Technical support services are critical to the success of high-tech product businesses. The inherent complexity of equipment and operational ecosystems has increased tremendously, resulting in increased costs with infrastructure administration for customers, and support for product vendors. Deployed in diverse configurations, extended support contracts - at significant cost - are now a necessity. Technical support can thus be a key product differentiator, improving customer satisfaction and retention, and generating revenue.
MindTree has the specialized engineering and support skills to provide reliable enterprise product support. We leverage our years of experience with a whole gamut of IT services to address complexities within devices, IT, and the actual process of providing support. MindTree’s proven track record in product engineering and application development assures smooth transitions and superlative handling of all customer-facing activity.
MindTree has the specialized engineering and support skills to provide reliable enterprise product support. We leverage our years of experience with a whole gamut of IT services to address complexities within devices, IT, and the actual process of providing support. MindTree’s proven track record in product engineering and application development assures smooth transitions and superlative handling of all customer-facing activity.
Our Services
MindTree’s Technical Support services include:- Private labeled support services for enterprise level hardware and software product companies
- Multi-channel (telephone/fax, e-mail, chat, web) support on 24x7 basis
- Multi-level support (Level-1, Level-2, and Level-3 support)
- Test labs for reproducing customer reported problems
Why MindTree
- Extensive experience providing engineering services to high-tech product companies
- High levels of technical depth within support services
- MindTree can be your single partner for both engineering and product support
- World-class telecom and technical support centre infrastructure for phone-based support
- Traditional approaches involve level 1 support through a call centre, and level 2 and level 3 support through a development partner; with MindTree, product companies and technology service providers have access to all levels of support from a single partner
- MindTree understands that positive end-user experiences are the result of certain key qualities of support professionals including - customer empathy, problem comprehension, and technical accuracy; we rigorously apply this understanding during recruitment and training of our team members
Benefits
Better revenue generation
- Up-sell of products, thanks to a superior end-user technical support experience
- Increased number of support contracts and renewals thereafter
Reduced cost of operations
- Recurring 30%-40% saving annually
- Risk mitigation of seasonal increases in work force
Better support
- Improved customer satisfaction through higher skill-levels
- Higher technical competency at level 1, resulting in better resolutions and customer delight
Better business analytics
- Usage analysis for product and support process improvements
- End-user feedback on product features and support
Single partner
- For engineering, development, testing and support
