Figure : Technical support service offerings
The Tech Support Services include the following key offerings:
- Strategy – Leverage our digital customer support maturity model to conduct a 3–4 week assessment to identify opportunities to reimagine customer and agent journeys, deflect support requests via device telemetry, self-service & AI, drive operational efficiency using Six Sigma & LEAN initiatives for waste reduction, Wipro HarmonyTM for process mapping, ColossusTM to enable audits along with a robust information management system for SLA & performance reporting, and leverage analytics to provide 360o customer feedback and product insights
- Technology enablement – Evaluate and implement fit for purpose technologies including AI, bots and analytics using our prebuilt IPs & tools
- Operational support – Problem simulation & diagnosis, L0-L4 technical troubleshooting, setup & installation, up sell & cross sell, complaints management, RMA & dispatch, order enquiry and status, warranty processing and remote support
Industry trajectory
- Devices and infrastructure accounts for around 23% and software for 12% of the global IT industry
- 44% companies see helpdesk and first line support as a critical focus area
- 84% companies have put in significant effort into enabling their remote workforce
- 39% companies have placed more focus on cybersecurity
Source: https://comptiacdn.azureedge.net/webcontent/docs/default-source/research-reports/report---2021-comptia-it-industry-outlook.pdf?sfvrsn=18f99ffd_0
Keeping pace with the ever-changing industry trends, we offer comprehensive end-to-end services to our clients including:
- 24*7 customer service powered by live agents and bots
- Remote support and resolution
- Field support
- Cloud hosted of contact centers solution
- Self-service and self help
- Develop AR/VR based support environment
