Virtual Assistant and Helpdesk Services

Chat and Email Support Services

Being there for your customers makes a lot of difference. When your customers or potential customers need instant help, chat agents or virtual agents can be a great help. Our chat and email support services comprise of:

• Level 1 Support Services
• Real-time Chat, Email, and Web support
• Support for regular queries or issues

• Level 2 Support Services
• Troubleshooting support
• Urgent or emergency support

Benefits

An outsourced help desk keeps your business running smoothly. Our team works as a part of your own team and learns your business processes quickly. While they work as your extended team, we take care of them as an organization, giving them a great work environment, rewarding performance, celebrating successes, and training and mentoring.

Salient Features:

• Documentation: Key processes are documented for training, reference, and refreshers for the team, so that any new induction into the team has a shorter learning curve. The documentation also serves as a ready reckoner or job aid for the team.
• SLAs and reporting: Depending upon the SLAs agreed upon, for example, average time to resolution, first response time (FRT), resolution rate (RR), etc., we report out performance monthly or fortnightly, in the form of dashboards.