Understanding the White Glove Support Process

Understanding the White Glove Support Process \n When to Use This Guide \n White Glove Support is designed to assist in resolving issues raised by Enterprise Admins with a high level of attention and care. This guide outlines the steps involved in providing this service and ensures smooth communication and efficient resolution of cases. \n \n Overview \n White Glove Support refers to our method of handling support inquiries raised by Enterprise Admins. Cases are managed by a dedicated case manager who coordinates activities, tracks progress, and ensures all concerns are addressed from start to finish. \n \n Key Steps in the White Glove Support Process \n \n Step 1: Case Assignment and Introduction \n - Once an inquiry is raised, it is assigned to a case manager who will be your single point of contact throughout the process.\n - The case manager will introduce themselves, provide assurance of managing your concern, and share their availability for communication. \n \n Step 2: Investigation and Team Involvement \n - The case manager will escalate issues to relevant teams as needed, always keeping you informed of the steps being taken. \n - You will be updated on what actions are being performed and who is involved in the process. \n \n Step 3: Keeping You Informed \n - Consistent communication is key. You will receive updates at least every two days about the progress of your case. \n - These updates will let you know the status, any changes, and reassure that we are working towards a resolution. \n \n Step 4: Case Resolution \n - Once the issue is resolved, the case manager will provide a complete summary of actions taken and confirm that the solution meets your needs. \n - You will also receive guidance on any future steps to avoid similar issues. \n \n Please let us know if any part of this process doesn’t address your needs so we can better assist you. We are committed to ensuring your experience with our support is as smooth and effective as possible.