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Tech Support for a Telecom Company Running a Media Product
Jim Russell
Marketing specialist OverMedia
"Thanks to the fast work done by the Andersen specialists, the level of customer satisfaction has grown"
About the client
Andersen's customer was a digital ad platform run by a Telecom company. Their project required a reliable tech support system for its end clients.
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Рroject overview
Andersen was contacted by a digital ad platform run by a telecom company. That project required a reliable system of tech support for its end-clients. As an outcome, our experts established an effective workflow for them, available via phone, email, and web app. The resulting solution made it possible to quickly generate support tickets, receive them, and process them.
Service functionality
- JIRA Service Desk + Confluence Knowledge Database
- Dedicated VOIP system setup
- Transfer of incoming emails to the ticketing system
- Agreed SLAs for each type of request
- Reporting dashboard
Solution
Growing advertisement platform faced a rapid increase in the number of customers and thus needed to expand its support team in the shortest terms. Andersen provided a team of level 1 and level 2 support specialists able to support customers according to the client requirements. A 24/7 advanced IT support was provided supporting customers according to the agreed level of services. As a result, the level of customer satisfaction has grown and that helped to increase their loyalty and application popularity.
Results
- Implementation of the comprehensive IT support system resulted in an increase of customer satisfaction from 70% to 90%;
- The average time to respond to clients and resolve their requests has decreased, resulting in a more efficient and streamlined customer experience;
- A notable growth in the popularity of the digital ad platform was achieved, with an increase of 11% in its overall usage;
- 24/7 tech support allowed the clients to receive assistance at any time, contributing to increased client satisfaction and loyalty.
Customer review
Jim Russell
Marketing specialist OverMedia
USA
Referenz
Our collaboration with Andersen lasted about a year. We turned to them at a time when the number of our customers had increased by several times, and our technical support was unable to give timely feedback. Thanks to the fast work done by the Andersen specialists, the level of customer satisfaction has grown, and now we can provide them with round-the-clock support.
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