• ServicesTechnical Support Outsourcing Quality Assurance Testing Self Service and Customer Portals
• Self Service and Customer Portals We approach Quality Assurance with the same commitment to personalized, high touch service that meets your business needs, whether you are a technical support client or whether you are working with us for the first time

Many customers see an up to date, easy to use self-help site as an indication that you stand behind your software and want to give your customers everything they need to have a positive experience with your products

Technical Support is not a Commodity

The time your customers spend with tech support might be the only direct contact they have with you Customers that are helped promptly and effectively remember that your company was there for them And sometimes, that’s the difference between the next sale going to you or the competition

Consider a few key points that set us apart from virtually all other Technical Support Centers…

• Agents Our agents are simply the best
• We require everyone to pass hands-on, oral, and written tests
• Your customers will have their call answered by a technician who is familiar with your products and able to resolve their problem
• US Based Support A US based agent will have the cultural awareness to read your customer’s signals and better assess the situation, knowing that there are times when it is appropriate to dispense with overly formal language and prioritize your customer’s immediate needs

A US based agent will have the cultural awareness to read your customer’s signals and better assess the situation, knowing that there are times when it is appropriate to dispense with overly formal language and prioritize your customer’s immediate needs

• Unlimited Products There are no contractual changes needed to add products or make changes, nor are there any fees that have to be paid
• Even if you forget to tell us that you are launching them, we will add them to our system the first time a customer calls

There are no contractual changes needed to add products or make changes, nor are there any fees that have to be paid Even if you forget to tell us that you are launching them, we will add them to our system the first time a customer calls

• Experts You will never talk to a sales rep who says he is there to help you, but doesn’t know the details of your product line
• You can talk to any of your agents, your Lead Agent, Operations Manager, or the President of our company at any time

You will never talk to a sales rep who says he is there to help you, but doesn’t know the details of your product line You can talk to any of your agents, your Lead Agent, Operations Manager, or the President of our company at any time

• Reporting Our comprehensive tracking of customer issues gives you insight needed for more reliable product improvements
• The data is available to you live, and our flexible, real-time reporting tools are there to keep your stakeholders informed

Our comprehensive tracking of customer issues gives you insight needed for more reliable product improvements The data is available to you live, and our flexible, real-time reporting tools are there to keep your stakeholders informed

• Flexibility There are no “per-agent” fees, and you are not restricted to a fixed number of agents
• We monitor volume and manage staffing levels accordingly, without any additional charges or the need for any contractual changes

It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.

Why outsource your Quality Assurance testing?

The reason is simple: your reputation is on the line Our Quality Assurance team wants to work with you to make sure that the issues in your software are found and fixed before they ever reach your customers We design our test plan with your products and your end users in mind

• Objectivity When a programmer tests his own work, or creates the test plans that inexperienced staff will use for testing, he will naturally focus on the areas of the program that he knows and has worked on
• He can’t test for use cases he’s overlooked in development, simply because he doesn’t know about them
• If he knew to include those areas in testing, those errors wouldn’t have made it into the software at all

When a programmer tests his own work, or creates the test plans that inexperienced staff will use for testing, he will naturally focus on the areas of the program that he knows and has worked on He can’t test for use cases he’s overlooked in development, simply because he doesn’t know about them If he knew to include those areas in testing, those errors wouldn’t have made it into the software at all

• Time Software developers frequently complain of overwork and struggle to meet deadlines
• Testing is far too often overlooked in the effort to release the product on time; this can be a costly mistake to your reputation when the software does not meet expectations
• A flexible, third party testing organization can make all the difference in managing your time during the last, crucial stage of development
• With an outsourced group focusing their efforts on testing, developers are free to work where you really need them: making fixes

Software developers frequently complain of overwork and struggle to meet deadlines Testing is far too often overlooked in the effort to release the product on time; this can be a costly mistake to your reputation when the software does not meet expectations A flexible, third party testing organization can make all the difference in managing your time during the last, crucial stage of development With an outsourced group focusing their efforts on testing, developers are free to work where you really need them: making fixes

• Equipment Often, developers are limited in the number of different operating systems or devices they can use to test
• Your software vendor may be blind to errors that will affect key segments of your user base, because the programmers don’t have access to the newest iPhone or latest version of Windows
• Or, you may have developers working on custom-made, cutting edge systems, who never think about the struggles of your end users on more modest computers
• An outsourced quality assurance partner has the ability to test in a variety of environments

Often, developers are limited in the number of different operating systems or devices they can use to test Your software vendor may be blind to errors that will affect key segments of your user base, because the programmers don’t have access to the newest iPhone or latest version of Windows Or, you may have developers working on custom-made, cutting edge systems, who never think about the struggles of your end users on more modest computers An outsourced quality assurance partner has the ability to test in a variety of environments

Who Talks to Your Customers?

One of the most important things to keep in mind when outsourcing is that the agents will be representing you!  The time spent with tech support is often the only direct contact you have with your customers And it occurs when your customers are feeling vulnerable, since they have a…

5 Misconceptions about Outsourcing Tech Support

The Oxford English Dictionary defines a misconception as, “a view or opinion that is incorrect because it is based on faulty thinking or understanding” and a myth as, “a widely held but false belief or idea ” If you’ve spent more than a few minutes looking into outsourcing technical support then…

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