Department 12
Customer success and support
- 12.1Partner onboardingThe first week with a partner, checklistsFive partners, one checklist, and a first brief shared within a weekDraft
- 12.2Help centreEvery article a brand needsThirteen help articles, plain answers, and one Fetch line where safeDraftFive versions
- 12.3Support processChannels, response times, who answersSupport is one inbox with no rules yet, so we drafted someNeeds you
- 12.4Known issuesWhat is broken now, and the workaroundWhat is broken for partners today, each with a workaroundDraft
- 12.5Partner healthSignals that a partner is thriving or slippingNo partner health score exists, so we sketched green, amber, redNeeds you
- 12.6Feedback loopHow feedback becomes a fix, and closes backEvery report becomes a fix for every brand, then a note backDraft
- 12.7Notices to customersIncident, maintenance and change noticesNo notice system yet: six templates, and Fetch stays off bad newsDraftFive versions
- 12.8Briefs sent to our teamHow one is received, tracked and deliveredA brief sent to our team gets a ticket and five statusesDraft
- 12.9Data requestsExport and delete requests, and how we handle themDelete requests are answered within 7 days, by hand on productionDraft
- 12.10Every messageEvery email and in-product message, in one listEvery message we send, and where Fetch may add a lineDraftFive versions