Abstract

This guide provides an in-depth overview of the processes, tools, and best practices for managing customer inquiries and incidents within the Cardlytics Global Customer Support team. It is designed to ensure team members understand the proper workflows and communication protocols necessary to maintain exceptional service levels and enhance customer satisfaction.

Overview

The Cardlytics Global Customer Support team operates with a structured and tiered approach to efficiently handle customer inquiries and incidents. Support is available during standard business hours, and customers have access to clearly defined communication channels for general support and emergencies. By leveraging a well-defined tier system, the team ensures that issues are resolved promptly and escalated appropriately when necessary.

Summary

This guide serves as a comprehensive reference for the Cardlytics Global Customer Support team, highlighting the following key components:

Support Channels and Communication
- Operating Hours: Monday to Friday, 9:00 AM – 9:00 PM ET.
- General Support: [email protected].
- Emergency Requests: [email protected].
Support Tiers
- Tier 1 (Platform Support): Handles straightforward issues, gathers initial information, and performs basic troubleshooting. Escalates unresolved issues to Tier 2.
- Tier 2 (Integration Consultants): Manages complex technical and integration issues. Collaborates with engineering teams if necessary to resolve advanced cases.
- Tier 3 (Developer Experience/Engineering Support): Addresses the most challenging technical problems, requiring code-level expertise and detailed investigation. Issues are escalated here only after thorough analysis by Tier 2.

This guide is intended to support team members in delivering effective and timely solutions while maintaining high levels of customer satisfaction. By adhering to these best practices and workflows, the Cardlytics Global Customer Support team ensures a consistent and professional approach to issue resolution.