Customer Service

We ensure all-round, top-notch user experience and full customer care for you and your clients. With our qualified, multi-channel support based on best practices, you get comprehensive customer service tailored to your needs, from setting up a Service Desk for your company to product request processing for your clients.


Challenges


Our Services

What you get is a full cycle of professional services to ensure the best user experience possible. We take care of your systems, all associated business processes, and your customers to ensure your business continuity as well as handle all issues your clients might face. Our deep industry expertise allows you to focus on core business activities while we handle the rest of issues. Besides, we will help you to build your Service Desk as a single point of contact between you and your customers, employees and business partners to ensure flawless user experience, satisfaction, and productivity while reducing costs and risks.

Inbound Customer Service & Consulting

To ensure the best user experience for your clients, Itransition will provide you with a full stack of customer care services: you get an outsourced service desk solution covering all incoming requests for product or service support, maintenance, consulting, etc.

Self-Service Support

If you would like to concentrate on your core business activities, Itransition offers answering FAQs about your product or service and maintaining an updated knowledge base for the users to handle issues themselves whenever it is possible.

Help Desk Processes and Services

We provide you with a single point of help access for your Customers – Call Center – to ensure your product’s support. With Itransition, you get 24x7 call reception and stress-resistant, communicative specialists pool skilled in software knowledge and a variety of domain expertise. We can set up help desk processes for your business to function under your control or deliver the service by means of our resource pool sparing you the necessity to invest in an in-house team.

Back Office

Itransition support & maintenance specialists will take care of your business processes running smoothly, so that you won't have to worry about such issues as converting old data into new formats or automating the document flow. Get rid of daily routine tasks by involving our support & maintenance specialists in data processing and document management – this will help reduce TCO and cut costs of business operations. Itransition will provide you with data conversion, document processing, database reconciliation, order management, etc.

  • Inbound Customer Service & Consulting

    To ensure the best user experience for your clients, Itransition will provide you with a full stack of customer care services: you get an outsourced service desk solution covering all incoming requests for product or service support, maintenance, consulting, etc.

  • Self-Service Support

    If you would like to concentrate on your core business activities, Itransition offers answering FAQs about your product or service and maintaining an updated knowledge base for the users to handle issues themselves whenever it is possible.

  • Help Desk Processes and Services

    We provide you with a single point of help access for your Customers – Call Center – to ensure your product’s support. With Itransition, you get 24x7 call reception and stress-resistant, communicative specialists pool skilled in software knowledge and a variety of domain expertise. We can set up help desk processes for your business to function under your control or deliver the service by means of our resource pool sparing you the necessity to invest in an in-house team.

     

  • Back Office

    Itransition support & maintenance specialists will take care of your business processes running smoothly, so that you won't have to worry about such issues as converting old data into new formats or automating the document flow. Get rid of daily routine tasks by involving our support & maintenance specialists in data processing and document management – this will help reduce TCO and cut costs of business operations. Itransition will provide you with data conversion, document processing, database reconciliation, order management, etc.

Let The Numbers Speak

Let The Numbers Speak

Bad Service is...

  • Log time on the line
  • Complicated automated self-service
  • Lack of attention to Costumer's needs
  • Poor knowledge of the specialists

Good Service is...

  • Quick response
  • Customization
  • Attended Customer needs
  • Proven compeetncy in technical issues and various domains

How Customers React to Bad Service

  • 75% of Customers belive it takes too long to reach a live person
  • 78% of Customers ended a business relationship due to bad service
  • 50% of Customer service agents fail to answer customer questions

How Customers React to Good Service

  • 9/10 U.S. customers say they would pay more to ensure a good Customer experience
  • 70% of Customers will do business with you if you resolve a complaint

ITRANSITION BENEFITS

Technology Expertise

Our dedicated team of support specialists stays in line with the cutting-edge technology tendencies, which ensures maximum uptime of your application and its dynamic compliance with the industry standards.

Budget Flexibility

Our maintenance and support outsourcing options comprise great flexibility: you pay only for the services you need and when you need them. As your maintenance needs change, Itransition offers a wealth of options to switch to.

Seasoned Team

Our team of professionals with narrow specialization in software maintenance and support is uniquely qualified to prevent and solve the most difficult software problems and issues as well as perform daily tasks of issue resolution.

COMPLETE 3RD-PARTY PROJECT TAKEOVER

1

Handover

  • Knowledge Transfer & Staff Training
  • Related Documentation & Data Audit (manuals, scripts, knowledge base)
  • Tech Artefacts Review (architecture, code, performance, functional testing)
  • Infrastructure Audit
2

Remedy

  • Trouble Management (hot fixes, workarounds, performance tuning)
  • Missed Documentation Replenishment
  • Improvements Planning (current situation analysis & enhancement options)
3

Operation

  • Full-featured Helpdesk & Customer Support Center
  • Infrastructure, Process, Data Refinement
  • Product Updates (on-demand, scheduled)
  • Preventive Maintenance,  Backup & Recovery Implementation