Nirvana BPO India Offshore Outsourcing Services - Product Service Call Coordination

Product Service Call Coordination

Small team 24 X 7 Contact Center Services for the front-end of your Product Support response and coordination needs.

You would agree that...
Quality of product support is often the difference between success and failure of a brand. Customers today expect companies to be responsive and can be reached by phone or e-mail. In today’s environment product support as a differentiator has gone beyond industries such as software, industrial products, white goods, subscription service; in fact almost any product or service benefits from providing customers the confidence that you can be reached any time.

Your Situation
The context of your business requires your organization (rather than channel partners) to provide field service. Your field service and product support organization needs have reached a degree of complexity where the benefits of centralization of the field service response coordination are amply clear. The organization is clearly onto a consensus that the benefits of centralization outweigh the benefits of ‘local touch’ or ‘local knowledge’ which until now been the overriding concern.

You clearly feel the need to

Publish and deploy a nationwide contact number.
Move to a ‘in touch 24 X 7’ service organization.
Invest in modern CRM tools.
Deploy a modern case management platform.
Measure field service team performance.
Invest in tools for generating product service performance reports.
Invest in tools to provide work load visibility and facilitate work allocation.
Measure Customer satisfaction.

Building small teams can be a challenge for a 24 X 7 operation, which is why it is ripe to consider outsourced services. It surely does not have to be the huge investment it may be if done in-house.

Services
Nirvana Business Solutions (Nirvana) offers contact center services, staffed by experienced resources and backed by technology which is designed to provide clients with an unparalleled visibility into what we do. We do this using a range of tools such as digital two channel recording of all interactions with customers, web based machine extracted reports of team activity and performance – what we see is what you see. All of these tools go a long way towards helping our clients stay on top of processes carried out by Nirvana.

Nirvana provides a range of options, from dedicated teams to a mix of dedicated in peak hours and shared resource lean hours to shared resources at all hours. You could grow your contact capability as your need grows.

The range of process elements that our resources could be deployed for in your product support effort include:

Customer Call and e-mail handling.
Carry out the support entitlement check process that you may have.
Discern the type of problem and record it in predefined classifications.
‘Ticket’ callers’ problem and provide the customer with the ticket/reference no.
Provide the expected resolution time and process (as defined).
Route the ticket to appropriate support staff as defined by your work allocation rules.
Push any message that you may wish to provide to your customers during the call/in replying to e-mails.
Call back customers who may have left voicemails.
Administer C-Sat surveys.
Provide remedies in clearly defined situations.
Provide updates on follow on calls made by customers.
Nirvana also provides you with the option to use our hosted case management tool.