Technical Support Services

A world-class product is very important for an enterprise to be successful but the technical support for the product is what continues to retain customers. Smart products and reliable technical support services, the combination is a sure way to keep customers happy. They are more likely to come back to you for future purchases and upgrades.

Why Wipro?

Wipro Business Process Outsourcing's Tech Support provides excellent and quality technical support to organizations globally. We have over 10+ years experience in helping clients slash support costs, boost user satisfaction and enhance productivity.

We offer eServices to build on support components that are previously in place in a mature support engagement. eServices ensure increased first time resolution of customer issues, reduced average handling time, increased productivity of the support personnel and hence achieves improved customer experience and satisfaction.

Our technical support BPO solutions assist enterprises resolve customer issues promptly. They include:

• Email Technical Support for non-urgent queries.
• Inbound Telephone Call Technical Support for urgent situations.
• Inbound Chat Support for situations where customers can not guide executives appropriately.
• Web-based support through social media mainstreaming to reduce inbound volumes.

Productivity Solutions

Today's contact centers generate more data than virtually any other part of the business. As a result, Wipro BPO has developed a clear strategy for collecting and analyzing data to more efficiently handle calls, retain customers and generate revenue for our customers through Customer Analytics, Predictive Analytics and Social Media Monitoring.

• Customer Analytics
• Speech Analytics
• Data Analytics
• Predictive Analytics
• Churn Management
• Social Media Management

Customers can choose the medium that they are most comfortable in.

24x7 Remote Support

Wipro takes a number of initiatives to ensure a suitable environment for 24x7 operations:

• Transportation: We have 24x7 pick-up and drop facility for all our contact center personnel.
• Administration services: Provides administrative help, non-IT infrastructure maintenance and other day-to-day administrative help. They also manage 24x7 cafeteria, office work area, recreation facility, gymnasium, banking and other needs of employees, common facilities, office automation, non-operational communication needs etc.
• Medical services: Wipro has 24x7 paramedic and medical facility in each of the 24x7 operations to address immediate medical needs of employees.
• Physical security: All entry/exit points are manned by security guards 24x7.

Field Support

Wipro offers field support services to clients as a partnership approach in order to provide on demand support assistance thereby achieving increased collaboration, greater productivity and better service to end customers. Whether the task involves dispatch support, dedicated campus support, installing a new server or product specific software, upgrading to a new release, expanding the user community, evaluating/implementing a new application, or troubleshooting current issues, Wipro's field support engineers provide the additional skills as required.

Proactive Monitoring & Support

Wipro provides centralized proactive monitoring and management of all infrastructure elements (mainframes, servers, networking, storage, database, web infrastructure etc.) through its ISO 20000 certified Global Command Center (GCC) and Offshore Support Centers (OSCs). Through a measure of stringent and consistent quality processes, tools and technologies, automated resolutions of incidents and requests, and continuous process improvements, the proactive monitoring and support operations have been providing quality services. Wipro provides these services through a flexible onsite-offshore model on a 24x7 basis that is compliant with ITIL-based framework.