Customer support that keeps your business moving.
Shraga 18 provides structured customer operations, ranging from helpdesk and multichannel support to back-office administration, designed around how your business actually works.
Client-Defined Workflows
Processes configured to your business requirements.
Multichannel Support
Email, chat, telephone and messaging capabilities.
Clear Escalation Procedures
Defined ownership and escalation routes.
Structured Reporting
Activity and service reporting for visibility.
Structured operations for every stage of customer support.
From first contact to ongoing administration, we manage your customer operations with clear processes and defined responsibilities.
Customer Care
Everyday enquiries, requests and customer communications handled with consistency and care.
Helpdesk Support
Ticket management and first-line assistance with clear resolution workflows.
Multichannel Support
Email, chat, messaging, and telephone, integrated into one accountable operation.
Customer Onboarding
Structured assistance for new customers getting started with your products or services.
Back-Office Operations
Records management, case administration and operational follow-up handled systematically.
Quality & Reporting
Review, reporting and continuous improvement to maintain service standards.
Support designed around how your business actually works.
We do not apply a one-size-fits-all model. Every engagement is configured around your channels, workflows, and customer requirements, maintaining clear ownership at every stage.
Flexible by Design
Support configuration based on your channels, workflows and customer needs.
Defined Ownership
Clear responsibilities and escalation routes for every process.
Consistent Delivery
Approved processes and communication standards applied throughout.
Operational Visibility
Structured activity and service reporting for complete visibility.
A structured approach to every engagement.
Our five-stage operating model ensures your support operations are set up properly and continuously improved.
Discovery
We learn your business, channels, customer base and support requirements.
Service Design
We define workflows, escalation paths, response standards and reporting.
Setup & Training
Tools, documentation and teams are prepared for your specific operation.
Launch
Controlled go-live with close monitoring and rapid adjustment.
Review & Improvement
Ongoing reporting, quality review and process refinement.
Customer operations across sectors.
We support businesses across diverse industries, adapting our processes to sector-specific requirements and customer expectations.
Technology & Online Services
SaaS, platforms and digital products.
E-commerce
Orders, returns and customer enquiries.
Travel & Hospitality
Bookings, guest services and travel support.
Property & Facilities
Tenant support and facilities management.
Professional Services
Client communication and case management.
Education & Membership
Student and member services support.
Principles that guide every interaction.
Clarity
Clear processes, communication and expectations at all times.
Consistency
Reliable standards applied across every channel and interaction.
Responsibility
Defined ownership and accountability for every task.
Adaptability
Operations that flex to your business requirements.
Respect
Treating every customer and colleague with professionalism.
Common questions about working with us.
Ready to discuss your support operations?
Tell us about your business and we will explain how Shraga 18 can help structure your customer operations.