Technical Support

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

Case Study

The Gloves Go On

A leading global retailer was ranked #1 in having the best retail return policy—yet the program was very costly for high-end electronics—and a solution was needed that would reduce returns while still differentiating their service to members.
Case Study

Inventive Innovations

A multi-national leader in technology and consumer electronics has always been focused on providing innovative, reliable products and services—and they sought only the most talented team to serve their customers.
Case Study

Culture Fit

A leading consumer electronics retailer required a custom solution to meet their staffing needs while maintaining their current branding and culture.
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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 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 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

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

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

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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

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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

Inventive Innovations

A multi-national leader in technology and consumer electronics has always been focused on providing innovative, reliable products and services—and they sought only the most talented team to serve their customers.

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million+ saved annually thanks to reduced unnecessary Tier 2 calls
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million saved annually in truck roll costs
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million in revenue generated during first year of new upsell program for extended warranties

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