eServices

Wipro offers 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. Wipro's eServices offerings include the following:

Product diagnostic/ Self-healing:
  • Product diagnostics
  • Tools and utilities for problem recovery
  • Update pull from hosted solution KB
  • Interactive menu
Problem diagnosis
  • Health check routines
  • Diagnostic tools/utilities
  • Error IDs
Assisted self-help
  • Web/tool based diagnostics
  • Pro-active multi-channel support
  • Guided navigation
  • Community/blog search results availability
Multi-channel assisted services
  • Outbound voice
  • Email
  • Web
  • Chat
Knowledge base management
  • Knowledge base article generation
  • Technical publication
  • Search capability
  • Integration with support portal
Collaborative co-authoring
  • Wikis
  • Blogs
  • Online community
 
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Thought Spot - A Wipro BPO journal
Welcome to the new year edition of BPO Thought Spot, and thank you for your outstanding response to our inaugural issue. We're proud to provide you with meaningful thought leadership on the latest trends, innovations and practices in the outsourcing space.
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Transforming the Front Office
to achieve Competitive Differentiation, Growth and Profitability

Customer experience has become a powerful differentiator for organizations of all sizes and types.
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Is your backoffice performing as effectively and efficiently as possible? Find out through this video.