Technical Support

Make sure your customers can always reach someone with the knowledge they’re seeking

Overview

We focus on post-purchase technical support issues for our clients, notable questions about the product, warranties, returns, etc. We do not focus on pre-purchase technical support, which tends to be more IT-driven support, i.e. “I can’t check out my cart on an Android.”  
 
We focus on customer needs post-purchase, and then we give you those insights from those customer calls so that you can make more informed decisions about product, marketing, and sales in the future. 
 
Technical support can often feel like a “check box” function because no one is going to interact with a company that lacks technical support. We try to turn it into a transformative function so that your technical support is a component that helps power your growth. Obviously, customer needs must be solved, and quickly, but what if technical support could accomplish even more for your business?

The Problem You Need Solved

Your customers and potential customers have concerns, questions, and other needs related to your products and services. They want answers that will resolve their issues quickly. Sometimes that’s a person that knows the product like the back of their hand and can walk them through troubleshooting steps. Other times, that’s an informative and concise self-help resource. Getting your buyers speedy resolutions not only improves your purchase, it provides a huge lift to your brand reputation in the process. You want to do this seamlessly, at scale, and while containing costs as much as possible.

The second major brick in the technical support wall is that you need a way to understand where your customers’ concerns are, and then you need a way to actionably take those concerns and inform sales approaches, product road maps, and marketing campaigns.

On both, we can help.

Technical Support
Technical Support

How we approach technical support

We train up our agents on your best practices, and we create knowledge bases – updated frequently – so that the most common customer queries have a baseline of 3-4 answers, for easy agent usage. We work with your brand to empower agents to periodically condense their customer call findings and offer sales, product, and marketing advice to your brand.  
 
Finally, we track everything you want to be tracked (first-call resolution, hold times, volume absorption, etc.) and consult with you on other key metrics to see how your customers are reacting. We drive customer retention and satisfaction through well-trained, empowered agent work. 

Industries

Technical support applies to all industries, but especially those with specific technical needs around the product, i.e. wearables or hardware gaming. 

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Technical Support

Why Conectys

Digital-first thinking

Chatbots, Robotic Process Automation, bespoke/custom AI solutions and a proprietary CRM. How can technology make things better, faster, and safer for EVERYONE?

Consultative partner

We regularly co-create strategies with clients and inform product/sales decisions.

Global Outsourcing Partner

13 locations, 35+ languages, WFH agents, and 24/7 availability.

Flexible

Pricing models, staffing models (up/down seasonal demand), training approaches, and more.

testimonial

Perfect team, professional approach, very satisfied

Human Resource Executive, Automotive Manufacturing

testimonial

Conectys is an excellent partner, especially given our own rapid development and growth as a business

Director of Operations, Internet Service Provider

testimonial

Excellent growth for the company and evidence of building the necessary resources to accommodate that growth

Judge, Stevie Awards

testimonial

Our clients customer experience improved considerably. Highly recommend

CEO, Sports Monitoring Instruments

testimonial

An excellent partner. Conectys some very high-quality individuals and have proven, on several occasions, their willingness to adapt to the changing needs of our business

Project Manager, Global Payments Solution Provider

testimonial

I’m a Conectys promoter.

CEO, Luxury Automotive Manufacturing

Conectys awards for CX and Trust & Safety

2022

Conectys wins Silver Stevie Award for Contact Center of the Year

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2022

Conectys wins Best Use of Technology in CX Stevie® award with BlueTweak

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2021

Conectys wins Bronze Stevie Award for Contact Center of the year

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2021

Conectys Named Finalist in European Contact Centre and Customer Service Awards

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2021

Conectys named Finalist in 2021 Engage Awards for Customer and Employee Engagement

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2020

Silver Stevie® Award for Contact Center or Customer Service Outsourcing Provider of the Year

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