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Technical support is processing of all incoming calls concerning technical and operational issues in accordance with corporate standards of your company. These services help users solve their problems connected with the product.
The biggest advantage of call centers, proving technical support, is the absence of lunch breaks, weekends and holidays; they work around the clock. Thus none of the incoming calls is missed. Moreover, your employees don’t have any more to waste their time on talking to customers about technical problems, focusing mainly on product sales and promotion. Furthermore, you can buy a phone number to which all calls concerning technical issues will be forwarded.
Organization of technical support by contact center is a set of services when the operator receives calls from customers and answers typical questions about the operation of the goods. Only the unique and non-standard cases are transferred for further investigation and settlement to the specific departments of the company.
Telephone counseling is performed by a technical support representative, specially trained in operational features of your product. When talking with customers, service center operator always complies with corporate policies of your company.
We form detailed reports on each call, measures taken and technical support situation as a whole. This allows following up the problems arising and the necessary changes to be done.
Providing your clients with customer support 24/7/365 with high level of performance, efficiency and literacy, you ensure your company:
fast and efficient inflow of consumer audience;
growth of confidence level in your company;
reliable and continuous client assistance throughout the whole activity of your company.
Technical support on the basis of call-center is an effective solution to a wide range of customer questions related to the usage of products or services. Each client promptly receives the necessary guidance and quality answers from the professionally trained specialists.
A module broke
Ideal solution for small, medium and large businesses.
Daily monitoring of conversion rate, upsell and cross-sallings on your project. Systematic work on conversion increase for your online store.
You pay only for the time that was actually used for communication with clients by the project operator during the reporting period. No payment for down-time of your managers at the workplace.
Project preparation takes from 2 up to 5 days. This is the ideal way to test quickly a call center for your business.
Complete adjustment of the whole infrastructure for calls receiving, distribution and forwarding (any difficulty) + setting of answering machine (IVR), if necessary.
Ability to track the total traffic and each call of the project with a help of user-friendly interface of personal account. Recording of any of the calls is accessible within a mouse click.
Work with traffic from 1000 to 100 000 minutes per month. Flexibility to adjust and add capacities when needed.
Listening to the operator’s calls, assessment of call’s specifications, monthly client survey for service compliance with the initial expectations and requirements.
PROFESIONALLY TRAINED OPERATORS
Ongoing process of staff development through work-shops and trainings on the project subjects, sales, client orientation, handling objections, etc.
Reduction of costs due to absence of paid holidays, sick leaves, compulsory leaves + payment only for actually worked time + a chance to set in advance the limit on call duration, which will be followed by the operators in every conversation.
At the strategy stage the project team solvesthe main taskof the project:identification andselectionof the target audiencefor your product. After selecting thetarget audienceand determine itsneeds thatcan be satisfied by yourpromotedproduct,we make adetailed work plan forthe project, whichwill allow you tosee and understandevery stepof our work.
During the implementation phase the project team moves to the goal points, clearly following the agreed plan. All the workis complementedwith detailed reportins, which are providedto the partneron a requested schedule. In case of need to add anychanges to the initial project strategy - it can be madeafter a consultation with theresponsiblemanager.
Any actionsandresults on any project stageare controlled bynot onlythe responsiblemanager, but also quality control staff.Any results of the projectcan be evaluatedona 10-pointsystem.In case of getting low ratingson anyof these indicators, the project will be put under senior specialist control, as well as a dedicatedquality control specialist will be added to the project.
A detailed analysis of the project, completed with customer comments regarding the results and attracted profit, is needed for adjusting the initial project plan to achieve better results in the next project. These changes may include changing the target audience, changes in the dialogue with a client, use of additional tools to attract consumers etc.