Customer Services
We leverage our superior technical expertise, diagnostic skills and customer management abilities to provide high quality support solutions. TotalSupport Solutions address every aspect of technology usage and each stage of the customer lifecycle.
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Consumer class technology poses unique challenges for support service providers, including:
| Characteristics | Consumer-Class Technologies |
|---|---|
| Customer characterization | In most cases, the end-users are non-technical. Hence the engineers providing support in this market space should have ample customer interaction skills to understand the customer problem, often described in non-technical way, and be able to provide solutions in the same way. |
| Support environment | The problem typically involves configuration, set-up and connectivity issues, most often localized to the application/device in question. |
| Nature of support association | The complexity of the problem environment is generally restricted to the specific application/device, and most often involves an upgrade of drivers or patch installs. |
| Profile of the support engineer | The level of technology depth required is medium. The agents providing support to this market are typically engineering graduates with a breadth of technical expertise in various desktop operating systems, applications, devices, networking, security, Internet and web related technologies, etc. with prior IT helpdesk experience. This helps in significantly increasing the probability of first contact resolution as well as finding right solutions for the customers. |
| Nature of support interaction | The support process is direct, with the solution offered real-time spanning periods less than 20 minutes in most instances. |
| Efficiency metrics | Key efficiency metrics include number of calls handled on a daily basis, percentage of first call resolution, average time taken to close support instances and more. |
