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Customer Technical Support

Supercharge your brand’s technology experiences with powerful technical support

Overview

Digitalization has brought about sweeping changes to every part of a business. Consumer products, technology and data and much more are becoming increasingly complex. But we help you keep it simple for your customers.

Limited resources and expertise is the bane of a business. On the one hand, it affects growth and performance, and, on the other, you risk losing customer loyalty.

Partner with Movate to benefit from a robust technical support system that facilitates comprehensive customer understanding, intelligent process guidance, and improved interactions based on actionable insights.

Get a single pane view of all activities, proactive round-the-clock technical support to avoid disruptions, and expert human support enhanced by automation and AI for business impact.

Ready? Let’s go!

Our wide range of services

L1, L2, and L3 tech support

Impeccable CX relies heavily on the support ecosystem. A mature tech support team provides seamless service across L1, L2, and L3 support tiers with continuous monitoring across all channels.

Movate’s technical support services give you all that and more.

  • Experienced, fully trained technical support specialists
  • Boost AHT, FCR, CSAT, NPS, and other metrics at reduced costs
  • Streamlined processes for ticket management, troubleshooting, escalations, etc
  • Domain expertise combined with AI for maximum efficiency

Return material authorization

Efficient, fast, economical. That’s what you need for an effective RMA program. Leave it to us to make your RMA process hassle-free and seamless to ensure happy customer experiences.

  • Flexible process designed to accommodate your unique business requirements
  • Quick implementation and advanced digital tools to optimize time and cost
  • Minimized repair cycle times for customer satisfaction
  • Full-fledged support covering within and out-of-warranty repairs and legacy and modern versions
  • Trained and experienced technical professionals complemented by intelligent assessment tools

Escalation management

When it comes to escalation management, having an intuitive process makes all the difference. Boost your CX and retention with our well-planned escalation management services.

  • Customized escalation processes to suit your business and SLA goals
  • Omnichannel support with flawless coordination with your team
  • Prioritization of vital issues with a seamless workflow
  • 24/7 support with highly experienced personnel
  • Regular updates to keep customers and your staff in the loop
  • Automatic and intelligent tracking and reporting

Technical knowledge management

True digital transformation rests on not just effective communication but also content. Streamlining and managing technical knowledge across digital assets in line with business strategies is key to providing optimal customer experiences. Here’s why your business should choose us.

  • Automated optimization of content with real-time collaboration and knowledge-sharing
  • Streamlined document processing and storage with the highest regard for security and business continuity
  • Reduce overheads and operating costs with improved workflows
  • Ensure customer satisfaction with quick and easy access to information they need
  • Avoid duplication, remove outdated content, and improve the quality of existing content within minimal timeframes

Empower your customer today

Meaningful business outcomes

Personalized, result-driven engagements to deliver true business value

Proactive analysis and resolution

Analyze harmful patterns, identify uncharacteristic behavior, and trigger automatic resolutions to resolve issues well ahead of time

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

Agent amplification

Boost agent performance with a 360-degree view of the customer, integrated knowledge management, and AI-enhanced smart case analytics

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.

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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
  • Chat
  • Email
  • E-Commerce
  • Social media
  • Remote login
  • In-Person
  • SMS
  • Support App
  • Web
  • Video
  • Voice

Driving impact

30%+

  • Enable technical support teams with technology to drive smooth channel-less experiences
  • Personas of associates are created based on skills, personality type, and past performance
  • Real-time routing to the best matched associate based on AI profiles with service personalization

25-40%

  • Scalable and resilient solution to address variable demand with real-time routing
  • Priority routing for high value customers with white glove support across all channels of support
  • Customer persona created based on demographics, past interactions, scores, subscription plans

30-50%

  • Managed services model to manage end-to-end CX operations
  • Outcome-based engagement based on number of active customers per month
  • Analytical modeling and churn predictions for proactive support to sales

Resource center

Read about the latest industry trends, technology breakthroughs, views of thought leaders and our perspectives to improve your business outcomes.

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