| Aloha Technology provides 24x7 technical support services. Being a software development company, Aloha has the best trained, experienced and industry certified engineers who work round the clock to provide technical support to our clients. Our customer care processes are customized specifically to our client needs and follow a structured process flow that provides the customer a seamless service. Aloha has the experience of handling technical support for a wide range of customers. Our customer care executives are trained to address the varied needs of geographically disparate communities. |
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| We provide technical support at 3 levels. Depending upon the complexity of the support required, the level of support is determined. Enlisted below are the typical levels of support provided: |
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| Level 1 |
| Basic how-to question with regards to productivity tools functionality. |
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| Level 2 |
| Production tasks that require manual intervention (editing configuration files, modifying site components, correcting errors, etc.) Level 2 Vendor support staffs are assigned the appropriate level of access to the system to perform these tasks. |
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| Level 3 |
| Application errors and bugs that require code modification for resolution. These issues are escalated to the product group once all other troubleshooting activities have failed to resolve the incident. |
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| Customer satisfaction is the key word for the success of any business. The expanding technology products market has made it increasingly important to assure customer satisfaction with the product or service purchased. This in turn has necessitated the deployment of specialized resources to service the customer queries – resources that have the technical knowledge to appropriately address these queries. One of the crucial factors for a customer to upgrade or purchase a new release of a product is vendor’s capability to provide high quality technical support. However, skilled resource availability and costs often restrict companies from offering that “little extra” as a value added proposition. |
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| Benefits - Why Aloha for technical support services? |
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| Some of the Key Benefits for companies to outsource the technical support function to Aloha are: |
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Allows Companies to concentrate on their core function |
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Reduces load on managerial and other resources of the company |
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Provides benefit of trained personnel and equipment |
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| Service Channels |
| Aloha brings the expertise to support your processes through multiple service channels. We use the best mix of the service channels to suit your unique requirements. All our agents are trained to provide support for multiple channels and use one or more than one medium for communicating and processing a contact / record. The various service channels have been listed below: |
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| Enlisted below are some of the services we provide: |
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Customer service |
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Technical support |
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Service activations |
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Complete query resolution |
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Escalated calls |
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Customer satisfaction surveys |
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| We provide email support for various service requirements. Responses could vary from simple to very complex technical email queries. Appropriate training makes it possible for our executives to flawlessly handle all the queries. Our services include: |
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Customer care |
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Technical support |
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Order fulfillment |
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Verification |
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Complete query resolution |
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Escalated cases |
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| We provide 24x7 chat support for various client queries. Queries could range from basic client servicing queries to hard-core technical support including assisting clients to go live on technical support through real-time chat by migrating phone users. |
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| We have expertise in providing chat support for: |
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Customer care |
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Technical support |
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| Customer Support Services: |
| Aloha technology provides a wide range of support services. We are open to exploring new avenues in customer support services, without restricting ourselves to our current services only. A partial list of the support services we currently provide is given below: |
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Updating customer database |
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Follow up on escalated calls |
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Calls to render information |
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New client verification |
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Manage Services on Status Checks |
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Quality Issues or Problem Resolution |
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Service Queries & Resolution |
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