55% improvement in first time resolution on a software technical support project

Problem:

This client offers their customers assistance in switching Internet Service Providers (ISP) and associated email accounts. A software program is used to help customers complete the switch. Establishing an in-house team to handle complaints during the switch is an expensive exercise since a lot of time and money is invested in training and personnel.

Problems faced by the client included:

Addressing technical issues encountered by customers during switch to ISPs
Resolving tickets raised as a result of switching to ISPs

Client’s expectation from Integra

Customers of the client have to deal with many processes and steps when switching from one provider to another or one email account to another. The following are the processes that need to be done:

Move the contact list
Notify contacts about the switch
Forward existing details to the new account
Set up an auto forward for the future
Close the existing account

To help customers make the switch seamlessly, our client had to invest in building an in-house team which worked out to be quite expensive. The client enlisted Integra’s help to set up a dedicated team to address technical issues and resolve tickets raised during their customer’s ISP/email account switching process.

Our solution to the problem 💡

We quickly assembled a team of well experienced customer support agents with excellent technical skills. We started a training program for the new team to learn the software, process and finer details of switching and troubleshooting any potential issues.

Within a week, our staff was able to take on the customer queries. Currently we handle all our client's technical support calls, 24/7. We provide this technical support both via email and telephone.

Tasks handled 📋

24x7 technical support to troubleshoot issues and answer queries

Email ticket support
Telephone

Result 👍