GMS Support Features
Global Mentoring Solutions (GMS) provides 24/7 outsourced help desk support and eLearning support through Partner Resellers across the globe. Learn more about what sets GMS apart, and why hundreds of OEM, Telecommunication, Education and MSP/VAR organizations actively work with GMS.
GMS conforms to your existing internal support processes, or works with you to define new ones.
We are not a contact center, we are a technology product support center. Our agents progress through multiple levels of technical certification.
Our custom chat engine is the friendliest in the industry, with one-button “phone me now” capability.
We have flexible pricing to align to your support requirements … per month, per user, per incident or per minute.
Your customers or end users have visibility into the status of their support tickets.
Service Level Agreement (SLA)
We adhere to the most demanding performance targets in the industry and include them in our contracts.
We provide regular statistical analysis of your support activity, as well as our performance against SLA targets.
Ongoing Customer Satisfaction Surveys
We continually survey your customers to ensure their satisfaction with our services and your product.
We use only American and Canadian agents, all of whom are full-time employees.
Multiple Support Options
We communicate with your end users through phone, chat or email, in any combination you prefer.
“White-label” Support Service
We brand our services with your name and logo to provide a seamless support experience for your customers.
We will integrate with whatever support tracking system you have, or we will implement one for you.
We will work with you to export any product information you have in any form to build the initial support KnowledgeBase for your product.
We continually monitor our agents to ensure operational excellence, and provide you complete and transparent insights.
Product Launch Support
We provide valuable information to your product management team showing how your product is being received in the field.
We set up a toll-free number for your customers, implement a fully branded customer support dashboard that runs 24/7, and answer your customers’ calls with a customized phone greeting.
We are your veteran team of help desk professionals, focused on delivering quality support.