CLient Engagement & Communication POLICY

Our commitment: At Koat Agency, we prioritize clear and consistent communication with our clients. This policy outlines our expectations and procedures for effective engagement throughout your project with us.

Response Times:

  • Urgent inquiries: We aim to respond to urgent inquiries within 60 minutes via phone or 24 hours via email.

  • Standard inquiries: We typically respond to non-urgent inquiries within 48 hours via email or 2 business days via phone.

Client Updates:

  • Frequency: We provide regular updates on project progress, typically 3 times per week via email or google chat.

  • Format: Updates will include summaries of completed tasks, upcoming milestones, any potential challenges, and next steps.

Reporting:

  • Types of reports: We offer project overview reports, detailed performance reports etc depending on your project needs.

  • Frequency: Reports will be delivered frequency (Weekly, monthly, quarterly etc), with the option for more frequent updates upon request.

Client Onboarding:

  • Process: Onboarding includes a kick-off meeting to discuss project goals, expectations, and communication preferences.

  • Communication: We provide welcome materials and a dedicated point of contact throughout the onboarding process.

Progress Meetings:

  • Frequency: Regular progress (virtual) meetings occur frequently ( bi-weekly, weekly or monthly].

  • Agenda: Meetings will cover project progress, address concerns, and discuss upcoming deliverables.

Conflict Resolution:

  • Open communication: We encourage open communication to address any concerns promptly and professionally.

  • Escalation process: If concerns cannot be resolved within the team, a clear escalation process exists, involving senior management if necessary.

Additional Notes:

  • This policy is subject to change, and we will inform you of any updates.

  • Specific communication plans may be adapted for individual projects as needed.

  • We value your feedback and encourage you to communicate openly with us to ensure a successful collaboration.

By following these guidelines, Koat Agency strives to foster a transparent and collaborative relationship with each client, ensuring clear communication and a successful project journey.