Universal Support Team: Roles & Responsibilities

Overview

The Universal Support Team plays a critical role in delivering high-quality support to live service clients. Their responsibilities include campaign planning, proactive client outreach, quick edits, and ensuring First Call Resolution (FCR) whenever possible.

This guide provides an overview of who Universal Support works with, what they handle, and how they create value for clients.

Who Does Universal Support Work With?

The Universal Support Team collaborates with:
✔ Campaign Creation Team – To enhance client campaigns.
✔ Customer Success Leads – To ensure clients receive the best experience.
✔ Live Service Clients – Handling support requests and providing strategic guidance.

What Does Universal Support Do?

Monitoring & Client Engagement

- Monitor the main support line to assist clients.
- Proactively reach out to clients to discuss campaign performance.
- Gameplan marketing strategies to improve traffic, conversions, and rankings.
- Assist with client edits to websites, SEO, and social media.

Providing Value to Clients

Universal Support ensures client satisfaction by making proactive improvements, such as:

- Website Updates:

• Add CTA (Call-to-Action) buttons.
• Update holiday hours and special offers.
• Add review badges for credibility.

- SEO Enhancements:

• Optimize Google My Business (GMB) & Uberall listings (Business Description, Hours, Logos, Photos).
• Expand SEO keywords and enhance service area pages.
• Update meta descriptions and improve internal linking.

- Social Media & Targeting:

• Update Facebook cover photos & posts.
• Make NAP (Name, Address, Phone) updates.
• Refresh retargeting ads & loyalty promotions.
• Submit quarterly targeting updates & reports.

Game Planning for Campaign Success

The Universal Support Team creates customized strategies for clients to help them achieve their marketing goals.

Step 1: Prepare for the Client Call

✔ Pull the most recent report and compare it to earlier reports.
✔ Google the client’s location – Look at population size and nearby cities.
✔ Check for outstanding action items (GMB, primary domains, social media presence).

Step 2: Define the Focus Area

? Traffic Boost – More website visitors.
? Conversion Increase – More calls, form submissions, or bookings.
? Ranking Improvement – Higher search engine rankings.

Step 3: Create a Value-Driven Plan

✔ Identify which marketing actions will help (SEO, website changes, ad retargeting).
✔ Determine which tasks Universal Support will handle and which tasks the client must complete.

Types of Requests Universal Support Handles

Quick Edits (First Call Resolution Focus)

Universal Support aims to resolve issues immediately if the edit is faster to complete than submitting a ticket.

✔ Basic Edits – NAP (Name, Address, Phone) updates on the website & Google Business Profile (GBP).
✔ "On the Fly" Edits – Small content tweaks and quick changes.
✔ Photo Uploads – Adding or updating images.
✔ Billing & Package Inquiries – Answering client account questions.

Note: Universal Support only edits TSI websites, not external/non-TSI sites.

Ticket Submission for Larger Requests

For larger changes, Universal Support submits tickets to the appropriate teams:

What Makes a Good Ticket?

✔ Be Specific – Provide detailed instructions with no ambiguity.
✔ Keep It Organized – Separate requests by page and list individual items clearly.
✔ Attach Screenshots – Visuals help ensure accurate execution.
✔ Use Examples – When words don’t fully explain, provide reference images or links.
✔ Proofread Before Submission – Double-check details and attached files.

Key Takeaways

✔ Works directly with service clients to meet and exceed expectations.
✔ Delivers value through proactive outreach and continuous improvements.
✔ Handles quick edits over the phone, ensuring First Call Resolution (FCR).
✔ Creates customized marketing gameplans to drive client success.

? First Call Resolution is always the priority!