Structured customer operations across every channel.
From first customer contact to ongoing administration, every service is configured around your workflows, standards and business requirements.
Customer Experience
Customer Care
Everyday enquiries, requests and customer communications handled with consistency and professionalism. We manage general customer interactions across all agreed channels, following your approved processes and communication standards.
Email Support
Structured email management with defined response standards, templated communications where appropriate, and clear escalation procedures for complex or sensitive enquiries.
Live Chat Support
Real-time customer assistance through chat channels, with managed response times, conversation routing and seamless handover procedures when escalation is required.
Telephone Support
Inbound telephone handling with scripted workflows, call categorisation and documented follow-up processes to ensure no enquiry is left unresolved.
Customer Operations
Customer Onboarding
Structured assistance for new customers getting started with your products or services. We guide customers through setup, verification and initial usage with defined workflows.
Order & Service Requests
Processing, tracking and managing customer orders and service requests through defined workflows with status updates and clear resolution timelines.
Multichannel Support
Integrated operations across email, chat, messaging, and telephone, managed as one unified support operation with consistent standards across all channels.
Helpdesk
Ticket Management
End-to-end ticket lifecycle management, including logging, categorisation, assignment, tracking, and resolution, using your ticketing system and approved procedures.
L1 Technical Support
First-line technical assistance for common issues, guided troubleshooting and structured escalation to specialist teams when required.
Administrative Support
Back-Office Operations
Records management, data entry, case administration and operational follow-up tasks handled systematically with proper audit trails and documentation.
Data & Case Administration
Structured data processing, case file management and administrative workflows with attention to accuracy, confidentiality and defined retention procedures.
Service Management
Complaints Handling
Structured complaint management with defined escalation routes, resolution timelines, and documented outcomes, ensuring issues are addressed properly and tracked to closure.
Quality Assurance
Regular quality review of customer interactions, process adherence monitoring and identification of improvement opportunities across all support channels.
Service Reporting
Structured activity and performance reporting covering volumes, resolution rates, response times and operational insights to inform business decisions.
Enablement
Knowledge Base & FAQ Support
Creation, maintenance and continuous improvement of customer-facing knowledge bases and FAQ content to reduce support volume and improve self-service.
Multilingual Support
Customer support delivered in multiple languages where operational capability exists, with appropriate quality standards applied to each language.
Need support for your customer operations?
Tell us about your requirements and we will explain how Shraga 18 can help.