KAMI Customer Service Standards

Created by Kamiworkforce Support Admin, Modified on Thu, 26 Oct 2023 at 12:29 PM by Nica Naraja

KAMI Workforce ("KAMI") strives for excellence and professionalism in providing customer service. To accomplish this mission, we are dedicated to delivering service according to the standards outlined herein to the best of our ability.

Values

Anticipating the needs of our customers and planning accordingly
Greeting our customers promptly, cheerfully and respectfully
Listening carefully and giving full consideration to the requests and concerns of our customers
Communicating honestly, courteously and knowledgeably
Providing follow-through for our customers promptly, responsibly and efficiently
Serving with pride, commitment, and with high ethical standards
Respecting the individual and encouraging participation

Mission

It is KAMI mission and responsibility to provide excellent service to its customers. The purpose of this policy is to outline our uniform standards and procedures for responding to customer concerns and feedback, thus making sure those responses are timely and that issues do not “fall through the cracks.” The policy strives to treat every interaction as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request.

Support Channels

KAMI Support is available across an omni-support platform to provide the easiest and quickest response time possible. Contact us on any of the following channels.

Channel	Brief	When to use it?	Service Standard
Knowledge Center	Most times self-help is the easiest and quickest way to get your answer. Access our comprehensive library of articles to immediately learn about any feature or best practices.	Quick, simple guides on how to or what is it?	Always available
Chat	Open a chat directly with our agents on your KAMI app.	Best for smaller questions or issues that can likely be solved quickly.	During Regular Business hours, within just a few minutes
WhatsApp	Send us a quick message to get it touch with you	Same as Chat	Same as Chat
Facebook Messenger	Search "KAMI Workforce" to send us a quick message	Same as Chat	Same as Chat
Ticket	Submit a ticket on KAMI for more complex issues	When you need to give longer explanations that may require further investigation	During Regular Business hours, within one day of submission.
Email	Email support@kamiworkforce.com to instantly create a ticket when you are away from KAMI	Same as Ticket	Same as Ticket
Phone	Contact us on any of the above channels to request a time to speak via phone.	When you want someone to call you for urgent or complicated issues	During Regular Business hours, with timing depending on urgency of request.

Service Standards are met on a best-efforts basis and may vary in response times depending on agent availability.

If you have an urgent matter, please always note on your support request so that we can prioritize as best possible.

Our support channels are constantly monitored and reviewed by our entire team to continually improve service quality. If you feel you are not receiving adequate attention, please do clearly highlight on our channels so that the matter can be automatically escalated internally for resolution.

We also greatly appreciate positive feedback and review scoring if we have done a great job!

Procedures

Submission

Please always provide your

Name
Company
Country
Email and phone number to get back to you in case of delay or disconnection
Description of issue
Any screenshot or video recording that may help describe the inquiry

TIP: It would be a great help to our Customer Success team if you will immediately attach a screenshot or video recording with URL of the web app included to avoid our back and forth.

Response

A KAMI agent will reply to your submission as soon as possible with any additional questions or solutions.

Please always do provide your email and phone number so we can contact you for more detailed discussion or if our connection was unexpectedly cut off.

Resolution

Most issues get resolved quite quickly with a few tips. However, if your issue requires further investigation or follow-up internally, the agent should give you a timeframe for response.

Expectations

You should expect KAMI to meet its service standards on a regular basis. If you find that service standards are not being met, please clearly indicate so on your messages as it will be identified and escalated to improve your experience.

Please note that requests for system enhancements may take longer than other support inquiries as they need to be carefully discussed with the technical team.