(07) 2113 3633 Book a call
Customer Support

Keep the promises you make to customers

Track response and resolution times against your service levels, update customers automatically and handle warranty claims and returns properly.

Talk to our Brisbane team (07) 2113 3633
Platforms we use
Problem 01

“We miss response times we’ve committed to”

Contracts promise a four-hour response, but nobody can see which cases are about to breach.

How we fix it

SLA tracking & alerts

  • Service levels by customer, contract and priority
  • Visual timers and warnings on every case
  • Breach reporting for contract reviews
Problem 02

“Customers chase us for updates”

Customers don’t know what’s happening with their request, so they call or email to ask.

How we fix it

Automatic status updates

  • Updates triggered by status changes
  • Messages sent on the customer’s preferred channel
  • Fewer inbound “any news?” contacts
Problem 03

“Warranty and returns are handled on spreadsheets”

Return authorisations, warranty checks and replacement orders are tracked in spreadsheets and email threads.

How we fix it

Warranty, returns & RMA

  • Warranty status checked against purchase or install date
  • Return authorisations and tracking in one place
  • Repairs, replacements and credits linked to the case

What changes for your team

No surprises

Fewer chasers

Consistent claims

Stronger contracts

Common questions

Can different customers have different service levels?

Yes. Service levels can vary by customer, contract, product and priority, and can respect business hours and public holidays.

Which channels can updates go out on?

Email, SMS and WhatsApp are most common. We use Infobip or your CRM’s own messaging tools to send them.

More Customer Support solutions