Technical Support Outsourcing
Handle the most challenging contacts with total peace of mind. Our technical support is solidly built upon a high-performance, process-driven team. How can we help you?
Handle the most challenging contacts with total peace of mind. Our technical support is solidly built upon a high-performance, process-driven team. How can we help you?
We’ve resolved millions of technical support contacts for companies worldwide through live chat, email and phone support. With a 100% university educated, technically skilled team, we’re prepared for any customer challenge — no matter how complex.
We can help you design the right scope of support for your customers, including what you’d like to handle and how you’d like to escalate contacts through Tier I to Tier II and Tier III. Then, we work seamlessly within your scope of support to serve your customers.
We’ve delivered tech support for 17+ years, perfecting processes for hiring and training amazing agents in that time. As a top company in a talent-rich city with 13 universities, we’re a team of nearly 100% college grads with technical degrees. And we have industry-low turnover: less than 30% per year.
Consistency is a big challenge for many companies. We solve that headache with well-honed processes to ensure every agent provides the same excellent service — within your scope. We also help you define premium support services and drive sales to them.
We’re familiar with most major technology platforms and can think on our feet to solve problems we’ve never even seen. Whether you need expertise in PHP, WordPress and MySQL or support for e-commerce, web apps, mobile apps and more, we’ve supported customers across a range of technology stacks. And with tried and true hiring and training processes, we routinely onboard technical all-stars with new skill sets for our clients — whichever skills you need, we can help.
We start by assessing your goals and how we can help you reach them. Then, we create a plan of action that covers people, process and technology. We’ll work with you to iron out the details and draw up a Statement of Work (SoW) that gets you where you want to go.
We start by assessing your goals and how we can help you reach them. Then, we create a plan of action that covers people, process and technology. We’ll work with you to iron out the details and draw up a Statement of Work (SoW) that gets you where you want to go.
Next, we build you a dedicated team of agents and ready them with our extensive internal training program and onboarding process, where they learn your proprietary systems, processes and policies. Here’s when our people become yours.
Now, it’s time to go live. Here, we set up daily calibration meetings to ensure rapid feedback and provide detailed reporting. With our robust continuous improvement processes, your service gets better every day.
We’re a natural extension of your team, integrating with your processes and tools. Whether we handle all of your tech support or a piece of it, our agents become your dedicated team.
We provide complete flexibility, starting as small as a 10-person staff and growing with you as you need. We’re big enough to scale and small enough to care — you’re never just another number to us.
We can often cut our clients’ costs by 70%. We find opportunities to save money and reduce contacts, and we use efficient processes with an offshore model to deliver support.
We handle contacts across the support lifecycle. That’s everything from pre-sales and customer onboarding to product support, billing & account management and customer retention.
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