Delivering reliable, 24/7 support that scales with your product and your customers.
End-to-End Customer Support Solutions
End-to-End Customer Support Solutions
Delivering reliable, 24/7 support that scales with your product and your customers.
At Shvan Tech Solutions, our End-to-End Customer Support Solutions are built to protect your brand, accelerate resolution, and turn every interaction into loyalty. We design, staff, and operate your entire support function—across email, chat, voice, in-app, and social—with measurable SLAs, robust QA, and constant improvement. Whether you’re stabilizing a fast-growing product or transforming a legacy helpdesk, we bring the processes, tools, and talent you need to run support like a mission-critical operation.
What’s Included
Tiered Support (L1–L3)
- L1: account, billing, how-to, FAQs, password resets, order status
- L2: product troubleshooting, configuration assistance, environment checks
- L3: advanced technical issues, bug triage, engineering handoffs, RCA support
- Clear escalation runbooks & ownership at every step
Omnichannel Helpdesk
- Email, live chat, voice/IVR, in-app messenger, social care
- Smart routing, skills-based assignment, workforce management
- Unified customer history & knowledge search
Knowledge & Self-Service
- Public & private knowledge bases, in-product guides
- Bot deflection for L1 queries & interactive flows
- Continuous KB optimization from real ticket data
Quality, Analytics & CX
- QA scorecards, calibration, coaching loops
- CSAT, NPS, FRT, AHT, MTTR, backlog health
- Monthly/quarterly CX reviews & roadmap inputs
Service Levels & Metrics
| Metric | Target Range | Notes |
|---|---|---|
| First Response Time (FRT) | < 2 minutes (chat), < 30 minutes (email) | 24/7 queues with surge handling & priority policies |
| Resolution Time (MTTR) | Same-day for L1–L2, 1–2 days for L3* | *Depends on engineering dependency & defect complexity |
| CSAT | ≥ 92% | Audited via QA + post-interaction surveys |
| QA Score | ≥ 90% | Rubric covers accuracy, empathy, process, and security |
| Deflection Rate | 20–50% | KB + bots + in-product guidance for repetitive L1 |
Support Playbooks (How We Run)
- Intake & Triage: priority tagging, SLA clocks, fraud/abuse checks, PII guardrails
- Diagnosis & Resolution: decision trees, environment checklists, known-issue library
- Escalations: S0–S3 severity matrix, paging, RCA templates, comms guides
- Prevention: ticket taxonomy analysis, product feedback loop, release-notes alignment
- Continuous Improvement: WBR/QBR with KPI deltas, backlog hygiene, experiment tracking
Tooling & Integrations
We work with your stack or bring our own. Typical tools include:
Zendesk/Freshdesk Intercom/HubSpot Genesys/Twilio Jira/Linear Confluence/Notion Data Studio/Looker Playvox/Klaus OpenAPI/Webhooks
90-Day Onboarding Plan
- Discovery & Blueprint (Week 1–2): volume analysis, peak patterns, SLA design, workflows, macros, data policy
- Pilot Queue (Week 3–4): limited scope L1, QA calibration, KB gap-fix, dashboard baseline
- Scale to L2/L3 (Week 5–8): escalation paths, engineering handshake, incident comms drills
- Automate & Optimize (Week 9–12): bot journeys, deflection experiments, WBR cadence
Security & Compliance
Security is non-negotiable:
- Least-privilege access, SSO/MFA, session controls
- PII handling standards, audit trails, encrypted storage & transport
- IP allowlists for admin surfaces; secrets in vaults
- Backups, DR, incident response runbooks & tabletop drills
Engagement Models
- Managed Support: full helpdesk ownership with SLAs, staffing, QA & reporting
- Hybrid: we operate overflow, off-hours, or specific tiers/channels
- Advisory & Setup: design your support org, tools, and playbooks; handoff to your team
FAQs
Do you provide 24/7 coverage in multiple time zones?
Yes. We staff regional pods and follow the sun for continuous coverage with consistent SLAs.
Can you integrate with our engineering workflows?
Absolutely. We map escalations to your Jira/Linear projects, define SLOs, and align on release/incident cadences.
How do you ensure brand voice and quality?
We build tone guides, macros, and QA scorecards; then run weekly calibration and coaching sessions tied to CSAT.
How quickly can we go live?
Pilot queues can start within 2–4 weeks depending on tooling access, KB readiness, and data policies.
Partner with Shvan Tech Solutions to deliver faster resolutions, consistent CX, and scalable operations—around the clock.
Contact: hello@shvantech.com | www.shvantech.com