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?

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Serve Your Customers’ Most Challenging Requests With Ease

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.

How Can We Help You?

Design Support Tiers and Strategy

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.

Build a Technically Skilled Team

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.

Achieve Consistency and Drive Sales

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.

Extensive Technology Stack

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.

How We Work with You

At GlowTouch, we make technical support easy with a proven process
built through more than 17 years of supporting companies across the globe.

1. Consultation

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.

2. Team Building and Technical Onboarding

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.

3. Ready the Process

Once your team is in place, we finalize the types of contacts we’ll resolve & escalate, define knowledge transfer processes and master your support environment. We’ll ensure the right tools are in place and cover all the bases — e.g. service interruptions, policy & product changes, etc. — and start exposing the team to mock contacts.

4. Go Live and Continuously Improve

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.

Client Spotlight

How We Helped Our Client Increase Customer Satisfaction by 20%

READ CASE STUDY

Why GlowTouch?

We Integrate with
Existing Teams

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.

You Can Start
Big or Small

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 Cut Your
Support Costs

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 Cover Your Full
Support Lifecycle

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.

How can we help you?

Tell us a little about yourself and any needs you have by filling out the form. We will get back to you as soon as possible.

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