Technical and Product Support
As products become more and more complex, proficient technical support becomes more integral to the customer experience and more difficult to fulfill. This challenge is made more complex by escalating operational and capital costs in a fluctuating economy.
IBM can assess business and technology drivers to plan, design and implement leading-edge customer service operations. Our Technical and Product Support offerings are:
Cost-effective. We help you reduce cost per transaction by introducing innovative self-service options and IBM’s Voice of the Customer Analytics solution.
Measurable. We can help your business enhance customer satisfaction by improving first-time call resolution and other key business metrics.
Scalable. We address scalability and business continuity concerns by providing globally integrated support operations.
IBM can help your enterprise deliver technical and product support across all channels and levels. Our agents are enabled with knowledge management, process improvement, case management and service enablement tools. IBM provides comprehensive automated and self-service support options, and contributes to their continuous improvement through content production, analytics and process reengineering.