Support Guidelines & Rules for Arraytics Support Engineers

1. Prioritization of Support Tickets

• Address high-priority tickets first, especially if a customer’s business is stopped, their site is broken due to our plugin, or they are experiencing critical functionality issues.
• Pre-sale inquiries should be handled with high priority to ensure potential customers receive prompt responses.
• Older tickets should be addressed first to ensure no issue remains unresolved for too long.
• Aim to reduce the number of pending tickets daily, ensuring no ticket remains unattended for more than 22 hours.

2. Live Chat Handling

• Respond to live chat inquiries as soon as possible.
• Only handle pre-sale questions on live chat.
• If a technical issue is raised in live chat, direct the customer to open a support ticket for proper tracking and resolution.

3. Daily Follow-Ups & Customer Satisfaction

• Follow up on tickets daily to check if customers are satisfied with the resolution.
• Mark customers for later review to ask for feedback once the issue is resolved.

4. Escalation & Team Collaboration

• If you are unable to resolve an issue after thorough troubleshooting, assign it to another support engineer.
• Before escalating, ensure you have tried all possible solutions within your capacity.

5. Providing Custom Support

• If a customer’s request can be resolved within 20 minutes, provide custom support where possible.
• Do not give custom support for feature requests in support tickets.

6. Bug Reporting & Development Coordination

• Maintain a list of reported bugs and assign them to developers based on priority. (Use Nifty)
• Follow a structured sprint task management approach to track and resolve bugs efficiently.

7. Handling Urgent & Business-Critical Issues

• Urgent and business-breaking issues should be resolved immediately.
• Attempt to fix critical issues yourself; if unsuccessful, escalate to a developer without delay.

8. Efficient & Clear Communication

• Avoid unnecessary delays in responses; ensure prompt and direct replies.
• Minimize customer movement between multiple support representatives.
• Provide straight-to-the-point responses, focusing on direct solutions without unnecessary elaboration.
• You have to remember that your all customers are not Americans. So talk to them with easy and understandable phrases. 

9. Tools Maximize

• Use canned (Saved) messages for faster replies.
• Use “Ai” to rewrite and make grammatically strong.
• Don’t make hazy and hard replies for your customer using any tools. 
• Use Emojis to attract your customer.

10. Offering Deals & Customer Approach

• Inform customers about any ongoing promotions, discounts, or deals when relevant.
• For pre-sale inquiries, highlight special offers and encourage them to take advantage of current deals.
• If a customer is hesitant, offer limited-time discounts or bundle deals to encourage conversion.
• Maintain a helpful and non-pushy approach when presenting offers to customers.