Technical support: zero cold cases

Your purpose: developing awesome products and services. —Ours: delivering first-contact solutions to technical problems.

At Masterlink Global, our Technical Support Specialists have the capabilities, experience and resources to provide a world-class service beyond the initial sale. We have your back.

Our Tech Support Specialists learn and internalize your culture. They build and secure customer relationships.

POSITIVE EXPERIENCES AT EVERY TOUCH POINT

Our Tech Support Specialists provide multiple communication channels (inbound calls, live chat, email, etc.) recreating your brand experience consistently. Additionally, they integrate your brand personality to our IVR service to offer an enthusiastic self-service function experience. Our Brand Specialists, on the other hand, can handle your calls on a 24/7 basis to exceed your customers’ demands as to levels of service. We turn every customers’ problem into a positive experience.

WALKING IN YOUR CUSTOMERS’ SHOES

We understand how technical support builds and secures your customer relationships. In this sense, our Tech Support Specialists learn and internalize your culture, delivering it at every touch point alongside informed answers and expert advice. They put themselves in your customers’ shoes and resolve every issue to the customer’s satisfaction.

FOCUS ON THE GOAL

Your goal: building revenues and growing your brand loyalty. What will you need? A significant capital and human investment to establish a tech support basement for your customer. Masterlink Group does this for you, saving you time and money. Our top technology and deep call center experience serve as a leverage to upgrade the level of the technical support services your customers get from us. You can use this precious time you save to focus on your core competencies and leave the how’s in our hands.

BILINGUAL AND MULTILINGUAL TECH SUPPORT

Your customers feel more comfortable with your brand if they are spoken in a language they can relate to. At Masterlink Group we understand this and, therefore, deliver bilingual and multilingual technical support services. Your customers are first on your list, as well as on ours. We offer all conveniences your customers need to become a loyal buyer.

You are 3 steps from success!

STEP 1: DETERMINE YOUR CALL VOLUME

Start by determining your call volume: knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation. To start, pull reports of historical call data. To prepare yourself, the key questions will be: On average how many inbound calls are you receiving per month? What are the call arrival patterns? What part of the day or week generates the most volume? Are there any spikes due to seasonality, new product introductions or promotions?

Next you will need to determine your call type.

STEP 2: DETERMINE YOUR CALL TYPE

Determine your call type: How many hours will be required to adequately train the agents to understand your brand, be knowledgeable about your products and be able to take an order and navigate your website? As a rule, if your calls are less complex such as taking orders and entering them into your website, then shared Brand Specialists will be the best option. The shared model is often the right choice for companies with smaller call volumes, simpler calls and tighter budgets. For companies with higher call volumes and more complex calls, a dedicated team of Brand Specialists offers a wide range of benefits, including a branded, personalized customer experience. Explain your needs to any prospective call center, and they’ll be able to give you good advice on which model is the better choice for you.

STEP 3 : THE FINAL STEP IS ...

Let’s Talk. Contact us today for more information on how Masterlink Group can be your Shared-Agent Call Center Solution.

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Technical Support