Introduction
Providing quick and accurate tech support is crucial in the competitive IT industry. Estrrado, a leading tech solution company, stands out from the crowd by providing comprehensive and effective support across various types of client needs.
In this blog post, we will delve into the details of how Estrrado’s support system operates, covering everything from the types of support tickets to the resolution process and client satisfaction checks.
Understanding the Support Ticket Types
At Estrrado, we recognize that client needs vary, and to address them efficiently, we have categorized support tickets into four types: queries, amendments, issues, and change requests. Each type is handled with a specific approach to make sure the solutions are effective and tailored to the client’s problems.
Queries: Immediate Resolution
Queries are attended to promptly by Estrrado’s tech support engineers. Understanding the importance of swift responses to client inquiries, the team ensures that queries are resolved on the spot, fostering a quick and seamless communication channel between the client and the support team.
Amendments, Issues, and Change Requests: Project Manager Involvement
The support process takes a different route for more complex matters such as amendments, issues, and change requests. These tickets are handed over to the project manager, who then collaborates with the development team to assess the situation. An ETA for the solution is provided to the client based on the severity of the problem, ensuring transparency and managing client expectations effectively.
Priority Levels and Response Times
Estrrado understands that not all support tickets are equal in urgency. To streamline the support process, the company has implemented a priority system, classifying tickets as critical, high priority, medium, or low priority. This classification decides the response time, with critical issues requiring resolution within a minimum of 2 hours, while low-priority matters are addressed within a day. This approach allows for a targeted and efficient allocation of resources based on the urgency of the client’s needs.
Resolution Process
The journey from raising a support ticket to its resolution involves multiple checkpoints to guarantee a thorough and sufficient solution. The initial step involves troubleshooting by the technical support engineer, aiming to identify the root cause and any associated problems. This detailed approach ensures that issues are not just temporarily patched but are addressed at their core.
Following the resolution, three crucial checks are conducted to validate the fix:
Development Team Check: The development team reviews the solution to ensure it aligns with the client’s requirements and industry best practices.
QA Team Verification: The quality assurance (QA) team strictly tests the solution, ensuring it meets Estrrado’s high-quality standards and is free of potential issues.
Final Technical Support Team Review: Before presenting the solution to the client, the technical support team conducts a final review, confirming that all aspects of the problem have been addressed comprehensively.
Client Confirmation and Closing the Ticket
Once the internal checks are completed, the solution is reported to the client by the technical support team. The client conducts a final check to ensure that everything is in order and that the problem is resolved to their satisfaction. This collaborative approach ensures that clients are actively involved in the final confirmation process, promoting transparency and accountability.
Conclusion
Estrrado’s support system is a well-thought-out process aimed at enhancing client satisfaction. By understanding the intricacies of different support ticket types, implementing a priority system, and conducting thorough checks throughout the resolution process, Estrrado ensures that clients receive not just a fix but a comprehensive solution tailored to their needs. With a commitment to efficiency, transparency, and client collaboration, Estrrado stands as a testament to delivering effective support.
