CUST-20 Support Channel

What is CUST-20 Support Channel Control?

The CUST-20 Support Channel talks about how creating a process for your customers to submit any product issues or complaints is an integral part of the customer experience. The support channel must be easily accessible and effective.

Most organizations use customer support tools such as Zendesk or JIRA to manage customer requests.

Available tools in the marketplace

The following listing is “crowdsourced” from our customer base or from external research. TrustCloud does not personally recommend any of the tools below, as we haven’t used them.

Available templates

TrustCloud has a curated list of templates, internally or externally sourced, to help you get started. Click on the link for a downloadable version:

• N/A: no template for this section

Control implementation

To implement this control,

1. Document the customer support process and define the Service Level Agreement (SLA).
2. Install a customer support ticketing system tool.

Above and beyond—not required:

1. Meet the established SLA.

What evidence do auditors look for?

Most auditors, at a minimum, are looking for the below-suggested action:

1. Provide a screenshot of the ticketing system and an example of a customer ticket
2. Above and beyond—not required:
   1. Upload tracking of SLA metrics

Evidence example

For the suggested action, an example is provided below:

1. Provide a screenshot of the ticketing system and an example of a customer ticket.
   The following screenshot shows an example of a customer process in TrustCloud.
   
   The following screenshot shows the use of Zendesk to document and track customer-related issues in TrustCloud.
   
   Here is an example of a completed ticket.
   
2. Upload tracking of SLA metrics. Meet the established SLA and upload SLA performance metrics.
   This screenshot shows a tool reporting on a defined SLA. Many tools are available to generate such reports. The goal is to share the reporting with executives and track any action items resulting from the sharing of these metrics.
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