Chapter-11 User Support
Welcome to the essential guide for Bolbhav's customer support team. This handbook is designed as a comprehensive resource to assist you in navigating and resolving a wide array of customer inquiries and issues. As a dynamic document, it will be regularly updated to encompass new challenges and solutions that emerge in our operations. We encourage all team members to stay updated with this guide to ensure consistent, efficient, and effective customer support.
Channels
Currently, we only have call based customer support. The system is supported on the Exotel.
18008890494
This above toll-free number is the primary customer support phone number that is present in the hamburger menu of the Bolbhav application and our communications sent to the users. Our toll free number is open from 9 am - 6 pm Monday to Saturday, and closed on Sunday.
9993047406
This was the Bolbhav chatbot number and saved in over 200,000 users mobile. All calls done on this number are forwarded to the above toll-free number. There might be a case that spam calls coming to this number also gets forwarded to the toll-free number.
Onboarding in Customer Support Team
Join Slack Channel #support-calls
It is where all the customer support team interact with each other. All the new calls received by any team members are automaically notified here from Monday.com.
Join Monday.com #All User Support Calls
We are using Monday.com as our CRM. Each call is recorded here and where applicable tickets are opened and closed here only. The call reference_ids are also written so that anyone can go back to the Exotel account and listen to the call record.
Join Exotel
Exotel is a service provider to us and host our toll-free number, it provides a dashboard on which we can track all the calls. Each team member join Exotel with their dedicated account. see below video to learn how to use exotel
Verify Your Mobile Number
We use a system where call coming to Bolbhav Customer Care number are forwarded to personal phone numbers of team members. To get on calls on personal phones, each team member has to verify their number by making a missed call to Exotel number. For more information, read through the email that you get to create Exotel Account.
How work is divided among team members?
Each week a calender is prepared to know, who will takes the calls when.
Ideally, each team member has to commit to a certain number of hours for customer support in a week.
During their time, they will be the first person on which calls will come.
One person will be responsbile for revising the call order based on the weekly schedule and in case of any changes in availability.
Default order for 2nd/3rd positions would be Arshad then Nabilah, when they are not first in the call order.
Whoever opens a ticket is responsible for making sure it is closed at the earliest time possible.
General Guidelines for Customer Support
Know the Bolbhav product in and out
Take user-centric approach
Diligently document each call in-detail
Close tickets in shortest possible time
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