Build your support team
Creating great customer support experiences with consistency requires you to navigate a complex ecosystem of disciplines.
We'll take care of everything, from finding your new team members to making sure they have the best possible procedures to support your business.
Koda helps organise the customer support ecosystem given your objectives. We build a plan and execute it, leaving you with a team that is poised for continuous improvement.
We get a lot done in a short space of time. Having us come on board as a dedicated team of experts means that we can boost your support team at an elevated rate - usually delivering results within the first few weeks.
We'll look at every aspect of building a high performing team:
Voice and Identity
We create a support identity based on your brand that your team can anchor to.
We help configure and optimise your chosen customer support software, enabling a true omni-channel setup and unlocking opportunities to drive efficiency.
We help you drive consistency by measuring your team’s adherence to your procedures.
We help you attract and identify great team members for your support team.
We create engaging written content and find easy, relevant ways to present it to your customers (including bots, help centre articles etc.)
We help you determine if outsourcing is right for you, find your ideal outsourcing partner and set them up for success.
We build training experiences that create team engagement and mirror the support experience you want to create for your customers.
We help you find the best way to measure and action your customer satisfaction feedback.
We make sure your team is setup for long-term success by embedding coaching and development practices that drive engagement and results.
We help ensure your support channels give your team the flexibility it
We optimise and document your customer support procedures.
Our plans are 100% tailored to your objectives.
Build your support team
Openmarkets is one of Australia’s largest retail brokers, clearing more than $50 billion in trades annually across more than 200,000 accounts. Much more than that, they provide a full range of white-labelled technology solutions across onboarding, order management, managed accounts, risk management, client management and advice.
When the Koda team arrived at Openmarkets, the support function was blended with the back-end operations team. Most customers contacted the team via phone or email. Processes were cumbersome - many requiring forms, wet signatures etc. It resulted in unnecessary back-and-forth and poor experiences, even for high value customers. Self-service content lacked important details and was written from an internal employee perspective. All in all, there was little sense of an identity across the support function.
What we did
Fast-forward 60 days and Openmarkets had a brand new support team to lean on. Koda recruited a talented group and built an engaging onboaring experience to set the tone for brilliant customer interactions. Before the team arrived, we made sure all processes were documented, all self-service content was rewritten, and new metrics were ready to go. We worked with Zendesk to optimise workflows and launch chat and phone in an omni-channel setup. We also launched a CSAT program using Medallia's award-winning Stella Connect software.
Results at a glance
In their words
“To Ricardo, Annabelle and Lauren, thank you for staying a bit longer with us and enjoying their usual comfortable habitat of a warzone. Well done on fielding record volumes of traders coming through through a new channel – CHAT!”
CEO, Openmarkets Group
“This has been the single-best onboarding process I have ever gone through. You guys have made it so seamless and simple, and are always so supportive and generous with your time”
Team Lead, Openmarkets Group