Multi-tier Technical Support
Level up your support while bringing costs down
Customer experience is rapidly becoming the new battleground to winning long-term success. Every customer has the potential to benefit your business in ways you might not immediately recognize. With over two decades of experience enabling technology enterprises deliver world-class support, Movate can transform your support center from ordinary to extraordinary with is multi-level tiered support.
With our sophisticated multi-tier technical support, we provide the entire gamut of enterprise support services from welcome center or Technical Assistance Center (TAC) to L1, L2, and L3 level of advanced support. Our cognitive analytics (including predictive and customer analytics) provide extensive customer insights and product insights that can help you provide hyper-personalized technical support.
Advanced machine learning discovers and correlates issues in real-time, helping organizations manage customer environments and proactively discover, address, and self-heal issues. Our enterprise support DNA, advanced Centers of Excellence (CoEs) for enterprise support solutions and agile innovation approach bring you assured superlative CSAT and best-in-class NPS. Level up your support with Movate tiered support.
Level 1-2-3 technical support
Movate evaluates the severity of the problem and the customer’s priority before allocating an engineer. Our tiered support model encourages innovation and agility with self-service forums. Companies with self-service forums and FAQs have happier customers. Best-in-class organizations resolve six to seven times as many issues via self-service.
At Movate, we believe in personalization. We have a team of engineers dedicated to analyzing clients’ specific needs to provide personalized services. Technical managers are assigned to lead accounts to guarantee consistency and optimize client environments. Managers serve as technical points of contact and complement your support staff by conducting periodic health checks and escalating customer concerns to management when necessary. They leverage internal technical expertise, including development engineers, a knowledge base, and other resources, to deliver efficient solutions. Engage in technical discussions to explore best practices and discover cutting-edge approaches for faster resolution.
Remote simulation labs
3 factors play a huge role in issue resolution: Understanding the issue, identifying the root cause, and putting the solution into action. Similarly, in support, you want to narrow down the problem to a single source that can be rectified. There could be multiple causes, and it is important to pinpoint the source. A great way to do this is to replicate the client’s environment. This is exactly what we do at Movate. We have dedicated secure labs that replicate the client’s environment to reproduce technical issues and provide more effective solutions. Simulation lets you examine ‘what-if’ questions and situations without harming the client’s environment. Identifying bottlenecks in processes and product flows helps you figure out critical factors driving system performance.
With globalization, multilingual technical support is no longer a nice-to-have but a must-have. Language can no longer be a hurdle. Did you know 74% of customers are more likely to buy from you again if you provide native language support? When people converse in their native language, they feel the most engaged and connected. Leverage Movate’s multilingual support engineers to interact with your customers and boost customer experience in a multi-level tiered support approach. Monitoring and analyzing customer sentiment in more than one language can help you detect problems early and stop them from becoming bigger issues.
Empower your technical support with digital accelerators
Smart log analytics
AI/ML based analytics solution that analyses massive device logs and automatically provides the related insights and KB articles to engineers
Automated quality assurance
Automated quality review of 100% of cases without any manual intervention and instant feedback to engineers
Intelligent search for efficient self-help
Automated in-depth search function across multiple repositories for quick and effective self-help
Smart virtual assistants
AI-enabled assistants for faster responses, specific answers, personalized experience, and uninterrupted service
Boost support engineer performance with a 360-degree view of the customer, integrated knowledge management, and AI-powered digital associate cobot
Accelerate. Innovate. Movate.
This reflects who we are at the core, what we stand for, live, and breathe every single day. This powers our brand and inspires every Movator to pursue excellence at work with speed and innovation.
Experience channel-less freedom
We have the omnichannel capabilities to provide seamless no-stitch experiences to your customers and remarkable business outcomes at lower costs.
- Augmented reality
- Social media
- Remote login
- Support app
- Drive automated initial response engagement with customer over chat, email
- Shift-left strategy with automation and analytics to understand and improve customer journeys
- Proactive knowledgebase management by support engineers
- Integrated support ecosystem of chat, email, self-help, and voice channels
- L1-L4 tech support for advanced products across diverse geographies
- Multilingual and cross-functional tech support across front office RMA, logistics, invoicing, account management, incident resolution
- Enable support engineers with technology to drive smooth channel-less experiences
- Automated customer engagement to furnish missing information and drive consistency
- Process QA automation to drive 100% case audits and process adherence
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