Tech Support

Contact Center for Tech Support

Whether for internal tech support within your company, or as a provider of technical products with support agents for your customers, Softcom understands your needs. Call times may vary greatly when dealing with technical issues for customers. Transferring calls to senior technicians is most common and keeping the customer happy all the while is still the utmost priority. Our solutions are designed to keep your agents within their performance targets. And of course, today’s customers can use many methods for contacting you- phone, mobile, email or chat. Whether through an annual support contract or a time-and-materials basis, Softcom solutions will track and provide pertinent metrics to keep your contact center running smoothly.

Track not only incoming tickets, but also recurring tickets.

 What is the breakdown of incoming complaints by channel type?

Gauge agent effectiveness by average number of replies to same customer.

Review customer churn patterns- size of accounts, time of day, location?