Whitelabel helpdesk Providing best of class support for your clients.
Having pioneered helpdesk services for merchants on Magento, BigCommerce and Shopify, we understand what it takes to offer effective support that clients respond positively to.
Merchants often create support tickets at the point of frustration. Not frustration with you, but with the ecommerce platform they are using. Efficient triage, escalation and resolution of their questions is vital to maintain a long and profitable relationship with that client.
But we understand that support is very difficult to get right! Most agencies claim to offer it, but really don't. This negatively affects client retention.
Since 2020, On Tap does not provide support directly to merchants, so we can offer you whitelabel helpdesk services on an entirely non-compete basis covered by a strict NDA.
Helpdesk services
- First, second and/or third line support
- Magento, BigCommerce and Shopify support
- Platform certified staff
- Slack support
- Response-based SLAs
- Liaison with your team to progress issues
- We used your helpdesk platform, or...
- Optional whitelabel customer portal provided
- Dedicated and shared resource options
- EMEA, NA, APAC coverage
How to get started
You can be up and running in a matter of days, depending upon whether we use your existing helpdesk platform, or you instead want us to provide you with an own-brand whitelabel customer portal using your own domain name.
Your helpdesk platform
If you already have a helpdesk platform, then the on-boarding steps are very straightforward.
- Kick off call to understand escalation process, team members on your side, decide on "tone of voice" for ticket responses.
- Set up Slack channel to give you direct access to our support team.
- You assign us logins to your helpdesk.
- You train us on any internal systems (e.g. Jira) that we also need to use.
- Go live.
Up and running in approximately 3 days
Our helpdesk platform
Alternatively, we can provide a whitelabel helpdesk portal for your clients to use.
- Determine hostnames and branding for your customer portal website.
- Provision, setup and testing of portal.
- Kick off call to understand escalation process, team members on your side, decide on "tone of voice" for ticket responses.
- Set up Slack channel to give you direct access to our support team.
- Training for your team to use the helpdesk.
- You train us on any internal systems (e.g. Jira) that we also need to use.
- Go live.
Up and running in approximately 3 weeks
