Like customer service, technical support (also called tech support) is an integral part of helpdesk services, and relates more to the technical aspect of support services. Technical support is more dominant in technology based industries such as telecommunications, electronics, consumer goods and automobiles but is also pervasive in finance and banking sectors. Trouble shooting, user support and installation assistance are some of the most common technical support tasks for customers.
Customer support has become an important barometer to measure overall satisfaction of customers with products or services of an organization. These days firms need to employ skilled people (with technological background) to cater to technical customer queries which can be as simple as questions related to product functionality, or as complex as how to integrate a product or solution with third-party tool. The technical support has to ensure best service with quickest turn-around time with the help of Voice interactions, E-mail, Chat, SMS and web-based services. It is also imperative to analyze queries and enable self-service for routine by creating with a FAQ (Frequently Asked Questions) Repository. For a customer, searching for technical data can be like finding a needle in a haystack the amount of information on the web, product manuals, database, etc is too much. That is why, it is important to streamline the information about your product so that your customers do not spend hours searching for a simple answer.
Our comprehensive inbound solution will not only help your agents attend to customers quickly, it will also help you organize your data so that your customers know exactly where to look for the desired information. With the IVR and ACD intelligently managing calls and directing them to the competent agents (skill-based routing), your customers in queue waiting in the call queues can also explore the IVR menus and get answers to their routine concerns without waiting for an agent. With better queue management, they will not lose their place in the queues while they listen to pre-configured responses to generic queries.
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Optimize call routing
A large fraction of inbound calls are from customers seeking routine information. Such calls can be served by the IVR system by creating broad categories of issues faced by customers, and further branching out to sub-categories as the issue gets more specific. Such functionality can be envisioned by an IVR tree here every end node represents highly specific information. Good planning and implementation of a tree can drastically reduce the call pressure on agents, who can focus on customers with complex issues that can't be addressed by an automatic attendant. You can also create workgroups according to skills where certain agents who are proficient with a certain aspect of the product or service, can attend to customers seeking such help. Moreover, you can also cut back on call times by reducing the number of call transfers between agents, as well as the waiting time for callers in queues. Issue escalation empowers your customers to raise the priority of their problems and have someone from second level support (supervisors, on-site support) attend to them immediately.
Manage information effectively
With the help of voice recording, data capturing and reporting capabilities, you can monitor and analyze real-time information and identify most common issues. You can create FAQ section on the web and create universal response to any routine issue, or simply design an IVR tree (using IVR designer) for quick self-service. Our 200 customizable reports will help you to zero-in on technical issues most often reported issues and perform RCA (Root Cause Analysis), analyze call trends, agent responsiveness, process effectiveness and overall customer satisfaction levels. Additionally, you can enhance your product by eliminating concerns that are reported most by customers. This will enable you to reduce your inbound calls by upto 80% and save up on manpower and infrastructure costs. With Service Level Agreement (SLA) management you can constantly exceed expectations of your customers, and improve your customer loyalty.
Manage and train your personnel
The monitoring and training capabilities of our solution enable you to train, coach and educate your workforce. With comprehensive supervision, you can barge and snoop on agents, or join them via conferencing to ensure that your agents are providing service of the highest quality. Your agents can also transfer calls to other agents who are better equipped to respond to certain queries, or escalate issues to second level support. Your supervisors can also monitor live agent activity and customer information remotely using a web-browser.
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