Technical Support Service

An integral part of customer satisfaction is an effective and high quality technical support services.

e-Zest harnesses its experience with some of the leading technology companies and enterprise businesses and its understanding of challenges to bring the best in technical support for its clients. It helps in reducing total cost of ownership for its clients’ end customers by providing comprehensive solutions for complex technical problems.

The technical support offerings from e-Zest include a 24 x 7 technical support and problem resolution for OEM customers and customer hardware, software, peripherals and internet infrastructure manufacturing companies. These include installation and product support up & running support, troubleshooting and usage support.

e-Zest Service Distinguishers:

Goes beyond the traditional reactive mode of customer issue handling to a proactive customer profiling, predictive analytics and flat tiered models.
A competent understanding of the product functionality and technology issues.
24 x 7 service
Multi Channel: Voice, Email, Chat and Web
Private labeled service
Quality Monitoring
Dedicated lab
Field simulations
Packaged Services which include – Tech-support operational assessment, Transformation to knowledge centered support, Support contract management, RMA logistics and life cycle support, Managed services for the install-base these services have specific deliverables and are serviced by our on-demand experts.
Focus on enterprise product support
Knowledge centric approach – shift from post-failure analysis to predictive analytics
Increased efficiency in solving problems:
- Overall 30% to 60% improvement in resolution time
- Increased support capacity by 20% to 100%
- Efficient and timely creation of knowledge assets
- First call closures increased by approx. 75%
- Approx. 20% reduction in total number of support calls
- Flat-tier and multi-tier service models
- Direct association with in-house engineering team to offer value added services
- Helps organizations stay ahead in a highly competitive business environment
- Helpdesk models are thus tailored to meet the needs of individual customers for successful outsourcing outcome, as the one-size-fits-all option no longer exists. Acknowledging the concerns of the market through commitment and customer feedback, the company has developed solutions for the entire Support Life Cycle Management

e-Zest Services include:

Multi-Channel Support Solution: Voice / Email / Chat / Web
Enabling Tools: CRM, Knowledgebase, Remote Diagnostics

Telecom Support Services

Level 1 Support Services
- Functional Usage Support
- Provisioning / Installation / Configuration
- Email / Chat / Web support services
Level 2 Support Services
- Line fault troubleshooting
- Line fault repair (Coordination with field service team)

Consumer Hardware / Product Support Services