Our Services

Customer Support

Customer Support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.
In ‘The Support Element’, it is our endeavour to provide excellent customer support service which ensures in helping customers efficiently and in a friendly manner. It's essential to be able to handle issues for customers and do your best to ensure they are satisfied. We assure of good service as ‘the’ most important things that can set your business apart from the others of its kind.

The direct benefit of entrusting The Support Element with your customer support activities are:

  • Retention of customers and expansion of customer base
  • Direct impact on business income
  • Efficient management of high call volumes
  • Robust call monitoring services

The various categories of services being offered under this section are as follows:

  • Sales Support – Inbound &Outbound sales, Up-Sell& Cross-Sell, Lead Generation, Order placements
  • General Enquiry – Query Management, End Customer Complaints Handling, Product Information Support, Order Enquiry
  • Billing Support – Bill generation, Payment enquiry, Account maintenance, Fraud management
  • Loyalty / Retention Management – Loyalty Management, Retention, Win back, Renewal, Conversion
  • Collections – Early, Middle, Late stage, Skip Trace, Dispute investigation and resolution, Credit Verification

Why does every company look to India for Customer Support?

Every service provider seeks the services of contact centre outsourced to India. This makes the country one of the most preferred outsourcing locations on the planet. The fact is that India accounts for more than two-thirds of the work in the outsourcing industry.

The major factors that prompt companies to opt for India include proficiency of communication, a large pool of trained and educated resources and technical infrastructure that supports advanced solutions. These activities facilitate inclusive management of business operations. In addition, the activities get streamlined automatically without compromising on the quality. Consequently, a company can remain at par with the global standards of service.

India has always fulfilled the expectations of its customers located in different parts of the world. The enterprises in India have made every possible effort to ensure that the convenience of their customers gets maximized to a level where everything appears to be easier than usual.

Tech Support

Every organization selling software, digital and products needs to provide an assured quality technical support capability to ensure the customers are able to use the products and services to the fullest.

A professional technical support will ensure customers of any product or services can resolve any of their queries, challenges or needs such as upgrade, accessories, technical glitches usig expert help.

We at The Support Element offer multiple levels of trained support, tailor-made as per your organization’s needs to cover various time-zones, language and skills to service your internal and external customers.

Tech Support Services

  • L0 – Build and maintain self-help guides, collaterals for products and services that users can refer to online and offline and resolve their issues
  • L1 and L2
    • Answer customer queries
    • Resolve setting and configuration challenges
    • Lockouts and Password resets
    • Patch and Upgrades
    • Data fixes
    • Other customer needs that do not require product, service framework changes
  • L3
    • Issues that require a change, enhancement, new features to product or service to resolve or satisfy customer needs
    • Release Management to ensure the upgrades are being successfully rolled out to customers without any impact to usage. (minimal downtime)

Configuration and New setup

  • Setup and Configuration for a new product feature or market(geography) to ensure smooth onboarding and rollout
  • Resets involving configurations

Remote Resolution

Using the right tools, our technicians will take over your device (computer or phone) to provide quick resolution at your desk. The technicians are trained to identify, diagnose, and solve issues fast, ensure the customer can quickly get back to his productive work with minimal downtime.

Back Office

Though the back-office processes don’t maintain a direct contact with the customer, they still have a great impact on the overall functioning of an enterprise. If a company doesn’t take these processes seriously, the growth of the company will be hampered. You can enhance your revenue and overall business functions by outsourcing back office processes to The Support Element.

Back office services offered by The Support Element

The Support Element, we have a blend of latest technologies to deliver efficient solutions in a cost-effective manner. The back-office services include:


Data Entry / Data Management Assignments

Data Management is a critical activity in your organisation With proper use of data businesses can identify the pain areas and leverage on string points and focus on the essentials.
The Support Element offers excellent data processing and management services.

  • Data Processing
  • Data Mining
  • Data Cleansing
  • Data Conversion
  • Data Verification & Extraction

Ticket Management – Managing Offline queues, Adding / deleting VAS

We at The Support Element help your organisation on how to simplify & streamline your help desk ticketing process by:

  • Eliminating complexity of help desk management
  • Lower time-to-resolution of IT tickets
  • Cut down operational costs
  • Improve customer service and satisfaction

MIS / Reporting – Creating daily / weekly Reports, Dashboards

Reports form an integral part of any organization. Each team maintains a report of the tasks that have been conducted during the course of the day or the week. This helps discern the productivity of an employee, of a department and the organization as a whole. Reports are dominant base that help in taking some critical decisions about the progress in the future.

However, things become a puzzled maze if reports are not properly named and stored and are inaccessible when required. With Management Information System or MIS Reporting, we provide you with a centralized report management application to save all the required repots in a common place.

Our team will analyse and understand the reporting needs of the professionals in your organization. Spreadsheets are created accordingly encompassing all the required details. The format is created in such an easy to use format to help inculcate the habit of everyday reporting. If all the reports in your organization are managed well, it can help you with your business decisions.


Underwriting

Underwriting is an important function in Insurance and Mortgage companies. Every insurance and mortgage company have to maintain a underwriting department with well trained staff to manage the operations and functions. It involves understanding the customer expectation with respect to insurance and mortgage, checking the credibility of the customer through various mediums, cross verifying various documents including bank statements.

The underwriter should be able to distinguish different and various scenarios before taking a decision to cover the customer under insurance and mortgage. It involves handling direct customers, brokers and affiliates.

The job needs to be performed meticulously by checking required documents, search information through internet and reference checks. We have the expertise, experience and also have been trained by industry experts to perform these tasks.

Web Services

The Support Element offers standard templates or custom-made Web Solutions, that will help your organization build an online presence to maximum your reach and visibility at affordable costs.

Website Design and Maintenance

We understand your organization’s vision, mission, offerings and customer base to ensure our web-designs provide the right user experience to your prospects and customers and deliver a clear and high-impact message.
We design, host, promote and maintain your web solutions.

Social Medium Command Centre

We at The Support Element will Manage Social Presence, Create and Manage Communities, Listen and Manage Interactions, Drive community participation, Manage Influencers
Our strategic social media command center will help

  • Empower your brand presence online
  • Collaboration with various stake-holders through organized channels
  • Provide data for informed decisions