Our Solution
Soup-to-Nuts: Support Engineering
Support engineering is what we call the process of working with you to develop your unique support solution. We help you choose the support options that provide the right mix of cost and responsiveness for your particular needs.
We work with you to develop the business processes that are needed to provide a high quality support experience for your customers. These processes cover issues such as:
- handling sales leads that result from a support interaction
- understanding what your security policies are and implementing them
- how to effectively deliver to you the feedback from the support process to improve your products and services
- handling the workflow of queries and solutions
- developing escalation rules and processes
- change coordination so that we are always in sync with your website changes
- managing service levels
We can also work to integrate your operational applications into the support process in a seamless fashion. This might, for example, include handling customer queries about the status of orders or about product availability, or providing input into your decision support applications.
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