Technical Support management

IT help desk and service desk

Help desk is a group of people that provides answers and solutions for electronic problems. The main purpose of the help desk is fixing issues. They are usually limited to one ITSM (IT Service Management) like incident management. Service desk is a way of communication used by customers, employees and stakeholder to find answers, solve situations or fulfil requests. It may contain more than on activity provided by ITSM. Some of those features are service request management, incident management, knowledge management, self-service, and reporting.

Technical Support

They solve issues related to your network, PCs, laptops and software. To make sure that you are online and functional as long as needed. And having a 24/7 technical support team is important to fix any bugs or issues that acquires.

Incident management

It is a serious step that takes place to identify and analyze a specific situation and finding a solution with minimal impact on the business operations and quality.

K-Base

One of the responsibilities of the IT team is creating knowledge base (K-Base). It plays a vital role in every company. Guiding both employees and customers to navigate the business process, the K-Base contains all the information need by the employee to assist the customer in their inquiries. Also, it provides answers to the customers’ frequently asked questions. A good K-Base offers variety of options in facilitating the customer journey. By introducing articles, FAQs, products/services manual, tutorials, troubleshooting guides & company policies.

Ticket management

It is the process of managing and sorting out the problems and issues the customers face. By categorizing it and assigning the right person to deal with it. While handling the process.

Complains management

Every company receive some type of complaint, this system is responsible for resolving individual complaint or for identifying any opportunity that can be utilized to improve the system to avoid receiving the same complaint again.

Infrastructure management

Parking models

Infrastructure rental models

Overflow services

Overflow happens when the assigned team responsible reaches the call handling capacity. You can manage the overflow using different options. The first one is creating a virtual queue. And operate using the FIFO (first in-first out). Making the callers hold their place without having to hold. The second solution; introducing cross training, which is having one agent handle different inquires in different queues. One solution that is easier to do is going for BPO. Outsourcing the overflow to another queue outside the company.

CRM application outsourcing

It is a technology aimed to manage the relationship with the current and potential customers and you as an entity. The goal is to improve the relationship and increase the profitability. The Customer Relationship Management system can be used by marketing, sales, customer support and customer care teams.

VR design & Implementation

IVR, also known as Interactive Voice Response, is used by every contact center over the world. Once a caller is on the line using the IVR is given a series of choices to choose from. Once the caller picks the reason of the call, they are routed to the responsible team. It is very important to add the IVR to your contact center as it helps manage the incoming calls.