Service · Customer Service
Customer Service Strategy & Setup
Every new channel is a promise. Including nights and weekends.
Deciding how customers are served, through which channels and to which standards, and building the organisation, processes and tools for it. The result is a documented service model and a customer service ready to operate.
Usual
What you often get
A customer journey map covering an entire wall, plus recommendations for channels and tools. Then the ticket system with the best demo gets bought, and the processes bend to the software. The service levels in the concept never make it into a shift plan.
IntoOps
What you get from us
First, we settle who gets served how and which response times you can actually keep. Roles, shift plan and the right ticketing or CRM system follow from that. We're there on launch day, and if you like, our team keeps running the service.
Service components
5 components. Each one available on its own.
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Which customers are served how and through which channels.
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Service touchpoints along the customer journey.
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Response times, availability and quality targets.
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Team structure, roles, staffing needs and shift model.
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Selecting helpdesk, ticketing and contact centre tools with IT.
What you'll have at the end. Results you can check.
- A documented service model with channels, service hours and responsibilities per customer group.
- Defined service levels that match your staffing, shifts and budget.
- A staffing plan with roles, shift model and a buffer for peak times.
- A configured ticket system with categories, templates and routing rules.
- A trained team that has practised with real cases before launch.
When you need this. And how you'll know.
- Your product launches soon, and it's still unclear who will answer the first questions.
- Until now, the managing director has answered enquiries personally, and there are too many now.
- You want to offer chat or phone, but don't know how many people that takes.
- Every location looks after its customers differently, and complaints end up all over the place.
- You're entering a new country, and customers there expect service in their language.
Rarely alone. Never bundled.
Customer Service Strategy & Setup often works together with these services. We'll tell you honestly when a combination makes sense, and when it doesn't.
Shows up in these initiatives.
You don't need a whole initiative to get Customer Service Strategy & Setup. These examples show where the service is often needed.
Good questions. Straight answers.
Will you run the service afterwards too?
Yes, fully or in part, with our customer support team. You can also build your own team in parallel. We then hand over step by step, with documentation and training.
Do you also plan how many people we need?
Yes. Expected volume, channels and service hours give you the staffing requirement, including a shift model. We write down the assumptions so you can compare them with real figures after launch.
Do we have to be available around the clock?
Usually not. Round-the-clock availability is expensive and often unnecessary.
What matters more is keeping what you announce. Clear service hours with reliable answers work better than a chat where nobody replies.
Is self-service part of the concept?
Yes, where it fits. We decide which issues people can solve themselves and when they would rather talk to a person. It's then built with knowledge base & self-service.
Proof first. Contract second.
In the free Initiative Check, we listen for 45 minutes and ask the questions that usually only come up after the contract is signed. Then you get a short written assessment: what we see, how we would go about it and roughly what it would take.
No obligation. And if we're not the right fit, we'll tell you.
Or write to us at hello@intoops.com.