Helpdesk Support | 24X7 Email Support | Offshore Email Support | Email Support Services | Outsourced Email Support

Benefits of 24x7 Email Support -

• A well-organized and responsive email support or helpdesk support enhances the brand value of the hosting company. It plays a critical role in the growth of the hosting provider
• Email Support has assumed the responsibility of being a starting contact point between wherein customers exchange data with the support team. This necessitates that every company have a full fledged team for email support.
• Providing email support and helpdesk support is a cost effective, cheap and uninvasive form of support which can be accessed at all places irrespective of the time.
• Giving customers quick and accurate resolutions for their issues increases customer satisfaction rates.
• Offshore email support enables you to achieve a balance between regular issues and critical complex issues ensuring equal and unbiased attention to every support instance.
• Having an outsourced technical support team for emails and helpdesks gives you the time and focus required to concentrate on your core areas of sales and marketing the hosting business.

The Actual Work Flow of a Helpdesk System -

• A collection of FAQ's and most common issues is made which functions as a knowledgebase. This would be in tandem with the frequent support requirements of your customers. This knowledgebase is constantly updated and its collection is increased from time to time to improve its standards and knowledge quality.
• Every time a new ticket or email hits the board, it is first scanned and then routed to the concerned department which is responsible for it.
• A dedicated email support technician then takes over the new ticket or email and works towards getting a resolution for the issue.
• A simple, clear reply with all the possible details is then given to the customer post-resolution of the issue raised. This helps reduce repeat replies or follow-ups which saves precious man hours per email instance.
• Wherever and whenever possible, the knowledgebase is employed to get instant replies and solutions to reduce turn-around times and response times on the emails and tickets. These saved knowledgebase replies have the ability to be personalized to give the customer an impression that it’s a personal resolution for them.

To follow these standards and conventions, we have a competent team of support engineers who are well versed in the use of different helpdesk systems like Kayako Helpdesk, Cerberus Systems, PHP board and so on. They also have been trained in email etiquettes which gives the customers a feel of getting professional email support. This is what brings several top hosting companies to us, and along with them come their customers and the experience of handling them.

At Optimus Vision Technologies we follow a multi-point architecture on the helpdesks which removes the possibility of delays and always gives perfect email resolutions.

• Top Quality Technical Support
• Empathy towards customers
• 100% resolution of all tickets and emails
• Appropriate escalations performed wherever necessary

If the hosting company so requires, we also abide by their service level agreements where answers and replies have to be given within a stipulated time frame as may be the case. We have a long experience of sticking to 10 minute response times, 20 minute response times and 30 minute response times as is required by the hosting company.