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Superior customer service for building stronger customer relationships
Maintaining existing customers, which have high customer lifetime value, profitability and referrals, is far more profitable than acquiring new customers.
Datamatics’ 24x7x365 customer service teams are aligned to this philosophy. The teams ensure that interactions across touchpoints lead to enhanced customer experiences guided by the brand principles and customer centricity. The teams provide omni-channel native language support to ensure consistently engaging customer interactions. Datamatics’ Unique Value Proposition is in blending right technology interventions across the Customer Management journey for higher efficiencies and effectiveness.
Customer Support is an enterprise’s in-house team that troubleshoots the issues with a product or service. The Customer Support team primarily helps with installation, maintenance, and servicing.
The Customer Support Service is the vendor partner, who delivers services similar to the in-house Customer Support team. They are the extension arm of the product and services enterprises.
The Omni-channel Customer Support Service is a platform that provides both voice and non-voice media access systems through which a customer can seek help for troubleshooting. The customers can maintain continuity of communication through each channel they select for communication throughout their customer lifecycle with the enterprise.
L1 customer support resolves the preliminary level issues arising in a product or service, such as installation, reinstallation, and uninstallation. They create customer tickets if a deeper resolution is required.
L2 customer support works on the tickets raised by L1 support to resolve complex issues with their knowledge and expertise about the product or service.
L3 customer support comprises the development team that handles technical issues and are adept at performance tuning and bug fixing.
Some of the best practices in Customer Support Services –
Customer Support looks into alleviating the day to day issues faced by customers. Customer Account Management focusses on growing customer relationships. They understand the goals of their customers and help them to achieve those goals. It is a strategic, long term customer engagement and acts as an extension of the customer’s business. The Customer Account Manager thinks like the customer for the benefit of the customer.