IDfy Customer Success team is the champion for our Customer Satisfaction. The team provides an empathetic layer above our tech-driven solutions. The team members are problem solvers. They feel for the customers’ challenges and strive to build a trusting relationship throughout the customer journey.
They recognize different user types have different needs - HR managers and prospective employees require a different support DNA. The team is tool-driven in order to maximize efficiency. Team members are expected to train themselves with the IDfy BGV portal and our ticketing systems. The team is goal-oriented so that we are able to solve customer problems quickly and efficiently.
In terms of functional roles, the team is involved in:
- Customer Onboarding and handholding for the initial 3 months
- Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
- Reporting, Tracking and MIS for enterprise clients
- Bespoke process for large enterprise clients
- Liaising with product and operations teams
- Internal performance-driven activities including forecasting, client retention,
- CSAT and NPS measurement and corrective actions