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Customer Care Process: Levels of Service (LOS)

Introduction

This document explains Customer Care’s Levels of Service (LOS) process. LOS is a support model by which Service Level Agreements (SLA’s) are dictated by the client segment for each client. G5 client segments are: VIP, Key Account, Corporate, SMB.   

Process - New Client

  1. Accounting sends notification of a new client, the client vertical and client segment

  2. Digital Advertising “replies all” to Accounting’s notification and provides the assigned SEO Analyst and DA Analyst (if applicable)

  3. Account Management Organization “replies all” to Accounting’s notification and provides the assigned Account Manager (if applicable)

  4. Customer Care Documentation Specialist creates an Organization (client) record in Zendesk, and completes the following fields:

    1. Client Vertical: provided in Accounting notification

    2. Client Segment: provided in Accounting notification

    3. Client Service Level: use same value as for Client Segment

    4. Account Manager: provided in Accounting notification

    5. SEO Analyst: provided in Digital Advertising “reply all” to Accounting notification

    6. DA Analyst: provided in Digital Advertising “reply all” to Accounting notification

    7. Client Center ID: listed in Client Center

    8. Client Hub URN: listed in Client Hub

Process - Existing Client

  1. Customer Care Manager attends the monthly LOS Meeting where changes to existing client LOS Segments are discussed and determined

  2. Customer Care Manager notifies Customer Care Documentation Specialist of changes determined in the monthly LOS Meeting

  3. Customer Care Documentation Specialist makes changes to the following fields in the existing Zendesk Organization (client) record:

    1. Client Segment

    2. Client Service Level

 

https://docs.google.com/document/d/1PitCyhh_dnmdyMyjzw28OUw5HIlQ7zsE6FsAsi9DNrI/edit?usp=sharing