Customers are requesting support from Software Product Companies that is predictable, expanded and mirror their changing needs. Software Product Companies, in turn, are expanding their commitment to Customer Satisfaction with enhanced Support Life-Cycle Policy for Products. However they are looking at creative ways to reduce their costs without sacrificing value and quality. 24×7 ESI Product Support group helps these companies through innovative Customer and Product Support Solutions.
Clear and predictable product support road maps are essential for customers to effectively plan implementations of new technology, predict costs, and justify purchases to management and budget for future technology replacements. We can help Software Product Companies provide a Clear and Predictable Product support either supplementing existing customer support (e.g. provide after-hours support), or take over full responsibility for Tier 1 and Tier 2 support. Our services can be provided through our 24×7 Technology Support center (through voice, IVR, e-mail and fax), including interactions over the web (our Self-Service Portal, and web-based chat).
24×7 ESI Product support solutions include:
|Customer & Product Support (Tier 1, Tier 2)|
|Total outsource, or blended with in-house support|
|Business hours, after hours, or 24×7 Support|
|Multi-Channel Options (Phone, IVR, eMail, Fax, Chat)|
|Supplemental On-Site Technical Support Staffing|
|End-customer customizations and Conduct performance testing of customer situations|
|Provide assistance during customer migrations to new releases|
|Handling support for multiple customer versions, including multi-lingual versions|
|Provide scripting assistance (creation and troubleshooting)|
|Development of Demo Features|
|Web-Based Customer Relationship Management Systems|
|Web Based Self-Service Portal|
|Provide documentation of known solutions for inclusion in knowledge repository|