Technical Support Services and Solutions

Delivering a high-touch, “no dead-end” support solution to any technical problem.
 

 

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4 Tips to Strengthen IT Customer Service Response

As consumer demands continue to shift, customer care solutions teams are beginning to further rely on new and advanced technical support processes to better meet their patrons' needs.
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Trouble-free tech support.

Dealing with technical support can sometimes be a less than enjoyable experience for your customers. Our comprehensive technical support outsourcing solutions aim to provide positive customer experiences, across the technology ownership lifecycle. Whether its pre-sales, post-sales or in- or out-of-warranty support, our product experts possess the training, tools and expertise to solve technical issues in an insanely great (and painless) way.

Experience and insights.

  • 20% of our business is focused on technical support outsourcing services
  • We house more than 1,000 of the latest devices in each of our on-site product labs
  • Alorica supports nearly every mobile and electronics device in the “connected home”
  • We maintain more than 10,000 product SKUs within each custom knowledgebase for quick troubleshooting

Actionable, data-driven insights help to refine processes and improve outcomes

Improve customer outcomes with “no dead-end” technical triage and troubleshooting support

Self-service and digital channels empower your customers and reduce call volumes

Results you can measure.

  • 20% reduction in returns for high-end electronics (some product lines as high as 40%)
  • 85% average first-call resolution rates with high-touch technical support
  • 15% reduction in phone support through improved self-service troubleshooting channels

Putting the customer at the center of it all.

  • White glove technical support provides a premium customer experience while reducing product returns, call transfers and “dead ends” in the customer journey
  • Customer Experience Transformation (CxT) services bridge online and offline customer journeys by analyzing customer behaviors and optimizing contact channels
  • “Why Customers Call” (WCC) analytics tool examines repeat callers and escalations, ultimately serving to increase customer satisfaction and save costs
  • Self-service and web-based solutions empower customers to resolve issues and reduce contact volumes

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    Service on the Fly

    One of the largest domestic airlines—known for delivering exceptional customer support—realized they couldn’t continue to do it on their own. Find out how Alorica’s optimized BPO services solved their problems.

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