Customer Support

HeptaGenic Customer Support Services

Customer Support Group of HeptaGenic delivers high quality support to their customers through email. The Tech Support Group has evolved with technology, succeeding in the dynamic high-tech eCommerce arena over a period of years.

Customers

Global organizations have leveraged HeptaGenic Tech Support skilled resources and infrastructure to provide comprehensive support services to increase customer satisfaction and improve operational efficiencies in deploying off-shore email support centers.

Solutions

    • Resolve technical queries over email by providingLevel 1 and Level 2 Tech Support.
      The queries cover wide range of issues relating to registration, installation, configuration, software operation, service availability, payment settlement issues, network operation and merchant administrative issues.
    • Respond to email queries relating to Pre-sales providing product information, technical and commercial. The queries cover issues relating to getting started (how to), pricing, billing, supported hardware, software and networking issues, documentation, web content and corporate information.
    • Redress Customer grievances through service recovery and assurance. A clear contact and escalation process with product development, product management and sales team of the clients enable us to address customer grievances effectively and in time and manage their expectations correctly.
    • Provide customer feedback to the management through an established tracking and contact process. Customer feedback on service levels, product defects and enhancement requests are systematically tracked through surveys and internal tracking and reporting mechanisms.
    • Knowledge Creation and Management Product knowledge coupled with insights gained from extensive interaction with customers help us come up with and fine tune FAQs, Resolution Databases, Tutorials, Guides, Manuals and web content.
    • Customer insights and feedback mechanisms A well-defined process and quality checks ensure that customer feedback sent through mails is not lost and is passed on to the right department. Clear ownership and reporting ensure that the feedback is effectively reviewed and acted upon. Interaction with product development, marketing and other departments to provide customer insights at various stages of product development and through participation in the product test cycle (Beta testing / QA) help provide customer perspective early in product development life cycle while ensuring technical readiness.
    • Documentation of all business-critical processes. All business-critical processes are documented and the Customer Support Engineers are well trained on documenting all process issues.

Support Solutions

    • Outsourcing Tech Product Support / Application Support
    • Knowledge Creation and Management (FAQs, Tutorials, Guides and Manuals)
    • Staff Augmentation / Onsite Experts
    • Deployment and Implementation Options
    • Complete Email Support
    • After office hours / overflow support
    • Independent / standalone support infrastructure with dedicated servers and databases
    • Seamless integration with existing support delivery mechanism
    • SLAs with clearly defined performance norms
    • Integration with existing processes for quality, training, email incident management and reporting

Productivity

HeptaGenic has mature processes that ensure high operational efficiencies in terms of email volumes handled and quality norms. Depending on the complexity of email queries, volumes upto 150 emails a day per customer service representative has been achieved while maintaining quality targets at over 95%.

Security and Disaster Recovery Process

Proper access control and security mechanisms and processes are in place at HeptaGenic to ensure data security. Back up and Disaster Recovery are an important part of Business Continuity Plan at HeptaGenic which includes:Internet fail over contingency plan,Mail server fail over contingency plan,Firewall fail over contingency plan, Desktop change over Plan and Power back up for Uninterrupted Power Supply.

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