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How a Technical Support Answering Service Can Help Field Your Calls - A Courteous Communications - Blog

How a Technical Support Answering Service Can Help Field Your Calls

In a perfect world, your eCommerce website would be sufficient to attract, engage and assist all of your customers. However, in the real world, some of your customers will require additional assistance in their times of need.

Outsourcing your incoming calls to a technical support answering service will save your eCommerce business time, money and unneeded stress. A virtual helpdesk can provide: 

  • • 24/7 Customer Service
  • • Technical Support from a Live Agent
  • • Support Ticket Logging and Tracking
  • • Secure Phone Order Processing
  • • Real-Time Messaging to On-Call Engineers and C-Level Executives
  • • Compassionate and Empathetic Complaint Handlers
  • • Multilingual Customer Service Representatives


Let’s walk through some of the general services a technical virtual representative can offer you.

24/7 Telephone Customer Service and Support

Most business answering services will offer you phone coverage 24 hours a day, 7 days a week, 365 days a year. Having continued telephone coverage for your business is the greatest benefit you gain from outsourcing your calls. But if you’re looking for a robust and dedicated support team, your priority should be finding a company that allows you to fully customize your account. 

A reputable answering service will take you through an extensive process to build your technical support team.

Step 1: The Initial Consultation

During this stage, your web answering service will ask you a series of questions to gauge what services would be most beneficial for you. For instance:

  • • Who currently answers your business telephone calls?
  • • Do you currently send customers to voicemail after normal business hours?
  • • On average, how long must a customer wait for a callback?
  • • What telecommunication issues is your business struggling with?  
  • • Around how many calls does your business receive each month?
  • • Do you need a basic messaging service or a more customized technical support service?
  • • Would you like to transfer your business calls directly or would you like to be designated a 1-800 phone number?
  • • Do you have an on-call or in-house programming, engineering or specialist team?

Step 2: Customizing Your Account

After you’ve learned more about the technical support answering service and feel confident in their abilities, you then move forward with customizing your account.     

This will be the point when you start to train an in-house programmer and account specialist on how you want your calls handled. The more detail you provide, the better your new technical support team can assist your callers. A technical representative will be able to:

  • • Answer your callers’ technical frequently asked questions;
  • • Troubleshoot any website navigation issues your customers have;
  • • Dispatch emergency service orders to an on-call team member;
  • • Provide step-by-step instructions on how to use your product, service, app, etc.;
  • • Track delivery orders and update information in your client portal; and
  • • Handle complaint department and document positive/negative feedback.  

Step 3: Training the Tech Support Team 

“Do you train the people who will be answering my lines about my business or do you just give them a script to follow?”

This question is extremely important to ask all business answering services you interview.

You need to outsource your calls to an answering service that provides specific training on your account. Scripts will be essential when it comes to highly customized tech support services, but you need to confirm that all representatives will be trained on your business and policies.

Step 4: Receiving Live Information 

Each time your new technical support team speaks with a caller, you’ll receive a message detailing the call transaction. The form of these messages will vary depending on the nature of the call.  

  • • If a technical question was answered, you’ll receive an email/text detailing the question and solution provided with the callers’ contact information.


  • • If a message was taken, you’ll receive a detailed email/text of the inquiry with the callers’ contact information.


  • • If an emergency or VIP is involved, your on-call employee will receive a direct phone call from your representative to discuss the situation.


  • • If an order was processed, you’ll receive a notification via your existing web-based system.


  • • If an appointment was scheduled or canceled, you’ll receive an email/text notification along with a real-time update to your calendar.


  • • If a complaint was taken, you’ll receive an incident report via email/text along with the caller’s contact information.

Troubleshooting Issues and Providing Solutions

Not all of your website visitors and existing customers are going to be technologically savvy. When you have a 24-hour technical support answering service, you’re able to give your callers the assistance they need to purchase and enjoy your product.

A professional and qualified team will be able to assist your callers with their immediate needs; increasing customer satisfaction. Each industry will be handled differently, but these main techniques will be utilized to troubleshoot all inquiries: 

  • • Greet all callers with a friendly disposition to start the conversation on a positive note.
  • • Actively listen to a caller’s issue or question to identify the specific problem.
  • • Analyze the problem to search available resources for a systematic solution.
  • • Use call control to assist the caller through the suggested resolution.
  • • If the caller had a negative experience, offer a sincere apology on behalf of the company.


If you have a team of professional engineers, technicians or service professionals, an answering service will free up their time tremendously while decreasing your customer hold time.

Support Ticket Logging and Tracking

When your callers have a technical question that your support team can’t answer, we can create a support ticket that your in-house team of experts can tackle at their convenience. You give the answering service access to your web-based system and watch how all inquiries are automatically logged and organized for you. While self-solutions are in demand, you don’t want to offer just automated solutions. Sometimes, your customers want a real person to handle their issue. 

The process varies on your system and preferences, but all calls that can’t be resolved on the spot will be properly logged. A support ticket will be created; with a copy sent to your technical expert and a copy sent to the customer. You can even elect to have your tech support team follow up with your on-call engineers, programmers and experts to discuss the completed tickets.  

Don’t waste your valuable time completing a standard support ticket. Allow a virtual assistant to help your customer at a fraction of the cost it would take an in-house tech to complete.  

Give Our Technical Support Answering Service a Try! 

Here at A Courteous Communications, we have high standards when it comes to providing technical support. Our technical support answering service offers an elite group of helpdesk operators that bring the following to your business:

  • • 24-Hour Professional Phone Coverage
  • • Award Winning Customer Service
  • • Customized Support and Direct Training on All Accounts
  • • An In-House Tech and Programming Team
  • • Bilingual and Multilingual Services Included in All Accounts


Call us today at 1-800-785-6161 to speak with an account specialist or shoot us an email to discuss your business’s specific needs. 


Publish Date: November 8, 2016 5:00 AM

2020 Buyers Guide Analytics


CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
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PH: 800-639-1700

ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
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PH: +302109241486


CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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PH: +61404697151


Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
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eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

ethosIQ, LLC

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700


SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

Trillys Systems

Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639

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