|
HeiTech’s Customer Care Center is designed to ensure all customer interactions result in satisfaction. We provide excellent customer service by focusing on customer needs, as proven by our track record. Our Customer Care Center is ready to serve 24 hours a day, 7 days a week covering all aspects of customer service ranging from focus groups or enterprise problem management to service recovery and complaint management.
Providing end-to-end customer support services, HeiTech understands the importance of being able to effectively and proactively meet customer service demands, challenges and opportunities together with the customer. This will ensure that the customer is in the position of getting the maximum advantage to the information obtained during its interaction with the customers.
Services offered by HeiTech’s Customer Care Center - Value Added 24-Hour Helpdesk Services (CCC) are:-
- Problem Management and Resolutions
This consists of fundamental activities that include Incidence Logging and Prioritization, Incidence Assignment, Incidence Diagnosis and Escalation, Incidence Resolution, Incidence Reporting and Reviewing, Service Level Management and Reporting.
- Network Monitoring of branch connectivity
This offers monitoring services for customer’s branch connectivity using Network Management System, which alerts users when they face connectivity problem.
- Onsite engineering services
This includes placing HeiTech Engineer at qualified customer’s Headquarters to focus on the customer’s IT operations. The engineer monitors the connectivity operations from the system-monitoring tool and attends to all customers’ problems detected by the system.
- Guaranteed Service Level Agreements (SLA)
This includes offering solutions and services that are benchmarked against a pre-determined and guaranteed service level. These reports are then provided and analyzed on a regular basis with the customer.
- Consultancy
Act as assistance in setting up the Helpdesk facilities.
Read More
Back to Value Added |
