Case Study – Level 1 Technical Support
How Antasis helps companies in the IT-related Industry in providing technical support to their customers.
Companies in the IT-related Industry need to provide technical support to their customers. There are different levels of technical support.
The most common are Level 1, Level 2, and Level 3.
Level 1 technical support handles basic customer queries or issues like product usage or navigation issues. Level 2 technical support handles in-depth technical issues like product setup and configuration issues. Level 3 issues require the involvement of the engineers or programmers who designed and built the product.
Most of the customers that contact a product manufacturer for technical support fall under the Level 1 category. They usually call because they cannot figure out how to make the product work properly. They need basic assistance or information that they cannot find in the User’s manual.
Companies need to have a large number of Technical Support Representatives to handle their Level 1 support.
The most efficient and cost-effective way for companies to provide Level 1 technical support is to outsource it.
Antasis, a Singapore-based call centre, is currently providing Level 1 Technical Support to different companies in the Security Systems industry, IT System industry, and Merchant services industry
A Security Systems company is looking for ways to provide technical support to its customers. Their customers need a swift resolution to basic issues that they may encounter. Providing swift and pro-active responses to their customers leads to great customer experience.
The Client contacted Antasis and discussed how Antasis can help the Client with their Level 1 Technical Support requirements. The Client needs to have software that logs customer’s inquiries and the provided resolutions.
Antasis has teams of professional technical support representatives who are trained communicators as well.
Antasis did product training to its team of technical support representatives and was completed in just a week.
Antasis developed a customized Customer Relationship Management (CRM) application that integrates with the Client’s Customers Dashboard, Inventory, and GPS systems.
Antasis technical support team was deployed and started providing support to the Client’s End Users. The User-Friendly in-house CRM helps technical support professionals to efficiently provide swift resolution to their customer’s issues.
The Client was greatly satisfied with the result and continually renews their service contract with Antasis.
Antasis is a Business Process Outsourcing (BPO) company based in Singapore and has been serving companies for more than 17 years. They have offices in Malaysia, Indonesia, and the Philippines.
Antasis offers a wide range of services like data entry, customer service, technical support, and more.