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WHY
How does tech support outsourcing work?
On the Internet, you can find many different outsourcing schemes. The best technical support option is considered to be: The client of the company applies through a phone call or in writing, using a special service, e-mail, to receive information about the product.
The specialist who accepted the appeal records it in the database with notes on the details of the appeal. Helps to answer the client's question, and if there is not enough knowledge to answer, redirects the call to the company's specialist.
Stages of organizing outsourcing technical support
At the first stage of cooperation, all possible information about the campaign is collected, which is presented by specialists. Then, all the details are discussed with the customer, manufacturing features and other distinctive aspects of the company are discussed. Discussion is underway regarding the answers to the most frequently asked questions from clients.
Technical support services
In total, there are three areas of outsourcing customer support: consultation; if the company sells any complex products, a remote solution to the problems that have arisen with the purchased products is made; preparation and processing of new applications, with further transfer of this entire base of potential customers to the customer.
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