Response to Defects/Requests
The programmer registers all requests from clients as well as notifications from within the company, and the architect decides on the response. The architect asks the project manager’s advice when necessary.
. Support Process
This process involves requests from clients regarding SEO or design changes, as well as improvement suggestions from within the company. The director decides on how to handle each case.
. Inquiry Response Process
This process defines how a contact center responds appropriately to direct emails from clients as well as inquiries from website forms. The created response is checked by a peer and automatically sent. Technical advice is sought when necessary. Furthermore, after the response is sent, the leader’s judgment on quality & time of response is recorded and saved.
. Complaint Response process
This process is for handling complaints against articles. The writer of the article in question decides on how to respond, and the contact counter responds to the complaint by email or phone. The contact counter staff should be composed by new employees who can relate to general readers.
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