Customer Queries Channels

We have been receiving queries from the following 6 channels.

  1. Applications- Desktop, web, mobile app and plugin (we do not have an option to raise a concern using mobile app and plugin as of today. The option will be added soon.) Please note all the queries from the Desktop and web applications will be logged as a ticket on freshdesk under the issue type “product”. App support team will manage these tickets. After the initial troubleshooting and understanding the exact issue, they will re-assign the correct type and sub-type and other fields in the ticket property.

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  1. Console-When a lead signs up using https://shop.augnito.ai/, they will get an option to raise a query in the user console. The prospect can select any of these options “Need a product demo”, “ Need help with Installation”, “Not sure what to do” and “others”. They can select the time for calling them from the drop down menu. By default, call in the next 10 mins is set.

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Any queries from the above options will be directly assigned to Customer success group and a notification email will be sent to the group. The respective CSA/CSM will reach out to the user, understand their concern, resolve the ticket if it is their capability to do so or re-assign to App support/ product or any other internal team group. If the query is from US, UK, UAE or any other international countries- that will be routed to the respective groups like US group, UAE group or UK group.

  1. Queries from support email (support@augnito.ai): Any queries received on this email id will be logged as a ticket and this will be assigned directly to customer success group. They will re-assign the ticket to App support/product or relevant group depending on the issue. If the query is identified to have come from UK, US, UAE or rest of the world users then CS will move this to the respective groups on freshdesk.
  2. Toll Free number: a. If the user calls on the Indian toll free number(1800-121-5166), this will be logged as a ticket on freshdesk. For now, App support team will receive the calls irrespective of the number selected by the customer (1-sales, 2-product demo and 3-technical issue), do the initial troubleshooting and route it to the respective team and agent, if needed, depending on the type of query. b. Calls on US or UK toll free number will be managed by US customer success and App support team. These calls will not be logged as a ticket automatically. One has to log a ticket on freshdesk manually with the question asked, resolution provided and resolve the ticket.
  3. Tickets raised by Internal Team: CS/Sales team can log a ticket on freshdesk on behalf of the users and this will be as usual assigned and taken care by the Application support team.
  4. Chat option on the website- For now, this will be continued to be managed by sales team on hubspot.

NOTE: 

1. Any ticket that gets raised directly from the end users, the respective group/ agent managing the ticket will need to respond to the ticket with a summary of the query and resolution before resolving the ticket. This is in addition to connecting with the user on a phone call/whatsapp and resolving the issue.


2.Tickets from UK will be automatically routed to UK team group.