Consumer Support

When an end-user requires technical assistance, which might include help with simple problems or general "how-to" questions, a level 1 technician addresses the queries. By nature, most Level 1 issues are FAQ's for which ready solution reference would be either available in the knowledge base of support system or in other forms to the support executive.

Your CSS Corp TSE will understand the problem, confirm the configuration setup is defined properly, perform diagnosis to isolate technical difficulties.

Level 1 engineers are also rigorously trained on customer interaction skills to understand the customer problem, often described in non-technical ways, relate to those customer environments/issues and troubleshoot with customer information in order to provide solutions.

The level 1 technician tries to fix the issues and records the interaction in the knowledge base upon call closure. In the event of a Level 1 technician not being able to fix the issue within times set in the SLA, the call will be forwarded to the Level 2 technician.

Level 2 support applies in two cases:

• As an internal escalation layer, when a Level 1 technician is not able to solve the customer query within set resolution time frames
• The product/device itself is technically complex, which requires specialist treatment at Level 2.

Typically Level 2 questions may, for example, deal with advanced features and possible product bugs or failures. Your CSS Corp technician will diagnose and attempt to resolve any issues related to these applications and components by:

• Understanding customer specific environment variables and narrow down on the possible trouble points.
• Performing simulation checks if the problem is not re-traceable.
• Lookup to the KB/apply from experience and offer a permanent/standby solution.

CSS Corp's offshore team needs additional support from the technology creator to find a resolution. In this case, CSS Corp technician records all diagnosis results in the CRM system and escalates the matter, either on a live basis or offline.

In many customer engagements, CSS Corp also offers parts of Level 3 technical support, by owning that piece in coordination with the technology creator. While the technology creator would help the CSS Corp technician with directions, patches, bug fixes, etc., the CSS Corp technician will oversee its implementation at the end-customer's location.

CSS Corp offers subscription management services to many consumer clients. Our agents can effectively position multiple levels of subscription contracts and their respective entitlements. Based on subscription model, agents perform entitlement verification and checks for the support / warranty coverage that the customer has bought, its expiry date and what are all the products covered under that package.

As a part of the billing queue, the customer support team is trained to address issues such as helping customers understand their bill and offer necessary clarification about various charges, providing details of service usage and handle any disputed charges or billing errors on their bills and complete the payment receipt transaction.

End customers might from time to time need a variety of information such as product / support availability, latest versions / models, what's new etc. Our customer support team can effectively handle any such technical, licensing and service related queries.

Return Material Authorizations (RMA's) provide a means for a customer to return items that require evaluation, repair and/or replacement. Customer Support agents takes the customer through the process of verifying item issue, service(s) to be performed, coordinate replacement of the defective parts on various categories such as advance replacement, Customer service return, Dead on arrival, Repair or exchange etc.

Agents are also trained to keep track of all the RMA orders processes and offers follow-up proof of delivery. This process ensures that RMA has been processed, materials shipped out to the right customer with all the requested parts and whether the customer has sent the defective part back to the client to close the loop.

The customer support team is well trained to rationally handle any kind of product / service usage complaints. They are also trained to handle non-technical service related complaints where they record feedback of clients on various facets such as product features, service availability, quality, and where appropriate offer solution or workaround.

The frontline helpdesk receives customer calls, perform first level probing, creating a service request and routing the call to the appropriate technical support executive available. Though this task can be highly automated using IVR's and skill based call routing system, consumer device manufacturers opt for frontline helpdesks in cases where the number of list items in their product inventory is high, or, when the service is available only on a "pay-for-support" model and a sales pitch needs to be made.

CSS Corp offers complete end to end customer services that are built on processes that ensure your requirements and performance standards are met. We then have the ability to look at areas for performance and quality improvements. We also offer to implement innovative tools that can change the way you provide customer service. Some of our popular innovations include building knowledge-bases as customer self-help tools and implementing social media monitoring programs.

CSS Corp creates customer retention programs that ensure enhanced results, managing all customer retention needs comprehensively while remaining cost-effective. Our expert retention solutions coupled with our unique tracking and reporting capabilities give our business process outsourcing clients a decisive edge in retaining targeted customers. CSS Corp as your partner will run loyalty programs to nurture brand loyalty and customer retention.

We offer "up-selling" and "cross Selling" services for upgrades, add-ons or enhancements to a particular product or service. We also perform "cross selling" services for goods and services - allowing you to gain an increased share of the market.

We will carry forward and close the sale order registration and report the same to client. CSS Corp offers registration, provisioning, activation & client signup services that satisfy your increasing order volumes, aggressive delivery schedules, diverse service requirements and meet your customers' heightened expectations.