Kunjara Tech

Designate On-Call Staff

Assigned team members to be on-call during non-business hours, including nights and weekends. Ensure that they have the necessary resources and access to respond to client inquiries and emergencies.

Use a Rotational Schedule

Created a rotational schedule for on-call staff to distribute the workload fairly. This schedule should cover holidays and weekends, ensuring continuous support.

Emergency Contact System

Established a clear system for clients to contact your 24/7 support team in case of emergencies. This involved providing a dedicated phone number or email address for urgent issues.

Implement a Ticketing System

Utilizing a ticketing system to track client requests and issues. Assign priority levels to tickets so that urgent matters receive immediate attention.

Define Emergency Criteria

Clearly defined what constitutes an emergency or urgent issue in your digital marketing services. Ensured that team members understand the criteria for prioritizing requests.

Training and Preparedness

Provided training to on-call staff to handle various scenarios and emergencies effectively. Ensure they are well-prepared to troubleshoot technical issues, answer inquiries, and provide solutions.

Monitoring and Alerts

Implemented monitoring systems that can alert on-call staff to critical issues or outages. This proactive approach can help address problems before clients are affected.

Communication Protocol

Established a communication protocol for on-call staff to collaborate and escalate issues to senior team members or management when necessary.

Regular Review and Feedback

Conducting regular reviews and debriefings with on-call staff to identify areas for improvement and share feedback on how emergencies were handled.

Client Expectation Setting

Communicating with clients about the availability of 24/7 support and set clear expectations regarding response times for different types of inquiries.

Regularly Update Contact Information

Ensure that clients have up-to-date contact information for reaching your 24/7 support team. Update contact details promptly when changes occur.