All app-related customer chats will be directed to the Onboarding Team.
The Onboarding Team is responsible for:
- Addressing customer issues during the chat.
- Assisting with basic troubleshooting steps.
- Converting the chat into a support ticket.
If an issue cannot be resolved during the chat, the Onboarding Team must assign the resulting support ticket to the L2 Tech Team for further resolution.
The Onboarding Team is responsible for:
- Addressing customer issues during the chat.
- Assisting with basic troubleshooting steps.
- Converting the chat into a support ticket.
If an issue cannot be resolved during the chat, the Onboarding Team must assign the resulting support ticket to the L2 Tech Team for further resolution.
Please note: The onboarding team will be active between 10 am and 7 pm. Any customer chats concerning app issues that come in after 7 pm will be actioned manually by the SBM support team from the offline group.
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