We partner with global organisations to deliver omnichannel technical support services to users by phone, email, live chat, chatbots, and other logging tools.
Depending on the industry and product, our teams offer detailed technical guidance— to the more practical elements of customer service. Our efficient help desk solutions contribute to the delivery of our clients’ overall customer experience agendas.
Tiered Technical Support
We understand that establishing your technical support function, or making changes can be challenging, especially as your company scales, or you experience a period of growth. Our leaders have delivered multilingual technical support services to global organisations for more than two decades.
We offer structured technical support to help our clients deliver excellent customer experiences. We design and deliver outsourced and managed service tiered support based on the complexity of issues. Our service desk models are designed to:
- Proficiently address and meet customers’ needs
- Quickly resolve uncomplicated user issues
- Determine a timeline and procedure for more complex issues
- Deliver increased employee engagement and satisfaction
- Improve employee onboarding, career progression, and retention
- Gather feedback and meaningful insights for product upgrades
Our tech support agents access clients ticketing systems to provide end-user support using telephony, email, webchat and remote support options. 24x7 support staff work with teams in global locations providing Security Services and Network & Server Management.
Basic help desk resolution and service desk delivery for issues like password reset to help users locked out of accounts. Tier one support agents identify the customer’s query and offer tips on how to manage and resolve the problem.
Experienced support agents use a diagnostic approach to evaluate if it’s a new or existing issue, and offer a more in-depth solution to the customer.
For complex issues, customers access top level support. Our highly-skilled support agents explore the root cause of the problem to determine the repair process and apply the best resolution.