General Information About
Customer Support Department
The customer support team is considered one of the most important departments in companies because it provides the direct connection between the customers and the organization.
Employees of the customer support team provide assistance to customers regarding their questions and problems. A customer support employee must be friendly, intelligent, have sufficient knowledge of the product, as well as the ability to get out of difficult situations quickly and correctly.
At VBET, customer support specialists provide high-quality service through online chats and calls.
Meet Our Team
Lilit Tadevosyan
Head of Operational Performance
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Mekhak Bezhanian
Head of Customer Support
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Customer Support Department
Customer Support Team is responsible for:
- Customer service
- Solving customer questions and problems
- Raising the issues related to the website
- "Sale" of products and promotions available on the website
Main working tools and platforms the team uses:
- AGP - used to verify customer data
- Zulu - program for call handling
- Hoory - program for replying to chats
- LiveChat - program for replying to chats
- Google Forms - for submitting bonus applications
- Google sheets - for creating reports
- Pandayo Plus - for internal communication
- EVE - for opening vacation tasks or reference tasks
- Wiki - to get information about all products and departments of the company
- Jira - a program for creating tasks
Prof Team uses all of the above programs for checking the work, as well as:
- QueueMetrics – for calls and report generation
Working procedure:
Workflow for operators:
At the beginning of the working day, each operator is informed in advance what function they have to perform on the given day. Then they start their work, and in case of unclear questions or difficult situations, they turn to the senior operator for help.
Workflow for Senior Operators:
At the beginning of the working day, each senior operator preliminarily distributes work after which they start working. They check the problems of the previous shift and whether those problems have been solved or not.
If those problems are solved, the operators are informed about it through the general Pandayo Plus channel.
During the shift, senior operators respond to emails, send internal emails to customers about bonus requests and responses to open requests on the Jira platform.
New employees get help with integration into the work process:
Workflow for Skin Lead:
The Skin Lead is responsible for the work of the employees of the given skin and for solving the problems of the given skin.
At the beginning of the working day, they check the problems of the previous shift and check whether they have been solved or not.
Check QM files and send and discuss errors with employees.
If necessary, they get in touch with the heads of other departments for the settlement of global problems.
VBET CS Shift Lead: Responsibilities
The Shift Lead ensures smooth operational continuity of the Customer Support team and provides immediate technical oversight during each shift. They lead the investigation and swift resolution of global technical issues, generate the Daily Operational Report with accurate performance metrics, and manage shift workflows in line with SLAs. Additionally, they handle administrative compliance, support agents across regions, and serve as the primary escalation point for complex customer cases.
The Executive Assistant deals with employees’ administrative issues, schedule changes, and other issues assigned by the CS Head.
The Prof Team deals with checking the work done by the CS department employees: chats, calls, emails, internal notifications, forwarded requests and various other work related to customer service.
They work with the marketing team, receive and transmit information on promotions, bonus offers, changes, procedures to the CS department. They are also involved in improving the Hoory program and AI learning.
The team also prepares various reports. Creates various Google Sheets and Google Forms for the purpose of work improvement and coordination.
Submits reports on the department's work on a daily, weekly, and monthly basis, or as requested by the head.
