Support Team Process
Clockify & Reports
Registering hour rules
– Hours must be registered in each client support clockify project
– Project Management – All the Project Management hours must be registered with the tagProjectManagement
– Meetings – All the Meeting hours (with the client) must be registered with the tag Meetings
The monthly report
Each month (until day 8 next month), we must send the hours report to the client
– Before preparing the report, ask the team if all the hours are logged
– First time, use this template and fill out the Client details > template HERE
– Export the hours from clockify and remove the Project Management and Meetings tagged tasks
– Fill the template, put it in the client folder (Development > Client Name > Hour Reports
– Send it by email and cc Fábio Carreto (inform Fábio Carreto if the hours of current month are more and out of the plan and must be invoiced)
Mothly call
Only for Enterprise Plans
Enterprise plans have included a monthly call
This call must be scheduled with each client for the same day (30 min/1 hour call)
– We must ask (prior the call) if the client has any challenge he wants to discuss in the current month
– If not, we should together as a team think in a subject for the current month – Remember, these challenges can represent new business, but first we want to help the client
– In the calendar invitation please add the subject and bullet points for the next call
In summary, before each call we should be prepared as a team, either the monthly challenge is ours or from the client
Some ideas:
– Make a quick audit
– Check old audits
– Check some complains in Portal da queixa or similar (comments on AppStores / Reddit)
– Ask the client about processes taking too much time and money
– Check ads libraries to see what competitors are doing
– If we find a problem in the client, we can try to check how their competitors are solving the same challenge
– Important on the call: ask what went right and wrong on the processes
Don’t forget to write the call report.
CHECK A LIST OF IDEAS TO PROCEED > HERE
Task Priority
- URGENT TASKS – HIGH PRIORITY
– Tasks causing huge impact on client business:
Checkout not working
Emails not sending
Website down/unaccessible
Forms not converting
Métodos de pagamento estão a gerar bugs
Autenticação não está a funcionar
Integrações não estão a funcionar - LOW & MEDIUM PRIORITY TASKS
– Tasks to be solved based on the schedule agreed with the client or if someone is without tasks from other projects