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As an ISV, your customers’ satisfaction levels are directly linked to how fast you respond to their queries and how effectively you resolve the issues faced by your customers. At this time, you may face one or more of the following challenges:
- Lack of funds to set up a technical support team of the required size
- Non-availability of appropriately skilled resources to effectively handle support issues
- Lack of skills required to support a wide range of browsers, applications servers, databases, and operating system platforms including Mac.
- Absence of infrastructure that can efficiently track the support issues until they are resolved to the fullest satisfaction of your customers
- Absence of knowledgebase and a solutions database that your customers can access to find solutions themselves instead of reporting the issues to your technical support team
- Dissatisfaction with current outsourced provider’s solution
Are these challenges keeping you up at night? You know that providing the right level of tech support is critical to maintaining a positive customer relationship and in some cases achieving end customer SLA’s. Your next step is to find the right solution.
Infogain’s Level 1 and 2 Tech Support Solution for ISV’s
Infogain has developed a solution offering that will help you dramatically enhance customer satisfaction by making it easier for your customers to find solutions to their problems related to your software and providing fast and effective resolutions to the issues that are reported.
The solution offering has the following important components:
- Comprehensive workflow and query management
Infogain’s Support Issue Reporting System supports a comprehensive pre-defined workflow so that any questions that are not answered by the Level 1 engineers are effectively passed on to the Level 2 engineers and monitored through resolution or further escalation to your Level 3 support team. The system provides end-to-end tracking and escalates any issues near the Service Level limit to the Technical support manager for help in timely closure.
For any given issue the tech team representative will communicate the progress to the customer on a regular basis, and seek feedback from the customer on how we handled their issue on its closure so that we can continuously improve.
When Level 2 engineers identify any defect in the product, they record it in Infogain’s issue reporting system, provide a work-around, and initiate a appropriately prioritized defect in Infogain’s Defect Tracking System which is linked to the Support Issue Reporting System. The Level 2 engineers also ensure that the customer gets a patch once the defect is fixed.
Reports from the system show actual performance against service levels so that the technical support management can address any bandwidth or skills issues.
- Self-Service Knowledgebase
We organize and set up a customer accessible knowledgebase which provides easy access to User manuals, Patches, and FAQ. It also contains easily searchable solutions to queries/problems that have been earlier reported by the customers. Users can view tutorials and other video material with Infogain’s reverse ajax video streaming solution. These tools help your customers easily find solutions related to commonly faced problems and therefore reduce the volume of issues that are reported.
- Multi-channel Technical Support System
If you have customers outside of the US, in order to increase the customer satisfaction, it is necessary that you have a 24 X 7 technical support center and your technical support engineers can effectively answer queries that are reported using non-English languages. This requires properly defining a 24 X 7 model and staffing it with resources considering the size of your customer base in different geographies.
- Multi-lingual, 24 X 7 Support team
Products need to be durable and yet flexible enough to absorb and embrace these changes with minimal impact on business logic. Your Infogain team will work with you to incorporate best practices in design to allow this flexibility.
- Readily configured and managed Environments
Your medium and large customers may be using an environment that they have customized or configured to meet their specific needs rather than your standard out-of-the-box configuration. Your Infogain tech support team will pro-actively and inexpensively set up and save customer environments of these key customers to help in easy reproduction of any problems users face and accelerate resolution.
- Well-defined Service Level Agreements
The Infogain tech team will work with you to define and publish the service levels that your customers should expect from your Infogain technical support team. Infogain will measure and report performance against service levels so that management can size the team, upgrade the skills, or improve the infrastructure if needed to meet the end customer service levels.
With Infogain’s Level 1 and 2 tech support offering, your customers will find solutions to their problems themselves through a well organized and easily accessible knowledgebase so that minimal technical support issues are reported. Your customers will see a well defined set of service levels -- such as response time -- for their issues, and Infogain will meet those service levels every time.
Your customers benefit…you benefit
By using Infogain’s Level 1 and 2 tech support services for ISV’s you will enhance your customers’ support experience while ensuring a seamless connection with your level 3 support team. At the same time you will achieve sustainable cost saving due to off-shoring and process optimization based on Infogain’s mature processes.
Contact us today to get started on improving your customers’ tech support experience.
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