Phone Support
We at iEnergizer, offers phone support services to handle the range of queries over the phone that includes explaining the usage of the product or a feature, sharing dealer's location to purchase the product or address to the nearest service centre for repairs, offer related queries, etc. In this process, our agent walks through the customers in a stepwise approach and guide them to perform the troubleshooting steps that can be easily performed over the phone in an attempt to resolve the concern.
For customers facing difficulty in operating the product or in case, there are technical concerns with the product, the level 1 & level 2 support is provided in-house. Wherein, the product like mobile phones or printers is remotely accessed to identify & fix the technical issue. For products which do not have the capability to be remotely accessed, the Tier 2 support is given by tenured agents who are trained on specific products by the Field & Factory team.
The efficiency & effectiveness of such calls is measured on the basis of the count of calls resolved/closed and we have a pretty high success rate in this regards which is well above the client’s expectations. All such closures help in avoiding a certain cost that would have been incurred by the client in roping in assistance from the service centres. In addition to this, it saves the customer the hassle of visiting the service centre or in waiting for an engineer to visit which further translates to a satisfied customer.
With these services offered in a row, we have been meeting the client defined targets for years now and measure the success rate in the form of Customer Satisfaction score.