| |
|
|
|
Eighty percent of malfunctions in technical products and services are the result of incorrect installation by users. Whether their problems are simple or complex, if the difficulties that your users may have with technical products and services are not resolved, disappointment is inevitable. This can lead to the customer eventually rejecting both your product and brand. |
This means that effective technical support is a major tool of customer care and can bring you a decisive competitive advantage. Our teams of qualified experts have the skills required to understand your technological issues and provide you with technical support functions, bringing together two different services:
- Technical Assistance - Level 1 and Level 2 provides consumers with answers to easy technical questions. These services can be delivered in all our contact centers.
- Technical Assistance - Level 3 is provided by our experts, such as TechCity Solutions in Europe. Specialists in their field, technicians can answer your clients’ questions and resolve their problems with complete technical knowledge of your products. Whether graduates of renowned universities or self-taught, our technicians are selected and trained in your company operational methods. They use their customer relationship and listening skills to provide the best diagnosis possible. With a precise knowledge management policy based on continuous sharing and enriching of information, the agents achieve a high first-call issue resolution rate. The three key actions in client relationship management (understand, solve and validate) are continuously measured in the field to achieve customer satisfaction.
- Helpdesk - By increasing user satisfaction, the Helpdesk allows our clients to improve their productivity while their information systems increase in performance. The Helpdesk has become essential, having based its success on the concept of one single entry point for all users.
Our aim is to solve user problems on the first contact, whether related to the use of office equipment or business applications.
Our teams personalize their responses according to the various levels of requests and expertise of employees.
The workflow associated with the treatment of each incident is traceable and can be consulted remotely by the client’s IT management including escalation management, real-time automatic warnings, reminder procedures, and customized management activity reporting.
Teleperformance places at your disposal:
- The codification of knowledge and processes to ensure a truly relevant and reactive response: diagnosis > problem resolution > measurement of satisfaction.
- Complementation of all customer contact channels
- The best combination of "human" (handling of queries by technicians) and "automated" (IVR, FAQ, etc.) solutions, or a blend of the two
|
|
|
|