With increased adoption of technology in home and SMB segment, consumer technology companies are growing manifold in terms of newer products, channels and geographies. In the environment of heightened competition, a consumer technology support company needs to extend world-class superior support services to its customers to retain and build their base. It will be a huge challenge to do the balancing act between offering end-consumer SLA driven high quality IT support services and at the same time keep capital costs and operation expenditure down.
At CSS we specialize in helping technology companies extend world-class support services to their customers, and thereby retain and build their customer base. At the same time, we help you counter competitive pressures by helping you reduce your capital and operating costs.
We bring to the table expertise of handling 35 Million+ support requests, proven track record of supporting 30+ technology customers on 600+ products and services. CSS has consistently offered a superior quality solution and business value proposition, unmatchable by regular support solution providers.
We fully understand that customer queries have to be solved “first-time-right, every time”. With a highly dynamic support team, that displays positive energy including: pride of workmanship, a feeling of ownership, good planning, coordination and the willingness to take the “extra effort”, CSS helps you balance between increased qualities of customer services vs. cost containment via:Increasing the probability of First Contact Resolution (FCR). Higher FCR is enabled through exceptional technical, diagnostic, problem solving & customer interaction skills of CSS engineers. Significant reduction in number of “repeat support calls”, means lowering of costs.
productivity.High quality support provided during every interaction, and proactively offering recommendations to address probable future support queries, results in a lower number of “related support calls”.A Knowledge-centric approach to supportsolutions aimed at minimizing the support need itself. Frequent and appropriate additions to FAQ entries (or knowledge based articles) as part