Where Do We Add Value?
As your customer base grows, so does the need for support. We help you “fill in the gaps” by providing a variable cost service that grows in proportion to your business.
Using highly skilled team members to deal with level one tech support is not an ideal use of resources. Using Select for your routine tech support tasks frees up your core team to work on expanding and improving your business rather than maintaining it.
Calling in for tech support can be a frustrating process. Our agents are specifically trained to assist frustrated and irate callers through complex tech problems with both patience and clarity.
When something goes wrong, the calls come flooding in. We are prepared to handle the calls and give your customers the reassurance they need when they call in. As soon as you notify us of an issue, we have it worked into our response protocol.
An internet and cable provider was looking for a way to handle their growing customer base’s tech support needs. His team was so occupied with routine tech support, spending their time waiting for machines to restart rather than growing their business to the next level. On top of that, his tech team weren’t the most patient on the phone with customers.
The Set Up
After contacting Select, we took a look at their existing support set up. We were able to find some ways to improve the support scripting to make it more friendly and reassuring. They were using a rather complex ticketing system that was integrated into the network diagnostic system. We were able to structure a script to effectively troubleshoot any possible issues, including independently looking for geographic outages. We adopted their short-hand and simplified explanations for explaining support processes to their customers.
Once the account went live, the customer was very pleased with how everything was working. There were several processes that were tweaked by our agents to improve response times. Within a few weeks, the system was working so well, that we began taking on even more complicated tech support issues, taking level 2 tasks and shifting them left into level 1.
The Problem Solved
As of now, the customer is very happy with the service. They are able to focus on fixing any problems that arise rather than dealing with concerned customer calls. They also managed to take some of their weekends back and go on holidays from time to time, distraction and worry free.