Inbound tier1 customer support

Our client

We were approached by our client which is a leading name in the healthcare sector in the USA. Its services were slow and the customers were not satisfied. Customer satisfaction had hit a real low with the calls reducing to about 37 per cent. Technical support is the first step to bringing in more and more customers. But the technical support was majorly marred with calls being left unanswered. Our client contacted us to resolve their technical support issues.

The challenges

It was necessary to bring out the root cause for the failure of customer and technical support. Call2Customer experts carried out a thorough analysis of the situation with inputs from the staff and employees of our customer. This helped us to short list the major issues that needed to be resolved for the betterment of the services.

The plan and solution

To bring out the best from our resources and help our client, the experts at Inbound call center service team devised new and improved measures. A special methodology was adopted to bring the customer satisfaction level up. The solutions we provided:

Result: