Technology vendors set themselves apart with innovative solutions and superior support. Customers are their lifeblood; the source of revenue and future product enhancements. To succeed, the right tools are needed to provide an exceptional customer experience and to mine data from these interactions for valuable insight into the features the market demands for future versions.
Business Challenges
Today’s technology call center operations suffer from:
- A lack of business intelligence, service metrics, and actionable data to measure support and capture critical market insights.
- Inconsistent customer experience across care channels that do not meet the service expectations of callers.
- Steep upfront costs and expensive ongoing maintenance fees that reduces the return on investment, forcing a focus on cost reduction instead of increased service levels.
- An inability to work from varied locations or from home in the case of emergencies, such as an unexpected power outage or storm.
- A technology that is difficult to use and time-consuming to implement system changes, which results in unhappy, frustrated users, who in turn perform at lower levels.
- Technology that dictates the way you work, as opposed to allowing you to change the way it works to suit your unique operational methods and procedures.
Telax Solutions
Telax Hosted Call Center for the technology sector enables proactive organizations like yours to:
- Handle complex customer issues easily and effectively by routing to the last support staff that spoke to the customer.
- Access customer insights from every interaction to always improve the customer experience.
- Quickly integrate with many ticketing solutions or CRMs such as: Salesforce.com, Microsoft CRM, ServiceNow, and more.
- Easily implement disaster recovery plans and emergency communication for all situations.
- Replace upfront capital expenditure and unpredictable ongoing maintenance costs with a single line item on your monthly expenses. A fixed price dictated solely by your needs.
- Keep your IT department happy because there is no additional load on their hardware, network, or support team.
Learn how others in the technology sector, such as Afilias, Certicom (RIM), Ecobee, and Ceryx support their value chain by enabling a technology that keep their technical support teams and customers happy.
