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Multi-tier Technical Support

Level up your support while bringing costs down

Overview

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 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.

Our wide range of services

Level 1-2-3 technical support

Movate evaluates the severity of the problem and the customer's priority before allocating an engineer. Our tiered 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.

  • Enhance KPIs (average response time, resolution time, customer happiness, the average cost per incident or request, and more.)
  • Resolve majority issues using automated self-service to minimize resolution time
  • Best practices and digital operations for more efficient and effective case management
  • Establish timelines and protocols for harder issues and quickly resolve minor ones

Dedicated engineer

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.

  • Assess renewal risk and work with sales teams to accomplish successful product renewals
  • Monitor support cases to guarantee timely resolution of issues
  • Leverage knowledge content and systems to develop product expertise
  • Perform audits to discover potential areas of growth

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.

  • Gather important information in a cost-effective manner, quickly and easily
  • Deepen your knowledge of how changing a variable in an existing system affects other systems
  • Field-test your changes before implementing them in the real world to learn about potential risks and prepare for them
  • Examine and alter critical conditions without risks

Multi-lingual support

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. Monitoring and analyzing customer sentiment in more than one language can help you detect problems early and stop them from becoming bigger issues.

  • Boost NPS and customer loyalty by personalizing conversations using customers’ preferred language
  • Improve communication to foster loyalty and trust
  • Greater awareness of customer needs providing input for product development
  • Increased CSAT by combining self-service with a multilingual knowledge base

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

Unified dashboard

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.

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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

65-85%

  • 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

25-40%

  • 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

20-40%

  • 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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