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Technical Support Campaign - Asia Telecom - ContactCenterWorld.com Blog

Technical Support Campaign

After sales support forms one of the most important basis for ensuring long term success of a business. As it is said “Happy customer is the best advertisement” and the converse is also true that a disgruntled customer can create a poor image of the company and its products. With the advent of social media and the current digital age, the time span for damage to be caused by a negative or a positive view has reduced considerably and business have to be swift to manage the customer expectations

It is not uncommon to notice how a new restaurant or a newly released movie becomes either a victim of bad reviews or it gains strength on basis of the positive word of mouth. While, the above is an example based on power of first impression, however doing business is a more intricate repetition of transactions. It may also be observed that once an existing customer is aggrieved it is often followed by ranting on social media which can lead to damage in the brand image.

After sales support has two parts, one being the customer support and the other being the technical support to ensure the continuous service. The technical support is applicable in case of both B2B and B2C customers

Types of campaigns

There can be a variety of technical support campaigns

  • 1.B2C Trouble Shooting

This is a basic campaign that requires technical support in areas like getting started. Some of the beginners or non tech savvy persons may find it difficult to start using a particular phone or an electronic gadget. The tech support start can get them off the blocks with guided steps

There may other aspects that may be effecting full performance due to a missing application or a software. The tech support can do the trouble shooting and get the customer to do the right downloads to make the service smooth and as per the design

There are many industries that use this campaign such as IT Hardware ( like PC & Laptops), Smart phone, operating system of computer, white goods like washing machine, online websites, gaming companies and online education companies to name a few

  • 2.B2B Technical Support

B2B technical support is a more intricate and involved technical support requiring higher degree of problem solving. This can be provided by telecom companies to its carrier partners or by the IT companies to its customers, or by Internet service providers to its corporate customers to name a few. The industries that need this facility is large and wide

To set up a B2B tech support desk requires the right skills, the right management and also the right reporting which includes the correct maintenance of trouble tickets along with keeping a track of closure timelines

The B2B desk requires a good staffing practice to find the ideal skills sets or skill sets closer to the requirement. The B2B desk also requires the customers to work with an outsourcing partner to upgrade the skills set gap that may be uncovered.

Asiatel Outsourcing has been working on B2B Tech support in Philippines and understand the process to make this complex process work efficiently and also save costs compared to the western economies.

The queries can be sent to bd@asiatel.com.hk

Source: http://www.asiateloutsourcing.com/technical-support-campaign/

Publish Date: October 26, 2017 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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