the resolved query – if customers have any questions on that or not satisfied with the resolution.

8.   If the customer comes back within the provided time frame, our team will work on that ticket once again to resolve the issue.

9.   If the customer does not respond till the provided time frame, after that we will close the ticket as assuming the ticket is resolved at the customer end.

• Customer Support Process Checklist:

This checklist helps to run each support ticket you would process. When you work on the ticket, you will go through the below checklist:

• Understand Ticket Information
• Find out the ticket issue type
• Action according to issue type and priority
• Simple issue or question, resolve by yourself
• Technical issue, communicate with the development team
• Sales or marketing related questions, communicate with sales team
• Billing issue questions, communicate with billing team
• Mixed type question, if the issue is understandable then resolve by yourself. Otherwise discussed with internal team members.
• For new feature or suggestion request, communicate with the product owner or higher management team.