WE BUILD RELATIONSHIPS:
ONE POSITIVE INTERACTION AT A TIME.

ONESUPPORT SERVICES
STRENGTHENING YOUR CUSTOMER EXPERIENCE

Meaningful customer relationships are built one interaction at a time.  OneSupport’s commitment to the customer experience is evident in the way we build solutions for our clients.  Our insight will guide you in your mission to imporove your customer experience. Today’s customer has far greater expectations and needs than the customer of yesterday.  Online communities, product review sites, and social media have amplified the importance of taking good care of your customers.  Business leaders who invest time and resources into developing a comprehensive strategy have identified that an investment in building a positive customer experience creates loyal customer relationships that are ultimately more profitable.

HOW WE WORK:
AND THE TOOLS WE USE TO GET THE JOB DONE.

TECHNICAL SUPPORT

Tier 1 and Tier 2 for residential and business. General ticket entry. All things hardware troubleshooting. Wireless personalization and updates. Anti-virus and firewall support. Internet setup (wired and wireless). Email and web portal access. Dispatch appointments and dispatch status updates. Customer education and product upselling for all out of scope issues.

UNIVERSAL AGENT SUPPORT

Ability to cross-train tenured agents to support multiple channels/services (care, billing, tech support on phone, chat, email or video) for the optimal customer experience – No transfers, no re-telling the same story over and over.

CUSTOMER CARE 

Tier 1 and Tier 2 high level technical support for residential and business. Pre-sales and qualifying customers (ie, new zip codes and locations). Ticket entry and updates. Billing and payments. Add/Remove products and services. Schedule installations and dates. Customer education and general questions.

OUTBOUND SUPPORT SPECIALISTS

New residential sales and product education. New products and services (ie, phone, web portal, internet, TV, PTS, bundles, etc). Seasonal campaigns (ie, holiday specials, bundles and promotions). New business sales and product education. New products and services (ie, managed services, EMM and MDM). New marketing campaigns and initiatives. Internal help desk (ie, monitoring, IT solutions, etc). Pre-qualifying calls (ie, warm and qualified lead generation and hand-off). Scheduling appointments for area sales managers and field technicians.

BUSINESS SERVICES AND IT SOLUTIONS 

Exchange, IMAP, POP, Gmail, Yahoo, and other mail client support and migration. Enterprise mobility management (EMM). Device, application, and content management. Threat monitoring and real-time reporting. Ability to automate compliance to maximize security. Ability to quickly scale up and add devices. Mobility device management (MDM). BYOD (Apple, Windows, and Android compatible). GPS Tracking. Real-time device enrollment. Wipe and remove devices and content. Secure mobile mail. Secure mobile browser. Mobile application security.

MANAGED SERVICE OPERATIONS (MSO)

Triggering events for alerts and escalations. Client communication and escalation. Application support, both navigational and technical training. Hardware troubleshooting, and escalation.

    CASE STUDIES

    One of our clients was set to launch a gigabit Internet service. They sought our help with the goal of providing a consistent and memorable experience for the customer every time they called, whether it be for obtaining general information, signing up for new service, billing questions and making payments, or requesting technical assistance.

    In order to help the client achieve their goal, we set out to create a differentiated customer experience using a universal agent model capable of handling any type of issue from retention or bill pay to basic and advanced technical support for video and data services. This model achieved significant success leading to industry recognition and exceptional customer satisfaction.

    WHITE PAPERS

    In conjunction with management discipline and expertise, we have helped our clients meet their goals year after year. Many of our clients share common goals. Primarily, they would like to provide the best service to their customers for the lowest price while building strong relationships with customers who become brand advocates. This white paper will illustrate a correlation between reduced AHT and increases in sales conversion and resulting improvements in Net Promoter Score (NPS).

    We have helped achieve higher customer loyalty ratings for many companies by showing them firsthand how providing an unforgettable customer experience can lead to higher retention rates and open the door to other channels of revenue.

    HEADQUARTERS

    350 Barnes Drive
    Suite #109
    San Marcos, TX 78666
    (800) 580-3355

    Customer Reviews

    OneSupport BBB Business Review

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