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Setting Up Your Support Policy: What Matters Most?

For any business, providing great customer support is essential. But how do you go about setting up a support policy that meets the needs of your customers while also making sense for your business? Here are a few things to consider:

  1. Availability: How and when will you be available to provide support? Will you offer support during business hours only, or will you offer 24/7 support? Will you offer support via phone, email, chat, or social media?
  2. Response time: How quickly will you respond to customer inquiries? Will you have different response times for different channels of communication? How will you prioritize inquiries based on their urgency?
  3. Resolution time: How long will it take you to resolve customer issues? Will you have different resolution times for different types of issues?
  4. Quality of support: What level of support will you offer? Will you have a dedicated support team? Will your support agents have access to training and resources to help them provide high-quality support?
  5. Communication: How will you communicate with your customers about your support policy? Will you have a clear and transparent support policy posted on your website? Will you send regular updates to your customers about any changes to your policy?
  6. Feedback: How will you gather feedback from your customers about their support experience? Will you have a system in place for collecting and analyzing feedback? How will you use this feedback to improve your support policy?

Ultimately, the most important thing when setting up a support policy is to prioritize the needs of your customers. This means being available, responsive, and helpful, while also being transparent about your policies and processes. It’s also important to gather feedback from your customers and use it to continuously improve your support policy over time.

At, we understand the importance of great support. That’s why we’ve developed a helpdesk platform that’s simple, solid, and customizable, so businesses of all sizes can offer the best possible support to their customers. By prioritizing the needs of our customers, we’ve built a platform that’s changing the way businesses approach customer support.

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