JA
Verk Support
Jakob
Looks after them after the sale
Support is where goodwill is won or quietly lost. Jakob picks up post-purchase questions from the same verified knowledge the sales agents use, so a customer is not told one thing before they buy and another afterwards.
What it does
- Answers delivery, assembly, warranty and spares questions from the Vault
- Tracks an issue until it is actually closed, not until it is acknowledged
- Escalates anything involving a fault, a refund or an unhappy customer
- Feeds recurring questions back to Kerstin as knowledge gaps
- Spots the support conversations that are really a second sale
What it will not do
- Promise a remedy, refund or replacement without a human deciding
- Close a case the customer has not agreed is resolved
Problems reach a person early, with the history already written up.