Reactive Support Service
Transform the way we onboard the product users.
What is an reactive support service?
Reactive support is a process in which our reactive customer service engineer instantly steps in once a problem has occurred.
What are the services offered in this?
-
Service Entitlement Verification :
Through entitlement verification services your customers are assured of getting access to the right resources in a timely manner. These services also help drive renewals & increase support revenue.
​
-
Multi-tier (L1/L2/L3) Tech Support :
From the front line to advanced/backline support we ensure your customer needs are addressed as per the technical complexity and business impact. All the teams collaborate to ensure a seamless experience for customers while focusing on their core specialities.
​
-
Escalation/Grievance Management :
Our methodical customer escalation management process and the structured escalation matrix ensure your customers voice is heard and the grievances are resolved in a timely manner.
​
We mobilize the right resources, drive a sense of urgency & ensure proper stakeholder communication while resolving customer complaints to their satisfaction.
​
-
Field Engineering :
Our field engineers can work with your customers on a variety of issues relating to configuration, performance & stability in a reactive or proactive manner.
This team can also ensure the transfer of hands-on knowledge and share recommendations for better ROI.