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Support
Including the right support
in your offer is a big part of what enables your customers to successfully
implement your software. You need to have every customer, from the first
one on, become enthusiastic about their experience with your software
company, from the purchase, through the initial implementation, and continuously through
ongoing support.
By strategically partnering
with SysGen, Inc.
you can offer world-class support to your customers.
Many
outsourcing providers only deliver basic support such as handling a few
simple frequently asked questions, assigning a tracking number, and sending
the support call on to your team. This does little to reduce the support
burden on your staff.
We get
our personnel up to speed on your software and provide true Level 1 and 2
Support, saving only the most difficult issues for your staff to handle. Our support technicians don't
simply repeat memorized canned answers, they actually have a working
knowledge of your software and a vested interest in making sure your
customers get the right help. Our support technicians are dedicated to your success
and will gain the level of
expertise with your software that callers expect so they can excite them about
your software while providing a helping hand.
According to “The NetReflector Customer Satisfaction Survey” 29% of U.S.
respondents said a bad accent is their top complaint when dealing with
customer support personnel. Many outsourcing providers use overseas
personnel to field support calls, which may save you money in the short term
but will frustrate your customers in the long run after they repeatedly
struggle to communicate with people who have a strong accent and do not
understand U.S. idioms.
We will
operate your support line with U.S. personnel that clearly
pronounce their words and are familiar with U.S. idioms.
Because we specialize in
providing software support services for software vendors we have already
developed and matured our
back office
infrastructure, logistics,
and processes. This minimizes the
risk, cost, and implementation time to roll out world-class support to your
customers.
A key part of our value
proposition is the way we offer you a
single integrated solution for both support and training because we know that one
depends on the other to succeed.
Students often present our trainers
with questions, bug
reports, and suggestions that require them to work closely with the support team
to make sure they are addressed. Our trainers provide insight to head off problems
that might otherwise result in customers calling the support line based on the questions and problems students have during training.
Our trainers also get feedback
and advice from our support technicians which helps them round out their expertise with your
software and avoids or smoothes over rough spots or embarrassing little
gotchyas hidden in every software application.
On the flipside, our support
technicians look to our trainers to help them learn about new release
features of your software and become a means for field testing training
materials before our trainers use them to train your customers.
Our trainers and support
technicians are also a goldmine for ideas on how to beat your competitors.
They are the ones closest to the real users of your software, not just the
one or two key contacts your sales team deals with. Working together
as one tightly integrated team, our training and support experts often
discover new ideas to improve your software to give you that extra
competitive edge.
This is why we provide both
training and support as one cohesive solution and provide personnel that are
dedicated to your software.
We are the only outsourcing
provider that truly becomes a partner with your team. Our seasoned
professionals really take the time to learn everything about your software
and your operation. Our success is tied to yours and our people interact
with yours on a regular basis.
We understand software
support and specialize in serving software companies like yours, which is
why we know how to find creative ways to work
with you and help your software company grow, just as we have done for other
software vendors.
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