HeroTECHNICAL
Customer support is of crucial importance in today's competitive business environment and dedicated technical support with a low-hold time and quick issue resolution helps build long-time customer loyalty. Running a technical support desk in-house requires extensive resources and expertise, though. A state-of-the-art call center infrastructure and a team of trained call professionals with relevant domain expertise must be functioning 24x7 to answer customer queries and resolve technical issues. HeroITES acts as a seamless extension of your core infrastructure and provides high quality customer support services from its BPO/call center near New Delhi, India. By outsourcing your technical support services to HeroITES, organizations across the globe can enhance customer satisfaction while getting a cost-effective alternative, and focus more on core functions and strategic goals.
Key Technical support services offered by HeroITES call center
- Product query management
- Installation support
- Activation support
- Troubleshooting
How You Gain
Infrastructure
HeroITES has a state-of-the-art call center infrastructure which has the latest CRM technologies and processes to deliver best-in-class technical support and help desk services. We will act as your front-end and provide 24x7 technical support, ensuring quick response time, escalation and effective problem solving. From product query management to installation, activation and troubleshooting, HeroITES offers a vast array of technical support services ranging from routine to complex and delivered across multiple channels. In addition to
voice support and live Web chat, we have integrated an automated IVR (interactive voice response) system and specialise in Web collaboration in order to provide round-the-clock, high quality solutions to our
clients with Level 1, 2 and 3 technical support needs. The HeroITES call center has integrated an IVR system that allows calls to be processed more efficiently and at lower costs without the intervention of a live associate. Web collaboration, on the other hand, enables effective co-ordination and information-sharing in real time. We have a unified messaging system that combines all major components such as fax, email, voicemail, chat & SMS and enables us to respond to customer queries within the shortest possible time frame.
Domain expertise
We at HeroITES ensure that our technical experts have in-depth knowledge of multi-platform, cutting-edge
technologies, essential to keep technical support operations running smoothly and reliably. We select and recruit call center associates with a higher skill set and proven ability to communicate about complex products in a non-scripted, problem-solving environment. Our highly qualified associates create the best customer experience; help you enhance customer satisfaction; and ensure greater cost efficiency and risk mitigation.
Customer retention & loyalty building
Intricate technical support often calls for lengthy sessions of customer interaction. At HeroITES, our call center associates offer the best services possible and also try to utilize these sessions to study customer behaviour and understand their specific requirements. This, in turn, ensures better bonding with your valued customers and more effective loyalty building.
