iTouchPoint provides a complete range of outsourcing services to organizations that require end-to-end management of all or part of their Customer Service needs.
iTouchPoint's focus on operational excellence, coupled with its strong technology base has proven to be of immense value to its rapidly growing client list, which includes many of the world's most admired companies. Regardless of the communication medium used by the client's customer to interact - Voice, E-mail, Internet, Mail or Fax - iTouchPoint provides the expertise you need to maximize the value of this direct channel to your most precious asset: your customer.
iTouchPoint makes data pay by turning it into information, and using that information to produce management reports and customer profiles that you need. The result is that the customer establishes a personal relationship with your company. iTouchPoint's contact center solutions, the finest in both human and technical resources, deliver exactly that - the ability to unlock your customer's potential.
Our skilled and motivated helpdesk agents are equipped with world-class problem solving tools and techniques, which ensures prompt and accurate support to callers.
iTouchPoint's Technical Support Helpdesk services include:
- Product Support
- Troubleshooting calls
- Level 1, 2 & 3 Technical Support
- Software Problem Resolution
- Internet Service Support
- Computer & Hardware Support
- Up-sell/ Cross-sell Purchases
- Corporate Helpdesk Support
- Warranty or Post-warranty Support
Helpdesk (Level 1 Support/Troubleshooting):
Level 1 support handles tech support queries and issues that can be resolved during the initial phone call to the Helpdesk. All Level 1 incoming support calls are first categorized based on the severity of the issue and are then allocated to the appropriate TSR (Tech Support Representative). Problems and requests at this Level usually have existing solutions that can be made available to the user - either through the Self Help IVR or by providing canned responses to the caller.
Problems or queries at Level 1 support are also resolved through research conducted by the TSR, or by a functional or technical resource at the Helpdesk. Enquiries or Requests at this level typically include handling pre-sales enquiries (including product enquiries, pricing enquiries, Product availability) and post-sales enquiries and first level Troubleshooting of O/S issues, Applications, Peripheral compatibility, LAN troubleshooting, hardware issues, Configuration.
Engineering (Level 2 & Level 3 Support):
Level 2+ support caters to problems requiring specific engineering expertise to analyze the problem and/ or make changes to the existing applications. This involves rewriting the existing code or even creating new codes and can also involve applications and software packages, which are outside the user's desktop environment. These problems may require creation of a new application or new technical environments.
Such calls are typically not resolved at Level 1 support with the user but are dispatched to a specialist group, which is usually a corresponding application development or technical support team.
iTouchPoint provides 24/7 Helpdesk Support through any or a combination of channels below:
- In-bound voice
- E-mail
- Chat
- Collaborative browsing
- Remote control
- Remote diagnostic tools
- Self-help resources
Ensuring Customer Delight the iTouchPoint way:
- Agents greet callers with a common/ personal greeting
- Agents take customers through step-by-step voice help to resolve the customer's problem
- If required, the agent will remotely take over the desktop to resolve the customer's problem
- Helpdesk proactively communicates updates and patches downloads to the concerned customers
