Range of Technical Support Services, 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 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 internal customers (employees) of a company while the external helpdesk supports external customers - the buyers or users of the product or services of the company. A hybrid model helpdesk supports both internal and external customers by providing a blend of services. It is usually found in small or medium sized companies.

Technical 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

As its role and importance is being re-defined around user needs, Technical Support Centers are being seen as an integral part of the service function. It brings multiple resources together to solve issues to the customer's satisfaction and is evolving into the integrated service desk.

Outsourcing 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.

Get strategic value from your IT Helpdesk. Outsource technical support processes to Outsource2india.

Technical 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

Technical Support Services: Tier I, II and III support

Most IT helpdesks structure technical support services at Level 1 and Level 2 support which includes

• Telephone support
• Troubleshooting
• Maintaining a self-support Web site
• Dispatch of service technicians
• Escalating calls back to the ISV or OEM
• Single Point Of Contact (SPOC)

When a customer makes a call, it is routed to the third-party support provider providing outsourced technical support. If the call requires Level 3 support, it is escalated back to the OEM or ISV.

However, today several India technical support centers offer Level 3 technical support as well, which includes debugging, and advanced problem fixing. Level 3 support is also called high-end technical support.

India: Technical Support Services

1. Web site support services

Maintaining a dynamic and contemporary web site in real time and keeping it updated 24x7 is a challenging task. It entails making enhancements to the existing web site, uploading fresh content, dealing with feedback from visitors, maintaining databases and responding to inquiries.

Mission-critical, transaction-oriented web sites dealing with millions of visitors every day require dedicated application maintenance teams to keep the application running at peak efficiency. If the web site is down even for an hour, it could mean losses in revenue and missed business opportunities. Outsourcing web site support to a dedicated technical support provider is a sensible business option. Remote technical support for web sites may be a monthly-fee service or a fixed-cost contract for a longer period of time.

Web site support services include

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

2. Product support services

India technical support centers provide pre- and post-sales support for technical products, software, systems and applications.

Outsourcing technical support of products to India has positive implications for product development as it releases valuable resources within the organization to focus on product design, marketing and sales functions; while customer queries, troubleshooting and post-sales support are outsourced to a competent Technical Support Center. 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.

a. 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

b. Systems support covers:

• Servers
• Workstations
• PCs
• Thin customers
• Storage devices
• Terminals and peripherals

c. 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 Services

a. Remote monitoring of application infrastructure

Using best-of-breed application tools, under-utilized resources can be identified, capacity can be planned and bottlenecks can be dealt with before they affect uptime. This ensures peak performance and availability by monitoring the entire application infrastructure and not just a few components in isolation.

Monitoring services include

• Custom Reporting
• Remote Problem Resolution
• Alert Resolution Management

b. Remote network services - monitoring through client network monitoring tool and proactively escalating 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 at super-speed, remote infrastructure management seeks to optimize your IT infrastructure so that servers, storage and networks can be shared, managed and dynamically allocated across workgroups, partners or customers.

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

Technical Support Centers in India have engineers with advanced technology skills in the latest systems and methodologies, who can design, configure, and install advanced systems to meet client requirements within client-specified budgets and guidelines. Their proven capability enables rapid deployment, mitigates risks and protects your expensive IT infrastructure investment.

5. Customer support services

Customers, particularly of technical products, prefer a single and accessible point of contact to resolve their product- and usage-related queries. Post-sale technical support is so vital a function when it comes to selling technical products, that superior support can spell the difference between one product and another.

Effective customer support is key to increased sales volumes, competent service delivery processes and determines the level of customer satisfaction.

Our technical support consultants are available 24x7 to customers calling in to the Service Desk. Calls may be logged by telephone, email or the web and technical support representatives use a combination of engineering and customer interaction skills to resolve problems satisfactorily. Their performance can be monitored by customers remotely, ensuring transparency. Service delivery parameters are set by the client and executed to benchmarks of quality and response times.

Outsourcing technical support keeps your customers happy. Get in touch with Outsource2india now for cutting-edge technical support services.

Technical support centers in India offer helpdesk or support services across many key verticals like:

• 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)

Franchisee Business verticals benefiting from Indian technical support centers are: Software and hardware products

• IT-enabled toys, games and products
• Logistics
• Hospitality
• Real Estate
• Insurance
• Banking and Finance
• Aerospace and Defense

Contact Outsource2india for technical support service solutions that meet your specific needs.

Read more about outsourcing technical support, helpdesk infrastructure and the technical support training processes at technical support centers in India.

Find out more about outsourcing your inbound call center needs to India

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Outsourcing to India: Discover Why India is an ideal place to outsource to, Read more on Why Outsourcing has become necessary and find out more on what services can be outsourced to India.