The necessary support and treatment customers receive from
an organization is a focal point in attracting new customers and retaining
the loyalty of existing ones.
The Method
The tough competition in today's businesses have given
rise to the utmost significance of customer support.
Catering to customer complaints and queries are one aspect of
customer support, but it is also necessary to
focus on the technical
problems that may arise concerning the products or services. Technical
support thus, comes in not just to provide excellence in customer care, but
to
help the clients reduce their operating costs, improve
customer
satisfaction.
Technical support requires a
professional team to work round the clock
in delivering higher value to customers. The
state-of-the-art
technologies and systems integrate the latest
CRM technologies
and processes to deliver
industry leading technical support
expertise to the customers. The technical support teams works to
assist
the customers experiencing technical difficulties and increase the use
and comfort with the clients' products and services. The customized
technical support services solve
the clients' customer care challenges.
The inbound call centre offer solutions that integrate
24-7,
personalized technical support services with advanced technologies for
knowledge management and automated support.
Advantages:
- The Escalation Process
- Monthly reports with detailed encounter analysis
- Customer can remote control technicians PC for training purposes
- Customized database for customer tracking
- Technical supervisor on duty at all times
- Customized Interface Development.
- Customized Agent Training.
- Program Implementation & System Management.
- Weekly reports with summary activities
- File transfer and PC updating during a support session
- Remote control of customer PC without downloading software
- Multi-lingual support
