Benefits you will receive
Frontline Support for All Types of Apps
We can act as your first line of contact, responding to all tickets quickly, 24x7x365. With every support ticket, we investigate the problem, prioritize the problem, respond to the customer at multiple points, and escalate and follow processes as you request. By providing front line support, your core team can continuously focus and refocus on the biggest growth opportunities for your business, whether that's reactive or proactive.
We can act as your first line of contact, responding to all tickets quickly, 24x7x365. With every support ticket, we investigate the problem, prioritize the problem, respond to the customer at multiple points, and escalate and follow processes as you request. By providing front line support, your core team can continuously focus and refocus on the biggest growth opportunities for your business, whether that's reactive or proactive.
We Investigate and Prioritize the Most Important Issues First
With every customer problem, we first troubleshoot for known bugs. If we can connect the problem to a known bug then we deliver that solution to the customer. If we can't connect the problem to a known bug, we usually follow a bug reporting escalation process. With all problems, our engineers and managers prioritize their focus based on the type of ticket and any known customer information.
With every customer problem, we first troubleshoot for known bugs. If we can connect the problem to a known bug then we deliver that solution to the customer. If we can't connect the problem to a known bug, we usually follow a bug reporting escalation process. With all problems, our engineers and managers prioritize their focus based on the type of ticket and any known customer information.
Burst Coverage for OS and App Updates
Many app companies will see a surge in support tickets when they update their app or when a native environments updates. We always have extra agents ready to answer additional tickets. This helps maintain an excellent support experience during both planned surges as well as unplanned surges.
Many app companies will see a surge in support tickets when they update their app or when a native environments updates. We always have extra agents ready to answer additional tickets. This helps maintain an excellent support experience during both planned surges as well as unplanned surges.
Ongoing Training, QA and Agent Feedback
Every new client starts with a two to four week free trial and training period, during which we learn your support processes and how to define and document bugs. Once up and running, we continuously retrain agents and managers, and we use our dedicated QA team to continuously QA tickets and give 1:1 feedback to agents and managers on how we can improve.
Every new client starts with a two to four week free trial and training period, during which we learn your support processes and how to define and document bugs. Once up and running, we continuously retrain agents and managers, and we use our dedicated QA team to continuously QA tickets and give 1:1 feedback to agents and managers on how we can improve.
Are you ready to improve your business?
At Cross Route, we understand that your business process needs to be like a well-oiled machine it doesn’t just allow you to get more work done, but it allows you to address the needs and meet the challenges of your own customers at a moment’s notice. This is why we offer world-class business process optimization consultancies to clients just like you. Leverage our years of experience in the customer support industry to build the best support solution for your customers complete with detailed analytics and reporting available at your fingertips.