Our tech specialists bring years of experience to each customer issue, including Level 1 and 2 support services.
Customers get answers through multiple channels, direct agent connection or self-service.
Skills-based routing directs call traffic, connecting customers to the right technicians.
Our experts can log in remotely to customer desktops to troubleshoot issues on the spot.
Technical support is only as good as the agents and technology behind it. To be adept, both need to adapt. Finding answers. Not reading scripts.
An automotive parts distributor engaged us to provide technical support to retail franchisees for its inventory system. Tech-support demand was extremely heavy at the beginning of each month. That’s when inventory systems were updated, and pricing information was pushed out to each franchise.
We designed a call-routing solution—turning a multi-day, call-back bottleneck into a 30-second response system. This enabled franchisees to sell more products earlier in the month. To further expedite calls, we added more agents specializing in inventory systems to help store owners troubleshoot technical issues.
Reduced average handle time by 67%.
Increased call quality by 38%.
Cut effective cost per hour 24%.