Customer Success & Support Guide

This guide outlines Oobeya’s customer success and support approach, detailing how we assist you from onboarding to continuous engagement.

Welcome to Oobeya! Our mission is to ensure your success with our platform by providing a structured onboarding process, continuous support, and proactive engagement to help you maximize the value of our solutions.

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Getting Started with Oobeya

We have designed a detailed onboarding process to make your transition to Oobeya as smooth as possible.

Onboarding Process

Step 1: Discovery & Kickoff

• An initial meeting can be scheduled to discuss your objectives, requirements, and success criteria.

• We will align expectations and define key milestones for your onboarding journey.

• A roadmap for implementation will be created based on your needs.

Step 2: Onboarding

• You will receive login credentials and access to Oobeya.

• Our customer success team will assist you in configuring your workspace.

• Integration with existing tools and systems will be established.

• You will be guided through setting up team structures, setting up initial analyses, etc.

Step 3: Training & Enablement

• We provide training sessions tailored to your team’s use cases.

• Step-by-step documentation is available at docs.oobeya.io.
• Dedicated Q&A sessions will be conducted to address specific challenges.

Step 4: Validation & Go-Live

• A final review session ensures that all configurations meet your requirements.

• We will assist in setting up initial use cases, running analyses, and verifying integrations to ensure system functionality aligns with your needs.

• Upon approval, your team will be able to fully integrate Oobeya into daily workflows.

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Ongoing Support & Assistance

Our support team is here to assist you through multiple channels.

Support Options

• Self-Service Knowledge Base: Comprehensive guides and FAQs are available at docs.oobeya.io.
• Email Support: For direct assistance, email [e-mail] with a detailed description of your issue.

• Helpdesk Ticketing: Submit tickets and track resolution progress through our portal.

Issue Resolution Process

Step 1: Self-Service Troubleshooting

• Before reaching out, check our documentation at docs.oobeya.io for solutions to common problems.
• Browse FAQs, troubleshooting guides, and best practices.

Step 2: Submitting a Support Request

• If the issue persists, send an email to [e-mail] or submit a ticket via our helpdesk.

• Include necessary details such as:

  • A clear description of the issue

  • Steps taken before encountering the problem

  • Screenshots or error messages (if applicable)

  • System environment details

Step 3: Technical Analysis & Response

• Our support team will acknowledge your request and categorize it based on priority.

• A specialist will analyze the issue and provide a resolution or workaround.

• If further investigation is needed, an estimated resolution time will be communicated.

Step 4: Escalation Process

• If the issue requires deeper technical expertise, it will be escalated to the engineering team.

• Updates will be shared throughout the resolution process.

• Once resolved, a summary of the solution will be provided.

Staying Engaged with Oobeya

To ensure continuous success with Oobeya, we offer ongoing engagement opportunities.

Customer Success

Step 1: Monthly Check-Ins

• We conduct monthly check-ins to discuss progress, challenges, and new goals.

• Any necessary adjustments or additional training will be provided based on feedback and usage insights.

Step 2: Feature Updates & Best Practices

• Stay informed about the latest product enhancements and updates.

• Our team will share best practices to optimize your workflows.

We are here to support you every step of the way. If you have any questions, don’t hesitate to reach out!