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Outsource Technical Support to India

Outsourcing Technical Support

Why Outsource Technical Support Services to India?

Technical support services are being strategically outsourced to India as global companies discover the benefits of access to an experienced team of specialists with the added benefits of improved service quality, lower costs of ownership and reduced risk.

You can outsource technical support services to India, secure in the knowledge that a pool of trained and experienced engineers are available 24x7 to provide your customers technical support through a multi-modal user interface using the web, email, chat or voice, within agreed-upon response times and levels of quality.

Here are few things you must know before outsourcing technical support services to India.

What are Technical Support Centers?

A Technical support center or IT Helpdesk is a system designed to help and support an end-user of a particular product, system or application. The Technical Support Center/ IT Helpdesk provides offshore technical support services to customers of products and services through multiple channels like email, chat, voice and the web.

The Technical Support Center is alternatively referred to as the Helpdesk or customer support center. Terms such as IT response center, customer interaction center, contact center, resource center, service desk and IT solutions center are also widely prevalent in the field to refer to dedicated teams that systematically handle the entire spectrum of technical support services.

What are Internal and External Helpdesks?

Internal and external helpdesks have distinct roles. An internal helpdesk supports the employees of a company while the external helpdesk supports external customers - the buyers or users of the product. A hybrid model helpdesk supports both by providing a blend of services. It's typically found in small- or medium-sized companies.

Tech support centers offer strategic value by:

  • Increasing customer satisfaction and retention
  • Increasing revenues through cross-sell and up-sell of services
  • Increasing resource utilization and productivity of employees through internal helpdesk function
  • Reducing costs

Online Technical Support - 6 Types

  • Software usage / problems support
  • Application / desktop queries
  • Product related problems/queries
  • Installation support
  • Connectivity related problems
  • Troubleshooting support

Services Provided by IT Helpdesk Support Centers in India

  • Handle customer queries on technical products and applications
  • Generate leads, expand prospect contact opportunities
  • Increase sales
  • Troubleshoot and resolve problems through remote assistance
  • Telephone support
  • Troubleshooting
  • Maintaining a self-support Website
  • Dispatch of service technicians
  • Escalating calls back to the ISV or OEM
  • Single Point Of Contact (SPOC)

Verticals Where Helpdesk or Tech Support Services Are Used

  • Original Equipment Manufacturers (OEMs)
  • Internet Service Providers (ISPs)
  • Wireless Vendors
  • Application Service Providers (ASPs)
  • Independent Software Publishers
  • Consultants
  • Integrators
  • Value Added Resellers (VARs)
  • Value Added Dealers (VADs)
  • IT-enabled toys, games and products
  • Logistics
  • Hospitality
  • Real Estate
  • Insurance
  • Banking and Finance
  • Aerospace and Defense

Top 5 Industry Leading Technical Support Services Offered in India

1. Website Support

Maintaining a dynamic website 24/7 is a challenging task. It entails enhancements, fresh content, dealing with visitor feedback, maintaining databases and responding to inquiries. Mission-critical, transaction-oriented websites dealing with millions of visitors every day require dedicated application maintenance teams to keep the application running at peak efficiency. If the website is down even for an hour, it could mean losses in revenue and missed business opportunities. Outsourcing website support to a dedicated technical support provider just makes good sense! Remote technical support for websites may be a monthly-fee service or a fixed-cost contract for a longer period of time.

Key website support services include:

  • Feature finding and usage
  • Level 1 customer support
  • Database search support
  • Technician support
  • Navigation support

2. Product Support

Technical support centers in India provide pre-sales and post-sales support for technical products, software, systems and applications. Outsourcing this level of customer service frees up valuable resources within your organization to focus on other areas like product design, marketing and sales. All product-related queries and problems in usage posed by customers are compiled into a valuable database that can be fed back into the development process to make product improvements.

Types of Product Support
Software and Application Support
Systems Support
Devices and Peripherals Support
Software and Application Support

Businesses use a variety of applications and software every day. India provides technical support to a wide range of packaged software deployed in these businesses. This relieves IT departments of some of their load as the remote technical support team takes over the tasks of responding to users with differing levels of technical skills and a spectrum of support issues.

Software support covers:

  • Application solutions
  • Application development tools
  • System software
Systems Support

Systems support covers:

  • Servers
  • Workstations
  • PCs
  • Thin customers
  • Storage devices
  • Terminals and peripherals
Devices and Peripherals Support

Devices and peripherals support covers:

  • Smart handheld devices such as mobile handsets and PDAs
  • Networking devices such as switches and routers
  • Peripherals such as printers
  • Multifunctional peripherals
  • Consumer devices such as digital cameras, camcorders and gaming devices

3. Technical Monitoring

a. Remote Monitoring of Application Infrastructure

Using best-of-breed application tools, we identify under-utilized resources, plan capacity and deal with bottlenecks before they affect uptime. This ensures peak performance and availability by monitoring the entire application infrastructure. Monitoring services include:

  • Custom Reporting
  • Remote Problem Resolution
  • Alert Resolution Management

b. Remote Network Services - monitoring through client network monitoring tool and proactively forwarding problems to onsite technicians.

c. Remote Server Services - monitoring through client network monitoring tool.

4. Remote Infrastructure Management Services

With business priorities and needs changing so quickly, remote infrastructure management seeks to optimize your IT infrastructure. Because of this, servers, storage and networks can be shared, managed and dynamically allocated across workgroups, partners or customers. Our technical support Centers in India have the capability to build, manage and maintain large, sophisticated IT infrastructure facilities with 99.99% uptime. They offer

  • BS15000 & ISO 9001:2000 certifications for service delivery and management processes
  • ITIL trained and certified resources
  • Engineers with hands-on experience in maintaining large, integrated global infrastructures, systems and networks

5. Single Point of Contact Customer Support

Customers prefer a single point of contact to resolve their product and usage-related queries. Post-sale technical support is crucial; in fact, when it comes to selling technical products, this superior support can mean the difference between your product and your competitor's product.

Partner With Outsource2india to Provide Quality Product Support Services

IT helpdesk support is designed to help an end-user of a particular product. Offering IT technical support services to your customers is crucial for your business, but it requires time and expertise.

Get strategic value from your IT Helpdesk by outsourcing technical support processes to Outsource2india. Read more about outsourcing technical support, helpdesk infrastructure and the technical support training processes.

Save both time and money when you outsource technical support services to India. Try Outsource2india and discover the benefits of both improved service quality and lower costs.

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