iOPEX
logo menu
close
Digital Operations
stop_circle
Front Office

Technical Support

Create tangible value for your digitally empowered customers through digital-first, human integrated and omnichannel focussed troubleshooting models

Technical Support Banner
particle particle
space_bar

Deep thought

space_bar

The cornerstone for a swift and pleasant technical support experience is to blend human touch with assisted automation toolkits to be a leader

Trending
Consumer Technical Support Blog Banner

How to make your company a specialist in Consumer Technical Support?

Blog
Customer Services Case Study Banner

Appointment Booking and Customer Support Services

Case Study
space_bar

Operational Outcomes

space_bar

white arrow
Know your Customer

Empower agents with 360° customer profile to gain quick knowledge of customer history and preferences and provide exceptional customized solutions through minimal interactions via assisted intelligence

white arrow
Connected Intelligence
Enabling the ability for the customer to subscribe for remote monitoring to analyse connected device data to predict and avoid possible fails, and deliver pro-active services and improve customer satisfaction
white arrow
Proactive Guided Support
Use advanced notification system to alert customers about potential fails along with possible resolution steps, workarounds and direct them towards appropriate self-care assistance through remote monitoring
white arrow
Robot Assisted Support
Alleviate call-centre traffic, reduce costs, and offer better service experience by integrating digital technical support solutions using digital worker via RPA and chatbots
white arrow
Enable Self-Service
Train the technical support team to develop knowledge articles and troubleshooting videos for users to self-find it or digital workers can make it available for users during interactions
white arrow
Automated Upsells
Automate customer tenurity related service notifications about product/service upgrade options, loyalty bonuses and warranty extensions to increase LTV
space_bar

Our Approach

space_bar
particle
Technical Support Multi Channel Tech Support Icon
Multi-Channel Tech Support

We provide users with instant communication channels to enable right support at their convenient time and in their desired way, and track the effectiveness of each channel to make suggestions

particle
Technical Support Well Rounded Tech Support Icon
Well-rounded Tech Support

We truly believe in investing in our technical support engineers by offering formal and support training and technical education, which helps the support team stay updated on technical trends

particle
Technical Support Customer Centric Business Philosophy Icon
Customer Centric Business Philosophy

Our technical support and services team acts as a solution centre for each partner’s unique needs by taking a customer centric service approach. Our team stays with you till they make sure that your issue is fully resolved

particle
Technical Support A Collection Of Appropriate Support Tools Icon
A collection of appropriate support tools

We offer a suite of service tools like FAQ, support videos, webinars or technical notes that contain answers to countless questions

particle
Technical Support Backend Integration Icon
Backend Integration

We establish a consumer-style, self-enablement channel integrated with the backend for the Technical Support team to raise tickets, request modules and check statuses 

space_bar

Our Expertise

space_bar

Best Tech Support for Lowering Costs and Increasing Efficiency: We help you automate responses to standard technical issues and improve agent efficiency so you can scale your technical support services. Our agents provide your customers quick and easy resolutions across channels. You get access to a highly experienced, skilled team for managing more complex problems that need higher-level support.

Omni Channel 24*7*365 Global Support Solutions : We offer voice, live messenger, omni-channel, onshore, nearshore, offshore, Work From Home, inbound or outbound tech support outsourcing services. We provide follow-the-sun global support in 24x7x365.

Comprehensive Services Portfolio: We offer comprehensive set of technical support services including break fix support, security patch installation, onsite and offsite consulting.

Experienced Tech Support Outsourcing Company:We are seasoned company offering tech support across a wide range of industries like telecommunications, Hi Tech, Media.

space_bar

Key Metrics

space_bar
Customer Support Support Transactions Calls Chats Email Key Metrics Icon
100K+ / Month
Support Transactions (Phone + Email + Chat)
Technical Support Of The Transactions Gets Resolved In The First Call Fcr Key Metrics Icons
> 85%

Of The Transactions Gets Resolved In The First Call (FCR)

Technical Support Service Level Management With Abandon Rate Key Metrics Icons
>98%

Service Level Management With Abandon Rate Of < 5%

Data Management Data Fitness For Use For Business Processes To Drive Consistency Completeness Or Accuracy Key Metrics Icon
< 5%

Of The Transaction Get Escalated To L2 Or L3 Levels

Tac Customer Satisfaction Score On Resolutions Key Metrics Icon
> 89%

Customer Satisfaction On The Service Performed

space_bar

Tools & Technologies

space_bar
Asterisk
Avaya Cms
Bomgar
Citrix
Five9
Genesys
Happyfox
Jira
Liveperson
Logmein
Nice Incontact
Remedy
Salesforce
Servicenow
Zendesk
Banner
Learn to optimize your technical support spend to gain higher return for value