Highly available and reliable technical support is critical to a software provider's ability to retain customers.
MediaDotCom helps companies meet the challenge of providing excellent software technical support, with outsourced product support services designed to rapidly diagnose and solve customer's problems. As a result, end users enjoy responsive service, while our clients benefit from higher customer satisfaction. And there is the additional advantage of lower technical support costs resulting from the outsourcing of technical support.
We specialize in supporting complex software solutions, which have been customized and integrated with a variety of other systems. In specific cases MediaDotCom leverages our unique knowledge-based software support technology, employing rules-based systems and intelligent agents, to enable our technical support consultants to quickly and reliably find accurate solutions to complex problems. Our comprehensive level 1 through level 3 technical support services encompass: Software installation support Hardware and software troubleshooting Usage support (how to) for current and past releases Issue resolution and ticket management Building and maintenance of product knowledgebase MediaDotCom offers turnkey 24x7 technical support outsourcing services, or supplements a client's internal support staff, acting as an extension of the support team to provide after-hours support or select-hours support.
We support clients through dedicated teams and can also provide client site-based services as required.
Most importantly for success, our technical support staff are highly trained not only in the technical intricacies required to help customers experiencing technical difficulties but in the soft skills required to deal with customers and this in turn increases the use, and satisfaction of customers with our clients' products and services.