Help Desk Services

Czario specializes in setting up your help desk/call centre services designated to provide user support and troubleshooting.

What we include in the package

  •   Comprehensive support for mobile, web development, ERP, CRM, HR management, and more
  •   Specialized call monitoring system
  •   Real-time reporting by expert professionals
  •   100% quality assurance in call recording
  •   International quality support and service
  •   Software products you offer to your customers and corporate applications and systems for employees
  •   Task support ranging from password reset to complex code-level intervention for troubleshooting

    • INBOUND CALL CENTER SERVICES

    The paramount focus of Czario’s Inbound Call Center Services is on maximizing leads and profit generation for our customers. Our Inbound Contact Center Services come with the assurance of superior product and industry expertise garnered over years of experience. Our experience in inbound call handling enables us to set up seamless processes in a robust infrastructure.

    Our inbound call center outsourcing services to global customers cover domains like travel, real estate, airlines and banking.

    Services Included in our ICC program

  •   Response Services
  •   Rebate Processing
  •   Phone Answering
  •   Reservation Booking
  •   Up-selling and Cross-selling
  •   Claims Processing
  •   Order Taking
  •   Product information
  •   Billing Queries
  •   Interactive Voice Response (IVR)
  •   Virtual Receptionist
  •   Inquiry Handling
  •   Medical Answering
  •   Product Recall Management
  •   Sales Closure
  •   Subscription
  •   Order Entry
  •   Scheduling Sales Demo
  •   Event Scheduling
  •   Directory Inquiry
  •   Payment Collection
  •   Charge Back Handling
  •   Real Time Inventory Status
  •   Ticketing Sales Subscription
  •   Insurance Claims Processing
  •   Job Dispatch
  •   Warranty Registration
  •   Registration of event and trade show participants and prospects

    • Why outsource your Inbound Call Center Services to us?

  •   Expertise that guarantees 100% customer satisfaction and resolution
  •   Our inbound call center infrastructure and company policies offer complete transparency in operations
  •   Our 100% voice recording ability enables us to view voice envelopes of customers and agents separately andanalyze them to spot exceptions during quality control
  •   Efficient and relevant training programs to enhance the linguistic capabilities, call quality, and process knowledge
  •   We have vast experience in supporting 200+ global partners in planning, designing and implementing call center networking infrastructure
  •   Our support services are suited for every user category ranging from novice to expert
  •   We offer a knowledge base with the content tailored for every user group that includes beginner guides and articles on how to solve complex issues

    • Some of the Software we use

  •   Hubspot
  •   Bitrix 24
  •   Talkdesk
  •   Avaya
  •   Five9
  •   Zendesk
  •   Dixa
  •   Salesforce
  •   LiveAgent

    • Inbound Call Center Services Features

  •   Remote call monitoring facilities
  •   Superior reporting capabilities
  •   Enhanced market coverage
  •   Domain expertise in account management
  •   Enhanced market testing capabilities
  •   Efficient transition management process
  •   Web-based reporting facilities
  •   Latest inbound call center software
  •   Excellent call handling
  •   50% cost savings on call center operating costs
  •   xperienced inbound call center professionals

    • Our Scalable IP Solutions’ Features that Accelerate Performance

  •   Redundancy
  •   Multi-site support
  •   Location independence
  •   Consolidated and open-data store
  •   Multi-channel support
  •   Converged network
  •   Quality of Service
  •   Open architecture & IP-enabled integration
  •   Web-based historical and real time reports
  •   Monitored threshold events
  •   GUI-based scripting tool
  •   Call flow monitor
  •   Data Center Infrastructure Deployment and Support
  •   Structured Data Capture Application Support

    • Czario’s IT Help Desk Support Levels

    The support team is segmented into different levels according to the complexity of issues they are expected to handle and resolve.

    L1 support

    This level of support helps handle rudimentary levels of support requirements. Our help desk experts answer questions about software usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, FAQs, and support articles.

    L2 support

    This level helps handle issues that are on a medium level of complexity. We help resolve the issues of software configuration, software and hardware interoperability, perform log investigation to identify root causes of problems (e.g., server overload) and fix them at the top level without enhancements at the code level.

    Our package also includes a combination of L1/L2 support for issues that need speedy ticket processing. In this model,the service tickets are received and handled by a single team without passing them between levels.

    L3 support

    As an option, we offer L3 support. It includes tackling complex issues on the code level. We involve software engineers who can assist with fixing defects uncovered by L1 and L2 agents.

    Some of the Key Performance Indicators (KPIs) we help you Measure

  •   First response time (FRT)- measures the period between when a customer submits a ticket and a customer support agent provides an initial response.
  •   Customer Satisfaction Score (CSAT)- is usually based on the average score provided by customers through short surveys typically after a conversation with a help desk specialist or when a ticket is resolved.
  •   Average time to resolution- This metric tracks how long customers have to wait for service agents to resolve their tickets
  •   Net Promoter Score (NPS)- is a recommendation metric used to measure the readiness of the customer to refer the IT help desk to someone else within their networks scored between 10 to 1 (highly likely to not likely)

    • What Value we bring to your table

    Improving solution adoption: your product end users are provided with prompt and comprehensive know-how of the product and your company processes, which helps them identify the full potential of the solution.

    Increasing end-user satisfaction levels: Prompt responses and high-quality service backed by continuous process improvement can leverage the performance of your help desk team and can lead to improved customer satisfaction levels.

    Eliminating staff issues: You don’t have to hire, onboard and train help desk specialists in your internal team. We do it for you and help you curb OPEX and other investments.Your core team can handle core business activities and leave support to us.

    Steps in Custom Design of your E-commerce Solution

    Solution design

    We help you bring your ideas to the table and our team translates your goals into functional specifications while charting a solution and deciding on the implementation strategy that is economically and strategically viable.

    Solution implementation

    Make yourself comfortable and leave all the technical questions and worries to our team. Security, scalability and excellent performance are at the core of our approach to building custom functionality.

    User adoption

    A well-planned and deliberated user adoption strategy contributes greatly to effective team work and increases ROI. On-site or remote training sessions ensure that your employees will use the solution to derive the best possible outcome.

    Ongoing support

    Our partnership can be continued to monitor the delivered solution and fix any ongoing issues with the help of our troubleshooting team.

    Solution evolution

    We are the right partners to help your solution grow with new technology advances since we incorporate the best features at the right stage for optimized results.

    Why Choose Czario’s Custom Ecommerce Development Services?

    We are an established player in the software development and IT consulting market with over a decade of comprehensive experience in emerging technologies like AI, RPA, Web services, etc. We have served many fortune 500 companies with our technology expertise and have helped scale their existing solutions by integrating competent technologies with cost-efficiency. Our technology-driven approach has helped scale projects with varying levels of complexities and handle diverse customer portfolios that span across diverse industries.

    Want to shape your custom E-commerce solutions with the best-in-class technology stack and competency? Call our experts today!

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