Customer Support

• Estimation of likely ticket volumes and staffing requirements based on the business case

• Software procurement, incl. evaluation based on product demos and online resources, data protection review, and configuration

• Personnel procurement, incl. contract initiation and management of the outsourcing service provider

• Process design for agents, incl. workflow documentation, FAQ overview, prioritized admin feature list for the product team, etc.

Quality Assurance

• Design and setup of mystery calls: development of a test concept incl. cost modeling, onboarding of provider, and draft of a test guide incl. questionnaire and test scenarios

• Assessment of AI-based call & chat monitoring: evaluation of options (proactive vs. requested, real-time vs. recorded, with or without AI support, etc.), incl. coordination of Legal and technical service providers

Legal

• Steering the creation of privacy statement and terms & conditions for customers and consultants

• Clarification of open legal questions across all subject areas

Miscellaneous

• Conceptual contribution to building a KPI reporting framework

• Support with recruiting and onboarding of new team members

• Assessment of possible internationalization strategies

• Sparring partner for product development on conceptual product-related questions