Technical Support Outsourcing

Today, most organizations in the global market are offering comparable products and services with little differentiation, in design, features and pricing models. In this scenario, building customer loyalty by swift troubleshooting and problem resolution through technical support services that help to “close-loop” the customer value chain is the key.

 

We understand the business

 

With more than 11 years of experience and presence in multiple industries including Manufacturing, Hi-Technology, Software, and Consumer Electronics ( Retail, Banking, Telecom – our strong sectors), our technical support outsourcing practice focuses on enhancing customer experience by providing prompt and proactive issue resolution at reduced support costs through efficient resource utilization.

Our “Tech-Smart” solutions assist enterprises to increase first time resolution and reduce contact handling time, contact volumes, and human effort through best of breed practices and front office innovation tool integration.

 

Across the customer lifecycle

 

We understand that organizations need to continuously focus on inventing and improving their support processes around acquisition, service and retention.

In addition to phone support outsourcing, we also provide email, chat and social media engagement services across all stages of the customer lifecycle. Starting with Product and Service Activations, our technical helpdesk goes on to provide Level 0/1/2/3 Support, Service Installation and co-ordination, Problem Simulation and Diagnostics, Billing and Invoicing and Escalation Support services for both consumer and enterprise customers. As part of our technical support solutions program we also offer:
  • Warranty Processing
  • RMA & Dispatch Support
  • Loyalty Management and Up-sell/ Cross-Sell activities

 

Providing productivity solutions

 

We develop clear strategies incorporating Customer and Predictive Analytics, Data and Speech Analytics and Social Media Monitoring to improve efficiency in call and contact handling, customer retention and revenue generation, thus providing valuable contribution to a business-critical engine.

 

Service Offerings by Customer Type

 

Enterprise Support
Our enterprise support offering is woven around 4 key imperatives, namely - product complexity, profile of the end user, associated delivery challenges and 24x7availability.

Enterprise products are complex and business-critical, and businesses have zero tolerance for any display of technical inadequacy. Our 24/7 technical helpdesk comprises a dynamic team that is well-equipped to meet unforeseen challenges with quick solutions.

Technology know how, mature and proven processes and an experienced work force adept at handling enterprise end users gives Wipro the edge to deliver best-in-class enterprise support.

Consumer Support
Our approach to consumer support is designed keeping the end user in mind.

We train our 24x7 phone support outsourcing team on cultural sensitivity, a global and neutral accent, and right technical knowledge, thereby equipping them to cater to consumers ranging from students and home makers to working professionals. Revenue generation activities like cross-sell, up-sell and warranty activations also form an important part of our technical support services.

Further, we attach great weight to rigor in ongoing knowledge transfer, proactive performance monitoring, customer experience pulse mapping, and trend analysis to drive identification of training needs, continuous quality improvement, and operational excellence standardization with our end objective - Customer Experience Enhancement.

 
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