Structure of WhatsApp Support

STRUCTURE OF WHATSAPP SUPPORT

• The support Line needs to be led by the Marketing Manager, but run by the tech team

  • There should be two or three individuals assigned for this specific support role

  • A schedule should be drawn up to make sure that the WhatsApp support line is always covered.

  • The Marketing Manager is responsible for doing a weekly/bi-weekly/ad-hoc check on response time/quality of the team to evaluate.

• The WhatsApp support line hours can be set by us

  • Currently, the WhatsApp support line is open from 8 am to 5 pm from Mon-Fri.

  • This means that someone needs to be monitoring the messages during this time and responding within at least an hour of each message coming through.

  • This should guide how the schedule for support agents should run.

• Answering Queries

  • It is very important to respond to all messages that come through on the WhatsApp line - even if you don’t know the answer to the question.

    • If you know the answer, respond to the person.

    • If you do not know the answer, do not leave the message without a response, simply type “Thank you for your message. Please allow me some time to check this with the relevant department and get back to you as soon as I have feedback.”

      • It is then your responsibility to check with the relevant department, what the answer to the query is.

  • Please see below a list of where you can find answers to different types of queries if they are queries that you cannot handle yourself:

    • All tech/in-game/leaderboard/queries - direct to tech team

    • Marketing/PR queries - direct to the marketing team

    • Prizewinner + awards queries - direct to marketing team/Project Manager

    • Complaints/very unhappy/rude queries - direct to Project Manager

• Best Practices when communicating over WhatsApp

  • Always greet the person and thank them for reaching out, and then address the query: “Hi [Peter], thanks for reaching out to the Wavumbuzi support line. The reason why you are experiencing this is that...”

  • Always maintain a level of professionalism throughout your communication with any teacher, parent, or learner.

  • Use appropriate words and avoid slang.

  • Avoid discriminatory language and do not cuss.

  • Be friendly, clear, and always seek to understand, provide an easy solution or

  • escalate an enquiry to the relevant department.

  • Be caring and concerning towards different needs.