The Challenge

From basic help desk to advanced hardware and software support, we help you choose the best mix of solutions for your customers. Technical problems don’t always occur during regular business hours – that is why we provide cost-effective 24-hour voice and online assistance. We offer Tier 1 Basic Support, Tier 2 Intermediate Support and Tier 3 Advanced Support to help you deliver technical and product support across all channels and levels.

Total Customer Support

SUPPORTrix

Whenever something goes wrong, your customers want their problem to be fixed immediately. For this reason, we have developed SUPPORTrix, a full-service, 24/7 remote IT help desk to help you deliver high-quality, low-cost technical support to your customers, even for the difficult, out-of-scope issues. Our highly skilled and experienced team of technicians and engineers are able to quickly solve a wide range of complex technical issues often in just one call.

Omni-Channel Customer Engagement

Rapid technology changes are affecting the ways customers interact with your brand. To attract and retain relationships, it is now essential to provide integrated and robust support the way your customers want it—email, social media, chat or phone.

Knowledge Management

Each customer touch is a reflection of your brand. Your support team must have an extensive knowledge of the products and processes, as well as sufficient resources to yield a positive customer experience. Our KnowledgeBase solution for contact centers is a centralized database of information and processes that equips contact center agents with tools that let them optimize a consistent customer service experience.

Computer Telephony Integration (CTI)

Consistent with our commitment to efficiency and velocity, all Concentrix call centers come equipped with Computer Telephony Integration (CTI). This technology enables your customers’ data to be pre-populated on our agents’ screens, providing a more personal experience and faster call resolution.

Increased Customer Satisfaction

SUPPORTrix

By adding our SUPPORTrix solution to your tool belt, the calls that used to hurt your metrics now start to provide revenue-generating opportunities, along with higher customer satisfaction and retention. You no longer have to worry about recruiting, hiring and retaining employees with unique skill-sets that may not be fully utilized; we take care of that for you. We offer full spectrum support, from networking and consumer electronics, to Mac and PC technologies, and more. Unlike most pay-for-support help desks, your customer is not charged until they agree that their issue is resolved. This leads to a lower cost of service and profit share, with increased customer satisfaction.

Omni-Channel Customer Engagement

Our experienced data analysts will help you cut through the noise created in today’s interaction-rich environment to identify and prioritize those messages that carry real value. By analyzing the digital environment and understanding your customers, our agents can engage with them by using the appropriate channels, thus maximizing any opportunities presented.

Knowledge Management

The Concentrix KnowledgeBase solution for contact centers has all of the tools and resources needed by every agent so that they represent your brand at the highest level. This enables our agents have a lower Average Handling Time (AHT) and achieve a higher rate of success at First Call Resolution (FCR).

Computer Telephony Integration (CTI)

Consistent with our commitment to efficiency and velocity, all Concentrix call centers come equipped with Computer Telephony Integration (CTI). This technology enables your customers data to be pre-populated on our agents’ screens, providing a more personal experience and faster call resolution.

What’s Your Customer Strategy?