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.
We work with you to design an escalation protocol to ensure a seamless customer support experience and to create a real time feedback loop to continually evolve the support experience for your user base.
In instances where the GMS agent who first engages a customer in an interaction is not able to resolve the issue, he or she will escalate the issue immediately to your Level 2/3 support staff, via whatever mechanism suits your operating environment. Typically this is facilitated through a transfer of the support ticket between our respective systems, but other forms of communication are possible.
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
- Internet connectivity
We are your veteran team of help desk professionals, focused on delivering quality support.