Help Desk
Saving money by giving your clients less support is not smart. The current trends in product companies towards automating support as much as possible makes sense from a cost perspective, but sometimes it can go too far.
According to the 2nd Annual Customer Experience Impact Report (Software Magazine), 68% of consumers are frustrated when they cannot reach a human being when contacting a company.
At Infolink we believe that the best solution for supporting your users lies in between:
Yes, automate support because some of the more confident, technically savvy customers will use the self-help tools efficiently, but also look for a less expensive way to "rehumanize" support for those users who will want to talk to someone sooner rather than later.
To achieve this goal, Infolink combines the Product Support Environment (PSE) we integrate for you with the nearshore product support help desk services. This two-phase approach dramatically increases the number of positive support experiences your product users have AND minimizes cost.
Infolink’s Support Center is located in Mexico, just across the Texas border. Our dynamic team of support professionals, with strong U.S. and Mexican academic backgrounds, allows us to provide a unique blend of Nearshore services with key benefits not available in other offshore locations. Our goal -being so close- is to help you avoid the well-known problems and inconveniences of outsourcing support offshore, especially if your user community is strongly U.S. based. These may include the inability to communicate easily with your support staff offshore or having to deal with time zone differences.
Take note of the following "nearshore" advantages:
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Bilingual Support Agents and Engineers (English-Spanish) educated in U.S. and Mexican universities. |
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Professional U.S.-trained management with a rich understanding of the U.S. business culture. |
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U.S. data and telephone lines and numbers. |
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Your product or application being supported right next door, where you are not restricted by distances and time zones for close monitoring or when physical presence is required. Our support center is located within 2 hours of any continental U.S. time zone, and you can reach us by a short flight. |
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Work processes in place to deliver high quality and prompt support to your customers. |
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Our Support Center in Mexico offers a large supply of skilled technical support personnel at a cost advantage. |
Your support agents are reached by e-mail, phone, web or chat (live support) and use best-of-breed tools and support processes to support your users, but most importantly, you will be able to measure the results!
