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Customer Support & Customer Experience by Projet
Serving Dombivli MIDC, Thane, Maharashtra

Customer Support & Customer Experience Provider in Dombivli MIDC, Thane, Maharashtra

Enquiry handling, phone and email support, complaint tracking, feedback collection and retention support for businesses that want to look after customers better.

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Overview

Projet provides customer support teams that handle enquiries, resolve routine issues and keep track of complaints until they are closed. We respond through phone, email and messaging channels using a knowledge base built with your team, and we escalate matters that need your specialists with the full context attached.

This service is intended for businesses whose customers expect timely, accurate answers but whose internal teams are stretched. It suits e-commerce and retail brands handling order queries, financial-service providers managing service requests, developers supporting buyers after booking, and SMEs that want a professional support function without building one from scratch. Beyond answering queries, we collect feedback and highlight recurring issues so that underlying causes can be addressed.

Business challenges we help solve

Enquiries scattered across channels

Questions arrive by phone, email, WhatsApp and social media, and without a single process some are answered twice while others are missed.

Complaints that remain open

Issues are passed between departments without ownership, so customers repeat their story several times and wait longer than they should.

Inconsistent answers to customers

Different staff give different information about policies, timelines or products because there is no shared, updated knowledge base.

Feedback that is never used

Customer comments are not captured systematically, so recurring problems are not identified or fixed at the source.

Responsive, well-organised support that keeps customers informed

Projet sets up a structured support desk around your channels, policies and escalation paths. We build a knowledge base with your team, log every enquiry and complaint in a ticketing tool or tracker, and assign clear ownership until each case is resolved or escalated. Our agents respond within agreed working hours and follow approved tone and wording. Regular reports summarise volumes, open cases and recurring themes, and we collect structured feedback to support retention and service improvements.

What's included

Enquiry handling

We answer product, service, order and policy questions using an approved knowledge base and route specialised queries to your team.

Customer service calling and email support

Our agents handle inbound calls and emails and make outbound calls to update customers on open cases.

Complaint and escalation tracking

Every complaint is logged with a reference, category and owner, and tracked through escalation until it is closed.

Feedback collection

We collect feedback after interactions or purchases through short calls, messages or forms, and summarise the results.

Retention and satisfaction support

We contact customers at risk of leaving, follow up on unresolved concerns and support renewal or re-engagement efforts.

Key features

  • Shared knowledge base: Approved answers are documented and updated as policies or products change.
  • Ticket-based tracking: Each case carries a reference number, history and status for full traceability.
  • Defined escalation paths: Issues needing your specialists are escalated with complete context to the right person.
  • Omnichannel coverage: Phone, email, WhatsApp and website chat can be handled within one process.
  • Root-cause tagging: Cases are tagged by cause so recurring issues are easier to spot.

How it helps your business

Fewer missed enquiries

A single tracked process helps ensure each customer query receives a response.

More consistent answers

Customers receive the same accurate information regardless of who responds.

Clear ownership of complaints

Every issue has an owner and a status, reducing the need for customers to chase.

Insight into recurring problems

Tagged cases and feedback highlight where processes or products need attention.

What you receive

  • Support process map and escalation matrix
  • Knowledge base of approved answers and policies
  • Configured ticketing tool or structured case tracker
  • Weekly support report with volumes, open cases and themes
  • Monthly feedback summary with recurring issues
  • Quality review notes from sampled interactions

Industries we support

Retail, Food, E-commerce & Distribution

Used for order queries, delivery issues, returns questions and post-purchase feedback.

Banks, NBFCs & Financial Services

Used for service requests, statement queries and complaint tracking handled in line with applicable regulations.

Real Estate & Property

Used to support buyers after booking with payment schedule, documentation and possession queries.

Startups, Entrepreneurs & SMEs

Used to provide a professional support function without building an internal team immediately.

How the engagement works

  1. Step 01

    Explain your support needs

    You share your channels, typical query types, volumes and support hours required.

  2. Step 02

    Review policies and query patterns

    We study past queries, policies and escalation needs to design the support process.

  3. Step 03

    Agree the support proposal

    You receive a proposal with coverage hours, channels, team allocation, tools and fees.

  4. Step 04

    Launch the support desk

    Agents are trained on your knowledge base, tools are configured and support begins.

  5. Step 05

    Report themes and improve

    Reports and reviews track open cases, feedback and recurring issues for action.

Serving Dombivli MIDC, Thane, Maharashtra

Looking for Customer Support & Customer Experience Provider in Dombivli MIDC, Thane, Maharashtra? Projet delivers Customer Support & Customer Experience for businesses in Dombivli MIDC, Thane and nearby areas through one coordinated team, with clear deliverables, structured workflows and regular reporting.

Customer Support & Customer Experience in Dombivli MIDC, Thane, Maharashtra, answered

Coverage hours are agreed based on your customers' needs and the volume of queries. Extended or weekend coverage can be included where the scope and team allocation allow it.

We can work with your existing helpdesk tool or set up a suitable one, such as Freshdesk, Zoho Desk or a structured tracker for smaller volumes. Licence costs, if any, are shown in the proposal.

Agents resolve queries that the knowledge base and your policies allow them to handle. Matters requiring approvals, refunds or technical investigation are escalated to your team with full details.

We agree target response windows in the proposal based on team size and volumes, and report performance against them. We do not promise outcomes that depend on factors outside the agreed scope.

Customer data is used only for handling their queries, access is limited to the assigned team, and handling rules are documented in the agreement and SOPs.

Yes, Projet offers Customer Support & Customer Experience for businesses in Dombivli MIDC, Thane, Maharashtra.

Coverage within Dombivli MIDC, Thane, Maharashtra is confirmed at enquiry.

Most work is delivered by our coordinated team remotely, with on-ground support in Dombivli MIDC, Thane, Maharashtra where the scope needs it. Timelines and reporting frequency are agreed in the proposal.

Use the enquiry form on this page with your requirement, expected scope and preferred start date. We'll assess it and share a clear proposal with deliverables and timelines.

Request a proposal

Share your requirement and expected scope — we reply within one working day.

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