👋About Us
Why read this? Because every policy, KPI, and command exists for one reason: customer satisfaction. Happy customers rebuy. That rebuy funds your payouts.
🌟 The 4 Core Principles of UB.GG
1. Customer Satisfaction UNBANNED.GG strives on customer satisfaction. The better the experience, the more likely customers repeat buy.
2. The Customer Is Always Right Never lash out, argue, or blame. Imagine buying a $1200 iPhone from Apple—how would you feel if support was rude or useless?
3. Role of Care As support, you are responsible for improving every customer’s experience. Give undivided attention and help to your best ability.
4. Above & Beyond Use YouTube, ChatGPT, your own research—don’t stop at “basic.” Customers are ultimately the ones paying you.
✨ Have Fun You’re human. Balance your life. But when on shift, give UB.GG your full focus.
🧠 Short Story
You buy an expensive device online. It arrives. It won’t work. You open a support chat. – Version A: Two agents talk over each other. You repeat yourself 3 times. They paste vague replies, disappear, and ask you to “be patient.” You leave frustrated—and you never buy again. – Version B: One agent greets you by name, summarizes your problem, gives 3 precise steps, checks back in, escalates instantly when needed, and thanks you. It works. You leave a vouch, tell a friend, and you’d happily buy again.
At UNBANNED.GG, we choose Version B—every time. Our rules, tools, and KPIs exist to make Version B the default.
🎯 What “good” looks like (the 4 rules)
Be kind. Never argue. Never blame.
Be clear. Summarize what you see, state the next step, and own the outcome.
Be quick. Target First Response ≤ 6 min and Resolution ≤ 35 min once KPIs are running.
Escalate early. If it needs a reset/owner/admin, escalate—don’t drag.
📏 KPIs you’ll hear about
FRT (First Response Time): ≤ 6 minutes (after team is on-shift).
Resolution Time: ≤ 35 minutes (after team is on-shift).
CSAT: ≥ 90% positive (👍 or 4–5/5).
Idle tickets: 0 at shift checkpoints (when on-shift).
Note: Clock-in required. KPIs start only when your team is on-shift. If no one is awake, the bot tells the customer and pauses KPIs.
🧭 In tricky moments (copy-ready lines)
Rude customer: “I’m here to help, and I understand this is frustrating. Let’s get this fixed quickly.”
We caused the issue: “That’s on us. Here’s what I’m doing right now to fix it.”
Longer wait: “Thanks for your patience. I’m escalating this so you don’t wait longer than needed.”
Disagreement with staff (never in front of customer): Use a
.staff-only note, resolve internally, keep the thread professional.
Last updated