Technical Support

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Value Proposition

It’s Not a Technical Difference, It’s a Real Difference

Providing technical support services is more than tech know-how; it’s about being there for customers. It’s a moment of truth when they need you most. You’re on the hook to deliver a fast and effective resolution while demonstrating the customer focus that’s synonymous with your brand. When things go wrong, showing how much you care goes a long way to building long-term customer advocacy.

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  • Technical Expertise
  • Tier one and tier two support, built on cross-vertical experience.

  • Service-Centric
  • Customer conversations that make an emotional connection.

  • Continuous Improvement
  • Shaped through delivering 4.5 million customer connections every day.

Our Approach

  • Technical Support With a Human Touch

If your organization is serious about building brand loyalty and advocacy, then you know the point of purchase is not the end of the customer journey. In fact, post-purchase is where the journey truly begins. This is why beyond being certified experts; our people also have the soft skills and training necessary to deliver technical support services in line with customer expectations.

This blend of capabilities and focus on customer experience (CX) ensures they fit seamlessly into your organization – B2B or B2C – reflecting your culture while supporting your existing teams. The goal of any customer-facing service, especially technical support, should be continuous improvement, as IT issues tend to bring out a special form of frustration in consumers. This is especially true when the service in question is something that drives so many consumers to interruptions in their daily life. With our Allied Global® Tech Support as a Service™ model, we have a customized partnership approach with superior support – a cost-effective technical support solution for you for Service Desk, Specialized Tech Support and Paid Tech Support solutions.

What do we offer?

  • Multilingual highly complex support delivered across a wide variety of channels, aided by automation and innovative technologies (B2C, B2B, SMB, B2E, and Engineering environments)
  • Technical solutions across the complete customer lifecycle from installation and activation to RMA management and parts/field support
  • Experience in wide range of industries: Consumer Electronics, telecommunications, E-commerce, Retail, Automotive, and New Economy companies
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  • Offerings for ISPs, MSPs, Wireless Carriers, and other telco services in addition to Retail, Automotive, and New Economy companies
  • Rapid and highly effective support, account and case management solutions that aid in augmentation and retention, decrease operating expenses, and optimize the CX
  • Tier 1 – Standard technical issues through proven processes; Tier 2 - Complex and escalated issues requiring more sophisticated troubleshooting procedures; Tier 3 - High-level support for large-scale, large-impact enterprise issues and cases; Tier 4 - Engineering services, including testing, product level resolution management, and lab services

Benefits

We proactively pool our resources, lessons learned and new experiences encountered across our client portfolio into a single best-practice knowledge base for sustained service enhancements. Thanks to monitoring common call drivers, we identify which recurring issues can be resolved via self-service or automation. Helping customers help themselves gives our teams even more time to dedicate their technical support expertise to handling the highest-value customer interactions where increased loyalty and advocacy are just one resolution away.