Online Technical Support – An Ansafone Contact Centers Service

If you sell technical products that require intricate installation procedures and configuration steps with accompanying precise calibrations, or products like computer software, hardware, peripheral devices, home entertainment systems, networking systems, or products that require assembly, you know customers can become a little confused and frustrated when trying to follow directions. You include written instructions and diagrams but…!

Acquiring new customer is competitive enough and few companies can afford to leave their customers hanging when it comes to getting started with their products. With today’s online ratings and reviews that can influence buyers to make a purchase in your favor or look for alternative products and services, it’s vitally important to provide excellent support experiences for customers. Delivering a solid and rapid response will help prevent negative online ratings, dissatisfied customers, and the expense of product returns.

Here is an approach that Ansafone uses to support several hi-tech clients with our call center services.

Our tech clients typically employ both mid-level and senior-level technical support teams organized to respond to customer inquiries. The more experienced support technicians are reserved for the most challenging customer support demands.

Ansafone Supports Technology Clients

Ansafone provides a Pre-Support service where customers needing help are quickly engaged to determine the correct level of support needed. Our Tier 1 Support team follows a customer support protocol that’s jointly developed by our clients and Ansafone’s Tier 1 Support team. The response protocol includes questions that summarize the customer’s issues, product numbers, serial numbers, when and where purchased, what steps the customer has already taken, etc.

Often after the initial Phone discussion or Email Response or Live Chat or Social Media engagement, our agent and the person having the support issue might conclude the guidance provided by Ansafone’s Tier 1Support team solves their problems.

If the Ansafone’s initial engagement does not solve the customer issue our agents, inform customers that their issues will be immediately escalated to a Tier 2 or 3 support level. All details will be forwarded to the higher support level so the customer does not need to repeat every detail again.

In many cases, customer support calls do not require complex support levels, and in many of these cases, Ansafone’s team can provide the proper level of response. This is a cost-effective way of providing an effective first level engagement that allows our clients to concentrate on more complex customer support issues.

Ansafone becomes an extension of you! We work as consultants with our clients to tailor call center customer support programs that:

• Reflect our clients’ customer support expectations – initial engagements
• Trains and develops agents specific to our clients’ needs
• Creates an at your fingertip’s availability of responses designed to support customers quickly and effectively
• Provide 24/7/365 coverage
• Provide bilingual Spanish and English support – other languages as required
• Support Telephone, Live Chat, Email Response, Social Media Response

Why Add Ansafone As A Member Of Your Technical Support Team?

• Cost effective – why pay large salaries to deliver Tier 1 support
• Using Ansafone allows you to only pay for the minutes you actually use
• Agent responses based on your training, response strategies, tools, and branding
• Consistent, rapid, and predictable responses that lead to high levels of customer satisfaction
• Rapid responses 24/7/365
• Multilingual agent support
• Flexible staffing assuring peak times are covered – slow periods are not over staffed
• Thorough reporting on all customer support interactions
• Potentially lowered support costs – senior support staff only respond to the more complex support issues
• Calls, Live Chats, Email, Social Media site responses quickly escalated as required
• Perhaps create up-selling and cross-selling opportunities – our agents can sell!

Contact Ansafone for a no obligation consultation regarding your Technical Support needs, (800) 510-0514. Learn how we can become an extension of you.