Available channels:
- email (CSM email address is provided to the Client during onboarding)
- Phone (CSM phone number is provided to the Client during onboarding)
Promised response time: within 48 hours (except weekends and national/company holidays).
Premium support includes:
- Keyword finetune upon request. Delivered within 48 business hours.
- Sentiment finetune upon request with an NLP specialist (profile level sentiment fine tuning via coding). Delivered within 48 business hours.
- New keyword setup via analyst help. Delivered within 48 business hours.
- General availability for portal or service related questions or assistance.
Standard and Premium CSM support overview
|
Premium implementation items |
standard |
premium |
|---|---|---|
|
Defining Keywords |
✔️ |
✔️ |
|
Defining Time Period for Analysis |
✔️ |
✔️ |
|
Creating a User List |
✔️ |
✔️ |
|
Customised Report Views |
✖️ |
✔️ |
|
Customised PPT Analysis Scope |
✖️ |
✔️ |
|
Customized Alert and Newsletter Setup |
✖️ |
✔️ |
|
Portal Training |
1 time |
Up to 3 |
|
Output API setup (optional) |
✖️ |
✔️ |
|
Custom support response time |
Within 5 business days |
Within 48 hours |
|
Keyword finetune upon request. Delivered within 48 business hours. |
✖️ |
✔️ |
|
Sentiment finetune upon request with an NLP specialist (profile level sentiment fine tuning via coding). Delivered within 48 business hours. |
✖️ |
✔️ |
|
New keyword setup via analyst help. Delivered within 48 business hours. |
✖️ |
✔️ |
|
General availability for portal or service related questions or assistance. |
✖️ |
✔️ |