905.286.3801 [email protected]

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.

We are your veteran team of help desk professionals, focused on delivering quality support.