Customer Support Plan
When
Post v1
What does the client need?
- Support after hand-off
What can we offer?
- Live customer bilingual (en, es) support
- Use a 3rd party ticketing & support tool to manage queries (client pays for this)
- Create FAQ’s as customer support requests come in
- Create workflows to handle customer support tickets
- Triage tickets with our internal dev team to fix bugs
How do we not overlap dev vs CS
- CS should figure out if issue is technical or customer error
- If customer error, answer query, add FAQ, notify client
- If technical error, create ticket in Plutio, notify client
- If client has a maintenance plan in place, we prioritize bug fixing, track hours, etc.
- If client has no maintenance plan in place, we create ticket in Plutio and tag client, eventually to do a sprint for bug fixing
- Generate monthly report for client and go over it on a scheduled call with PM
- Report from ticketing platform
- Additional report for tickets in Plutio
- If maintenance plan is in place, show how many tickets have been fixed, hours spent, etc
What tools?
client picks and pays for their own tool
- Intercom
- Crisp
- Drift
- Tawk.to
What does it include?
- Respond time: 1hr
- Reports
- Monthly call
- Update FAQs
How do we price it
Basic plan 9-5 Mon-Fri: 550/mo
Launch (only 2-3 clients: 399/mo)
Extended plan 8-8 Mon-Fri: 700/mo
What do we need from the CS?
- English (EF, 74 score)
- Likes software product
- Problem solving skills
- Know and use AI tools
- Excellent written skills
- Attention to detail
- Semi-technical to escalate tickets
- Fixed hours
Clients we can sell this to
- Alpha Crunching
- Hello Wellness
- Super Queer
- Toronto Events
- Griky
- The Attributes
- My Gnome
- Go Pursue
- Affinity
- The Eagle
Positioning