HELP CENTRE & CHAT SUPPORT
At CloudPSO, we offer support services that are available round the clock, every day of the year. Our support staff members provide excellent customer service. The solution offers Help Center services and Chat Support services.
A Help Center or Customer Support Center is a resource center provided by a company or organization to assist customers with questions or issues they may have with the company’s products or services. It may be available online as a website or through a phone number that customers can call to speak with a representative. The Help Center usually includes a wide range of content, such as FAQs, user guides, and tutorials, as well as contact information for customer support.
A Chat Support feature allows customers to communicate with a representative in real-time through a chat window on the company’s website or through a messaging app. Chat support allows customers to get quick assistance with their questions or issues without having to wait on hold for a phone call or send an email. It is a convenient and efficient way for companies to provide customer support and resolve customer issues.
Help Center Support from CloudPSO
The following categories of user issues will be dealt by level 1 support:
- 5Hardware Support for Workstations
- 5Operating System Support
- 5Support for network connectivity and printing
- 5Support for Core Applications from Microsoft, Citrix, and Symantec
- 5Email Client (Outlook/Outlook Express)
- 5Office Standard for Microsoft
CloudPSO support services offer enhanced reporting services for call queue statistics, problem queue statistics, first-call resolution, and more. The service will be able to offer value more effectively if it can handle more calls at the initial point of contact. Additionally, it creates a knowledge base that keeps a client-specific database up to date.
Level 2 User Support
To ensure a smooth transition for the caller once a call is assessed to need advanced help or is escalated to Level 2, the analysts follow additional call-logging and troubleshooting processes. The Level 2 analyst will employ sophisticated troubleshooting methods, such as a remote connection to a server, to fix the issue. The following are typical causes of second-level escalation:
- 5Hardware Support for Workstations
- 5Operating System Support
- 5Support for network connectivity and printing
- 5Support for Core Applications from Microsoft, Citrix, and Symantec
- 5Email Client (Outlook/Outlook Express)
- 5Office Standard for Microsoft
Features And Advantages
- 5Fully functional all year long Support Desk
- 5Boost employee productivity
- 5Reduce the cost of IT
- 5Tailored to the client's environment
- 5Level 1 and Level 2
- 5Choices include 9/5 or 24/7
- 5The ideal ITIL practices
- 5Predictable monthly expenses
- 5Anywhere with support for mobile devices
- 5The ability to support both internal and external apps
- 5Knowledge of World-Class IT Care
Improved reporting for call queue statistics, problem queue statistics, first call resolution, and other metrics are among the support services provided by CloudPSO. The service also develops a knowledge base that maintains a client-specific database, enhancing its ability to provide value by answering more calls at the first point of contact.
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