Familiar?
- Your admins, developers, and specialists are frustrated by calls about every little thing;
- Engineers neglect root-cause analysis, so systemic problems remain unnoticed, and you don’t see systemic problems;
- Only 4% of dissatisfied customers report their accumulated dissatisfaction to the service provider; 96% of dissatisfied customers silently switch to a competitor.
Cloupard is well aware of these problems, as well as the fact that not every partner of ours is ready to independently build high‑quality technical support based on a professional approach grounded in ITIL (MOF…) principles.
The “Smart Technical Support” service
- Work on your behalf (email/phone of your company);
- Receiving/initial IT diagnostics/handling customer requests in accordance with the script agreed upon with the Partner;
- 24×7 availability.
Includes:
- Primary IT diagnostics;
- Call response within 35 seconds;
- Call/email processing time — 15 minutes;
- Creating an SLA template/contract for your clients;
- Managing the timeframe for resolving a request in progress (escalation to an engineer, to a manager according to the criteria);
- Unfiltered customer feedback»;
- Automatic sending of the request number to the client;
- Monitoring the status of request completion for the client every 3 hours;
- Regular reporting on the actual deadlines for request completion.
- Accounts in the Service Desk system;
- And other things.
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