Support Features
OUR MISSION
Boutique
GMS conforms to your existing internal support processes, or works with you to define new ones.
OUR MISSION
On-Shore Agents
We use only American and Canadian agents, all of whom are full-time employees.
OUR MISSION
TECHNICAL STRENGTH
We are not a contact center, we are a technology product support center. Our agents progress through multiple levels of technical certification.
OUR MISSION
MULTIPLE SUPPORT OPTIONS
We communicate with your end users through phone, chat or email, in any combination you prefer.
OUR MISSION
PROPRIETARY TECHNOLOGY
Our custom chat engine is the friendliest in the industry, with one-button “phone me now” capability.
OUR MISSION
“WHITE-LABEL” SUPPORT SERVICE
We brand our services with your name and logo to provide a seamless support experience for your customers.
OUR MISSION
PRICING
We have flexible pricing to align to your support requirements … per month, per user, per incident or per minute.
OUR MISSION
INTEGRATION
We will integrate with whatever support tracking system you have, or we will implement one for you.
OUR MISSION
CLIENT ACCESS
Your customers or end users have visibility into the status of their support tickets.
OUR MISSION
CUSTOM ONBOARDING
We will work with you to export any product information you have in any form to build the initial support Knowledge Base for your product.
OUR MISSION
SERVICE LEVEL AGREEMENT (SLA)
We adhere to the most demanding performance targets in the industry and include them in our contracts.
OUR MISSION
QUALITY ASSURANCE
We continually monitor our agents to ensure operational excellence, and provide you complete and transparent insights.
OUR MISSION
MONTHLY REPORTING
We provide regular statistical analysis of your support activity, as well as our performance against SLA targets.
OUR MISSION
PRODUCT LAUNCH SUPPORT
We provide valuable information to your product management team showing how your product is being received in the field.
OUR MISSION
ONGOING CUSTOMER SATISFACTION SURVEYS
We continually survey your customers to ensure their satisfaction with our services and your product.
OUR MISSION
BRAND SUPPORT
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.
