How Kids Web Services makes parent support simple
April 3, 2023
In our previous blog post, we discussed how we optimized our parent verification process for higher conversion. However, there will be instances where parents require additional support. In this post, we’ll discuss how Kids Web Services (KWS) provides such assistance and explore the various best practices that we use.
In 2022, more than half of all inbound queries came from English-speaking regions. However, Spanish and French language queries also featured heavily—making up over 25% of all tickets received. To accommodate these queries, our support team is trained to respond to parents in these key languages, as well as an additional 11 languages in order to ensure maximum inclusivity.
Due to the geographical spread of parents across multiple regions, we also chose to provide 24/7, “follow the sun” support.
How can our KWS Parent Support team help you?
As part of the KWS offering, SuperAwesome provides support to parents who are having issues with the KWS Consent Management and/or Parent Verification service. The support covers queries such as:- Who is SuperAwesome?
- Why am I being asked to verify that I am an adult?
- What verification methods are available for me to use?
- What happens to the information I provide during the verification process?
In 2022, more than half of all inbound queries came from English-speaking regions. However, Spanish and French language queries also featured heavily—making up over 25% of all tickets received. To accommodate these queries, our support team is trained to respond to parents in these key languages, as well as an additional 11 languages in order to ensure maximum inclusivity.
Due to the geographical spread of parents across multiple regions, we also chose to provide 24/7, “follow the sun” support.
User experience
During each step of the parent verification process, the parent can reach out to the support team by clicking the ‘Help’ or ‘FAQ’ links at the page's footer (example pictured below).
This link will direct them to our Parent Support site. This website houses all of our FAQs regarding parent verification, parental consent, account management, adult verification and data retention.
We know that not all parents understand the need for verification and COPPA/GDPR-K. This is why all FAQs are written in a simple, easy-to-understand style which is intentionally kept short and to the point.
Should they be unable to find the answer to their query, parents can also contact our Support team directly from this page.
Please note, we currently only offer support via email and live chat (first line support only). We do not plan to provide telephone support, as we do not believe it to be a scalable option. Neither do we currently have plans to provide support via social media (Facebook, Twitter, etc). Any parents contacting us through social media will be forwarded to the Parent Support site.
In 2022, more than 80% of end-user queries were resolved by our First Line Support team within 24 hours with only a single response. On average, this team responds to queries in less than six hours. This outperforms the industry standard which is often more than 24 hours.
Despite our best efforts, our First Line Support team cannot resolve all issues. Any issues in need of further investigation are escalated to our Second Line team. The current escalation rate to the Second Line team is less than 5%.
Should the Second Line Support team be unable to resolve an issue, the ticket is escalated to our Third Line Technical team. Less than 1% of all tickets raised will reach this team.
If you’re a small business and do not have a support team yet, the benefits of using the Parent Support team are even more significant. No need to hire or train existing staff, we’ll take care of everything for free.
You can sign up for a free developer account here. For more information about KWS’ Parent Verification service, read the documentation here. If you have any questions, please reach out to the support team via the developer community.
We know that not all parents understand the need for verification and COPPA/GDPR-K. This is why all FAQs are written in a simple, easy-to-understand style which is intentionally kept short and to the point.
Should they be unable to find the answer to their query, parents can also contact our Support team directly from this page.
Please note, we currently only offer support via email and live chat (first line support only). We do not plan to provide telephone support, as we do not believe it to be a scalable option. Neither do we currently have plans to provide support via social media (Facebook, Twitter, etc). Any parents contacting us through social media will be forwarded to the Parent Support site.
How successful are we?
Our Parent Support team aims to resolve your end-user queries quickly and efficiently. We measure our success by analyzing our response times, resolution rates, and escalation rates.In 2022, more than 80% of end-user queries were resolved by our First Line Support team within 24 hours with only a single response. On average, this team responds to queries in less than six hours. This outperforms the industry standard which is often more than 24 hours.
Despite our best efforts, our First Line Support team cannot resolve all issues. Any issues in need of further investigation are escalated to our Second Line team. The current escalation rate to the Second Line team is less than 5%.
Should the Second Line Support team be unable to resolve an issue, the ticket is escalated to our Third Line Technical team. Less than 1% of all tickets raised will reach this team.
Why not start using KWS today?
By using the KWS Parent Support team, you’ll be able to concentrate on more important things without the need to train your current support team to handle KWS and parent verification-related tickets—all while knowing your end-user's queries are in well-trained, safe hands.If you’re a small business and do not have a support team yet, the benefits of using the Parent Support team are even more significant. No need to hire or train existing staff, we’ll take care of everything for free.
You can sign up for a free developer account here. For more information about KWS’ Parent Verification service, read the documentation here. If you have any questions, please reach out to the support team via the developer community.