What we do..
Customer Service Outsourcing
Customer service is much more than answering questions. A customer's experience should validate the request while solving the issue. Your service partner defines your customer's experiences —and the measure of loyalty they give to your company.
Echoz's expertise and commitment help you gain the customer trust that builds loyalty for your brand. We tailor our support solution to your business requirements and offer the flexibility needed to meet diverse customer requirements, including uniting your customer care with supply chain management.
Our clients also see the impact these comments reflect: one client’s third-party customer satisfaction surveys revealed the service provided by Echoz support professionals (SP) rated 43 percent higher than the composite score that included their internal team and all other outsourcers! That same survey also revealed a 30-40 percent increase in customers’ likelihood to buy again and to recommend the service to a friend.
Technical Support Outsourcing
When your customers need technical questions answered, time is crucial—and so is attitude. That’s why Echoz’s support professionals are also certified for customer service. They manage technical support inquiries—from connectivity and installation issues to general usability questions—quickly and efficiently.
Echoz’s provides customer support to companies in a number of industries with a focus high-tech. Many of the world’s leading software publishers, Internet service providers, and hardware manufacturers trust Echoz to solve customer issues for products and services such as:
Technical and Web applications
Operating systems
Desktop productivity software
Server and communications problem tracking and escalation
Automated computer-design products
Printers and hardware
Desktop e-mail management and server software
Service chain tracking, including RMAs, to bring together the supply chain and customer care
Revenue Growth Programs
Echoz Revenue Generation Management allows your company to offer additional products and services at strategic interaction points. Well-crafted revenue generation programs help your customers purchase the products and services they want while contributing to the revenue your company needs to stay competitive.
Echoz Revenue Generation Management (RGM) helps companies like yours boost revenue through three main strategies:
· Cost avoidance (pay-for-support)
· Cost displacement (multi-vendor support)
· Pure revenue generation (sales and retention)
The process begins when we identify the lines of business within your existing support queues that have the most revenue generation potential. Echoz then expertly designs, implements, and executes a program tailored to your revenue goals. Our sound strategies achieve the following goals:
Reduce overall cost
Make a profit for your business
Maintain high levels of customer satisfaction
Increase brand
Echoz’s success results from a comprehensive understanding of our industry and the consistent review and implementation of company-wide best practices. Whether your specific needs call for legacy product support, the comprehensive shift to a multi-vendor model, or upsell and cross-sell options for your products and services, Echoz knows how to deliver.
Why Outsource
Companies outsource for two reasons: to focus on core competencies and to reduce support costs. While your company focuses on its core competencies, we focus on ours. Echoz creates exceptional customer experiences for a living. A daily part of the job is:
Optimizing the customer experience
Moving contacts to lower cost points of entry and delivery
Building your company’s organizational intelligence, and
Providing real-time data you can use to improve your business
In addition, our clients achieve significant cost reduction through outsourcing. Echoz assumes the responsibility for:
Human resources
Facilities
State-of-the-art tools
Volume fluctuations
Other costs associated with maintaining an in-house contact center
Outsourcing is what we do best—so you can keep doing what you do best.
