905.286.3801 [email protected]

Product Support

OUR MISSION

CUSTOMER
EXPERIENCE DRIVEN

We believe that as partners we flourish together. GMS delivers Outsourced Help Desk support to a range of customers, including consumers up to large corporations and IT Service Providers. Our goal is to help companies achieve the highest level of customer service to ensure continued business success.

COMPANY OVERVIEW

GMS Product Support

Product Support provides an outsourced support service that eliminates frustrations and disappointments from your customers’ experience with your products.

Our 24×7 support agents ensure your customers are never left unable to use your products.

We handle your customers’ technical issues and “how to” questions over the phone and via the Internet, responding to them immediately and not disconnecting until their problem is solved or question answered. No question is too trivial and all requests get handled in real time.

GMS Product Support contributes to your bottom line by controlling your costs, increasing client satisfaction and retention. Spikes in support calls due to new product and version releases are easily absorbed by our large support staff, all of whom are fully trained on your products. You scale your business using our resources.

At Global Mentoring Solutions we pride ourselves in operational excellence, which is reflected in the way we deliver our services to your customers, under your brand.

We commit to the most aggressive and demanding SLA targets in the industry. Our quality team randomly pulls and adjudicates a sampling of call clips and chat transcripts daily.

With GMS, you are assigned an Account Manager whose sole focus is to ensure your satisfaction and that of your customers. Your Account Manager can provide valuable information on how your product is performing in the field.

COMPANY BACKGROUND

Ticket System Integration

We support a tight integration with mainstream ticket system and PSA platforms such as Salesforce, Autotask and Connectwise using our proprietary Help Desk Connector technology. For other PSA or ticket systems we have the ability to design and implement a custom connector to suit your needs.

In each use case, our integration with your systems allows you to track service activity, and facilitates communication between our agents and your technical staff.

Level 1 Support typically includes:

  • Installation/configuration support
  • Registration/activation support
  • Password resets
  • Basic “how to” questions

Level 2 Support typically includes:

  • Level 1 support plus:
  • Detailed usage questions
  • Advanced features support
  • Troubleshooting
  • Internet connectivity
We are your veteran team of help desk professionals, focused on delivering quality support.