Customer Support an indispensable after sales service technique

What is Customer support? Servicers offered to customers through third party service Companies and computer and software manufacturers is called Customer Support.

For example: A mobile Company manufactures and sells mobiles to its customers and the customer is having difficulty in operating the mobile phone, then the Company provides full support to the customer by hiring a professional call center team who aims at providing efficient services to the desired company and its customers. This call center is the third party service Company providing services to the client customers with absolute efficiency.

There are various Customer Support cells meant for providing efficient repair services to the customers as per client’s specifications. These include:

Carry-in service: Also called as depot service where-in the customer is supposed to bring in the equipment purchased, to the service depot to get it repaired free of cost in case the product is under warranty period. In this case the manufacturer is not liable of problems arising out of conveyance.

Mail-in service: In such service plans, the desired product is repaired by the manufacturer if the customer mails the product. These mailing charges are borne by the customer.

Hot Lines: Many manufacturers provide for toll-free numbers through which the customer can solve the problem after dialing that number and relating the problem to the customer support cell. These customer support people would be more than helpful to take up the task of solving the relevant problems and thus provide adequate support.

The aim of customer support cell is to provide state of the art services to their client’s customers and keep them satisfied in terms of product knowledge and its use. And any problem arising can be easily dealt with.

The phone call cost has to be borne by the customer, in case the customer support number is not toll-free.

Customer Support is also named as technical support as the services provided are technique-based. They help in carrying out the efficient operations of a product on customer’s part and maintaining customer satisfaction at the best. Customer Support executives are equipped with relevant knowledge and common sense so as to combine the two capabilities and provide excellent services to the customers.

Customer Support improves customer services

To improve upon the customer services and support, the first and foremost step is to reduce churn and cut upon the operational cost. There are numerous products and services which require customer support as ongoing process. To meet the specifications of clients and work within the resources, customer support cell takes necessary steps. These steps include:

Equip your front desk staff with all the necessary information to solve customer problems during the first call itself.

It’s always beneficial to use local language that too in simple and understandable words to make the call as short as possible.

Relevant data should be shared amongst customer care cell and operations, so that they have a fair idea regarding Company’s expenses.

By automating the device management functions and providing self-care options, the call –time can be effectively reduced, thus bringing down operational cost.

Provide in advance all the information about service quality, subscription, billing, balance and other relevant information to avoid such important yet time consuming information on phone.

Customer support services are not only beneficial to the Company, but also to the customer. Through proper Call Center Services, the faults can be identified and secured at customer end only through proper information. Number of calls made to customer support cell will be reduced enormously thereby reducing tensions at customer’s end as well. However, since some problems have to there, so fewer calls will be made to customer support to reduce manpower at the customer support cell. Since the directions are in simple language and are multilingual then customers have comparatively less difficulty. In a way customer is benefitted, in terms of money, time and less frustration.

It’s not the customer and the Company that are benefitted, in fact the front-desk employees are also benefitted in such a way that they have to tackle the problem. Time taken to solve the problems has also been dramatically reduced. Executives can focus on more important tasks of the Company.

Marketing and management team also gain from efficient Customer Support. While marketing team can take up more assignments and provide quicker and efficient services, higher satisfaction on customer part will also lead to lesser customer churn and hence greater retention.

Eventually Management gets satisfied with efficient customer support because of reduced churn, increased customer focus and most of all greater efficiency.

Customer Assistance Center to satisfy our esteemed customers

A specialized Customer Assurance team is specially created to make an each and every customer happy after calling our Center. The team of specialized executives work with only one objective in mind and that is to deliver the services in such a way that whatever be the query of the customer, it gets resolved effectively.

Customer Assistance Center has to work with only one goal in mind that none of the customers should return unhappy. Even if a customer did not receive a satisfactory reply in the past and hence had a bad experience then also we want that customer to revert back to us so as to make amends for our past mistakes.

Our Customer Assistance Center stands by the customer to provide our valuable assistance at all times. Whether it is 12 in the noon or midnight our executives are available 24x7x365 to guide the customers through their state of the art services at any point of time.

For attaining this level of efficiency, we have trained professionals who through their proper guidance and knowledge make the executives understand about the product or services related problems and their effective solutions. All problems briefed by the client are based on past experiences and such problems are just not the same in every case. Moreover no two callers are same. Therefore, executives have to be trained enough to understand the problem of the caller and accordingly resolve the issue in the caller’s language only. This is where our customer assistance center has generated superiority as regards our clients.

These executives at our end are dedicated executives who are willing to offer their services in an effective manner and are always ready to help their customers through the proper channel of customer assistance center. Many a times the customer is hard and tough to not take up to any resolutions then supervisors come to their rescue and make the tough customer resolve to his or her problem in soft and assertive tone.

Customer Assistance Center works to provide total customer support thereby writing down the rules for total efficiency in network. We have resource back-up also to get the client moving quickly and profitably.

Contact Center efficiency earmarked by Vishnu Solutions

Whatever we do or perform, it has got to be the best. It is with this motive that we established ourselves amongst some of the leading Contact Centers. In fact our customers are all International customers and they have to be serviced with more than their capacity. It was achieved through various means which include improving the quality of training and its consistency through training, coaching and monitoring programs. This process of mentoring always leads customer satisfaction.

By utilizing and integrating the approaches, it is made possible to identify and apply contact centre technologies and subsequently providing state of the art technologies. For any contact center to be successful, it is extremely important to create a 3600 view of daily, weekly and monthly report so as to analyze what is being achieved and what has to be achieved in forthcoming days.

All these activities are to enhance revenue opportunities which in turn are made available through improvisation of call handling training, its scripting and effective coaching. Contact Center provides results in the real world challenges. As a leading contact center, Vishnu Solutions is adequately equipped with technology, and resources for providing state of the art services to the respected clients and their esteemed customers.

Through our class-room and web based training courses we ensure that team is utilizing the capabilities of the contact center at the best.

Vishnu Solutions is able to provide its services as one of the best Contact Centers in such a way that all the activities are performed according to the clients’ specifications and interests.

Since customers are the sole medium of retention, to boost up sales, so these are served with utmost priority and respect. It is not a special task for Vishnu Solutions to perform. Rather it is a sort of ongoing process that has been put forth on an individual basis to meet the client’s individual requirements.

No two processes are the same and that is what Vishnu Solutions always keep in mind while getting the relevant task executed at any point of time. It is through diversity in its functions that Vishnu Solutions prove to be one amongst the best.

Back Office Processing Services reducing cost and time for clients

Vishnu Solution offers back office processing services to their clients in telecom, insurance and financial services sector. Back office offerings include finance and human resource services. These services include complete accounting, billing and collection process which include receiving documents, scanning, and data entry, printing and follow-up.

Our clients have been constantly experiencing reduction in processing cost and time and a simultaneous increase in quality and accuracy of transaction. There are many such Companies in the West that are mainly targeted to their core business of manufacturing. For this very reason, these business groups are outsourcing their Back office Operations to offshore BPO firms like Vishnu Solutions. This trend of involving Indian BPO Companies from by the western Companies is increasing day by day. We as Indian Companies are working on to provide a wide variety of mission critical information processing services to our offshore clients.

The world of Global Back Office Operations is on a rise in a way that the players, services and connectivity, all are increasing in this market. In this competitive market we offer to maximize our opportunities for acquiring, retaining and growing our customer base. We are constantly delivering value added services to our customers at every stage of the life cycle of customer services. This ranges from customer acquisition to cross-selling, from customer care to help desk and much more. All these services involve crucial role to be played by us as Vishnu Solutions in delivering our state of the art services and maintain our credibility all through the client’s customer care lifecycle.

It is through our consistent effort that Vishnu Solutions is building a solid base of clients who have enormous faith in their Back Office Processing Vendor.

We work closely with our clients to understand their processes and quality requirements. Then only a proper framework of back office processing activities is drafted constituting mapping processes, development of training content, and implementation of training guidelines as per client’s specifications.

These Back Office Processing Services is the integration of inbound and outbound processes with total customer management.