When you decide to partner with GMS to provide end user support for your product offering, the GMS team initiates our engagement with a 30 day integration project. This onboarding project is personally driven by one of your assigned account team members. During this phase the GMS team works to setup the phone routing through your unique direct inward dial (DID), assign the development tasks of customizing your chat engine to meet your brand requirements, integrate this chat into your customer portal or platform and work through the documentation and training process to ensure our supervisory staff are trained product experts on your offering and armed to pass on the training to the rest of the front line mentoring team. A more visual representation of the Outsourced help desk integration process with GMS is as follows:
Upon successful completion of the integration process the systems are put in place to ensure GMS is able to effectively support interaction based on the KPIs that matter most to your business. With the necessary data collection procedures implemented, GMS is able report on every interaction and aggregate the data for easy analysis. The insights not only speak to the quality of support but also your products adoption, and areas requiring improvement as identified amongst your base.