24/7 support solutions

Addressing customer concerns and providing apt support on issues covering segments like sales, billing and technical problems pose a real challenge, more so when this needs to be handled everyday. Handling large volumes of queries within a reasonable time frame to ensure customer satisfaction is again a herculean task by itself.

Blits's support analysts made a comprehensive study on the various conditions and potentials required for providing precise solutions to customers within the stipulated time frame.

A group of experienced support agents are identified to take up the helpdesk challenge. Training on the domains, business processes, technology know-how and issues are provided. The quality ensuing approach of simulation is employed and the trainees are made to handle mock issues they are most likely to face in real environment. Based on this, new procedures, protocols, and resources are identified. Risk factors are isolated and respective risk management procedures are specified. Training is also imparted to facilitate the agents in handling Level-1 to Level-4 of the tickets management system. Promptness is ensured in the requisite training process and our team finally goes live to handle customer queries.

The performance of agents is closely supervised and certain reviews\suggestions are given to ensure that customers are replied within 30 minutes. The entire system is well chalked out and it ensures that agents are available 24/7. Neatly drawn procedures for handling situations where huge volumes of customer emails can be processed, procedures for consultation, collaboration and escalation were all made to fall into place. The preferred outcome of the assignment is met within a few days from its commencement.