SupportTechs – THE proven solution….

At SupportTechs, we are experts at turning moments of frustration into opportunities to earn customer loyalty. Our agents are trained to do more than just read a script, they use deductive reasoning to quickly get to the heart of the problem. Our Contact Center Associates are hand picked and then professionally trained in Customer Service. They hold industry certifications as well as participate in extensive “hands on” product training. Agents are taught the basics of each type of product, are required to spend time learning to use it and therefore are much faster and more accurate when it comes to troubleshooting your customer’s specific problem.

Although dedicated agents are available, cross training of agents is encouraged for two reasons: To enable us to most efficiently manage queue time as well as to keep Agents motivated and up to speed on the latest technology. Our Associates portray a seamless extension of your company’s ideals and culture. The result of this is customer satisfaction equal to or better than doing the work in-house and a reduced transaction cost which goes straight to your bottom line.

SupportTechs customer contact skills are demonstrated by our low abandonment rates, high first call resolution rates, low RMA rates, low returns to retail and high customer satisfaction rates. Our multimedia contact center located outside Chicago, IL provides support in several languages and is available 24/7/365, via phone, web, email, chat or fax.

Utilizing our state of the art Web-based Management Technology CRM, agents are able to capture and save historical data on all customer interactions, enabling clients to access call tracking, reporting and performance information online, and in real-time. Our CRM is fully customizable to capture any specific marketing or reporting information you require. Combined with our extensive knowledgebase, our Agents have all the tools they need to solve the customer’s problem the first time.

If you think outsourcing means that you will be losing control of your company’s customer service, think again. If at any time you want to bypass the usual reports and just get a sense of what’s really going on with your products, you are free to stop by and visit with our Contact Center Associates or simply dial our secret “bat phone” # and get direct access to an Agent on the floor.

Our wide variety of experience in services from basic customer service support to complex multi-branded technical support allows us to be a versatile solution for all your customer management needs. Whether you are looking to outsource an entire customer care program or are just looking for a la carte services, we can take care of you and your customers.