(blue star) Goal

The goal of this process is to ensure a smooth transition from our onboarding team to the support team and make sure the customer has a nice experience. Also we want to ensure they don’t deflect back to the onboarding team if there are any issues that arises.

Slides

https://docs.google.com/presentation/d/1Yrp7M2-KgMgnp6R7zNLLH17X04DOz9dKe-2Sy4eMY4g/edit?usp=sharing

Structure

  1. Quick Introduction of the Support Team (2 min)

  2. Go over the support portal and knowledge base (10 min)

  3. Go over SLAs of the support team and how to escalate issues (5 min)

  4. Go over some basic functionality of the systems (5 min)

  5. Q&A (8 min)

(blue star) Presentation Scripts

Create a step-by-step guide:

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  2. Add illustrations to instructions by typing /image

  3. Stick to 3-5 steps per task to avoid overloading readers

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