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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.
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.
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:
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:
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.
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:
Systems support covers:
Devices and peripherals support covers:
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:
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.
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
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.
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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