Technical Support
Technical support is a huge drain on resources that your business could invest in other competitive areas. Outsourcing frees up these resources, but everyone in the US, UK and Australia has dealt with technical support, and the biggest complaint is that because the tech support is outsourced, it’s not up to the quality standards of native help. This means tech issues take longer to get resolved or don’t get resolved at all, callers ending their inquiries in frustration. But all tech support outsourcing is not created the same, as quality is very dependent on location. The Philippines gets the best results when it comes to honing the ability of its tech support staff to understand Western culture, dialect and accent in order to make handling tech support calls as efficient and effective as possible. SkyeDesk strives to make you feel confident and comfortable letting our remote workers handle your customers as if they are our own.
Access the latest cloud-based technology minus the learning curve | 24/7 customer support including holidays and weekends | No training, benefits or costly salary | Scale up and scale down quickly as needed | Faster response time and increased performance
Technical support
Technical support is a huge drain on resources that your business could invest in other competitive areas. Outsourcing frees up these resources, but everyone in the US, UK and Australia has dealt with technical support, and the biggest complaint is that because the tech support is outsourced, it’s not up to the quality standards of native help. This means tech issues take longer to get resolved or don’t get resolved at all, callers ending their inquiries in frustration. But all tech support outsourcing is not created the same, as quality is very dependent on location. The Philippines gets the best results when it comes to honing the ability of its tech support staff to understand Western culture, dialect and accent in order to make handling tech support calls as efficient and effective as possible. SkyeDesk strives to make you feel confident and comfortable letting our remote workers handle your customers as if they are our own.
Access the latest cloud-based technology minus the learning curve
24/7 customer support including holidays and weekends
No training, benefits or costly salary
Scale up and scale down quickly as needed
Faster response time and increased performance
Expert Tech Support For Every Tier Required
We start off each remote worker as a specialist in just one type of technology or product, then move them to second and third tiers. As customer complaints are moved through the tiered system, they are escalated according to severity, allowing the right tech support specialist to solve the problem. The benefits of a tiered system are clear: minimize support costs, organize further improvement feedback, and resolve customer needs based on a strategy that does not let employees get slowed down by issues irrelevant to their knowledge. SkyeDesk makes sure that this process occurs as efficiently as possible so that your customers don’t wait on lengthy follow-up calls and lose interest in doing business with you.
Technical Support Services
Tier 1
There is another Tier before 1—0. But it’s mostly automated in the form of chatbots, FAQs, digital virtual assistants, or any other source of information that can be accessed by the customer themselves. But when issues can’t be resolved by the customer, Tier 1 steps in and handles all common problems. For this reason Tier 1 is generally a primary point of contact in the form of a 24/7 call center.
Tier 2
This is administrative-level support. Tier 2 employees are experts in two types of products or technology or more. While this tier might not solve every problem, they pass it down the chain of command by troubleshooting in the correct manner.
Tier 2
This is administrative-level support. Tier 2 employees are experts in two types of products or technology or more. While this tier might not solve every problem, they pass it down the chain of command by troubleshooting in the correct manner.
Tier 3
This tier is called back-end support, and is the highest level of support except in rare industries that move to level 4, such as manufacturing. These experts deal with a wide range of offerings from a company.
The Benefits of Outsourcing Your Tech Support
Every reason to outsource your tech support comes back to one core motivation: making your business better. Scalability, improved quality, and lower IT costs are the main ways you can make your business better by outsourcing with SkyeDesk.
Improve quality: The naysayers will state that outsourcing to the Philippines will actually decrease your quality overall. This is only true if you hire the wrong outsourcing company. Tech support issues arise when distance forms between you and the problems your customers are experiencing. If a remote worker forgets to include important information your view of the problem will be inaccurate. Our employees are so well trained that they raise the bar for your current employees, not lower it.
Improve Scalability: What do you do when your customers have a peak period of problems and as a result contact tech support in huge numbers? If you’re like a lot of companies, you simply provide worse service via longer wait times and lose customers as a result. Stop hiring and firing depending on your demand for support and simply let our outsourcing flow with your business naturally.
Lower IT Costs: Your team can be reduced, but you can’t do much with tech once you’ve purchased it. When you use our team you don’t need to dive into a sea of fixed costs, or the capital required to maintain those systems over time.
The Difference of Outsourcing Your Technical Support With SkyeDesk
No business can do all of its tech support by itself past a certain point of growth, or without sacrificing some area where a customer needs help. Tech support is thereby an understanding element of business to outsource to Asia, but how do you choose a provider? Many look and sound good, but few set the bar where we do. Call SkyeDesk today to discuss further your ability to save up to 70% off your current operational costs.
The Difference of Outsourcing Your Technical Support With SkyeDesk
No business can do all of its tech support by itself past a certain point of growth, or without sacrificing some area where a customer needs help. Tech support is thereby an understanding element of business to outsource to Asia, but how do you choose a provider? Many look and sound good, but few set the bar where we do. Call SkyeDesk today to discuss further your ability to save up to 70% off your current operational costs.