Tech Support Call Center

SupportYourApp team will resolve Tier 2 and Tier 3 customer tickets and improve customer journey.

Support outsourcing
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Features

  • Resolving Tier 2-Tier 3 tickets of any difficulty
  • Scaling the team in a timely manner upon request
  • Analyzing ticket flow and customer satisfaction rate
  • Implementing up-to-date hard- and software
  • Providing detailed QA reports regularly
  • Providing the teams with pre-launch training
  • Developing and implementing knowledge base
  • Troubleshooting, debugging, testing
  • Conducting customer satisfaction surveys
  • Escalating the most difficult cases to developers
  • Collecting logs, reproducing problems

140+ companies worldwide have already chosen SupportYourApp

Find Out Why
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Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A

Why Choose SupportYourApp

Price may vary. Describe your needs, and we will calculate the pricing just for you.

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How much it costs? How it Works

Check integration roadmap and start scaling faster.
 1st month of integration is free! 

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    Choose a package to start with
  • in 24 hours We will contact you and help you personalize your ideal plan
  • in 1 week Sign up for our service and confirm all the details
  • in 10 days Integration: FAQ, template development, system integration, etc.
  • in 1 month LAUNCH: 1st month prepayment and we go LIVE
  • after 2 months 1st month revision, prepayment for 2nd month. Your customers are happy and so are you!

From any Channel...

Your customers will be heard through any channel you choose...

  • Email
  • in-app
  • Chat
  • VoiP
  • Facebook
  • WhatsApp
  • Viber
  • iMessage
  • ...any channel

...to any Integration

...and we can integrate with all major CRM systems or add a new integration just for you.

  • Gsuite
  • Zendesk
  • Help Scout
  • Fast Spring
  • Live Agent
  • Intercom
  • Freshdesk
  • Kayako
  • Uservoice

Secure otusourcing services Ultimate Security

The level of attention to security is completely unheard of for the support industry. For example, we have obtained PCI DSS Level 1 Service Provider certification for our facilities. It ensures data safety for you and your customers.

Services Catalog

Pick up the best service for your needs:

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Custom Software

For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system

QCRM™

Ticket management system that helps us manage huge teams and help them manage a huge workflow of emails.

Quidget – online chat widget for web

Quidget™

Live chat tool which may be incorporated directly onto the web page that delivers faster performance and helps our team interact with the customers.

Quidget – online chat widget for web

Qouston

Though it blends into other interfaces and is almost imperceptible, it still is a powerful and sophisticated instrument that supercharges every interaction with the power of AI.

QCRM – customer management system

Clients Reviews

What will the cost of service be for you? Request a call, and we will get back to you within minutes.

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"SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.".
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,
Skylum.com,
US.

Skylum, Inc. logo
"Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.".
Todd Penny from GoCodes

Todd Penny Founder,
GoCodes,
gocodes.com,
US.

GoCodes logo
"The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.".
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

Macroplant, Inc. logo
"We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.".
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

Boinx Software Ltd. logo
"With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.".
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,
signeasy.com,
US.

Sign Easy logo
"SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.".
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,
softorino.com,
US.

Softorino Inc. logo
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What is a tech support call center?

Tech support call centers provide phone answering services to customers who have experienced technical issues with soft- or hardware. Support agents can: 

  • Provide instant assistance.
  • Be on-call for out-of-business hours. 
  • Act as a hot line during maintenance. 
  • Follow technical processes and notify customers about any disruptions. 

Technical support specialists stand between a customer and a product. They have to be knowledgeable, empathetic and tech-savvy. A technical support team must have sufficient skills to ensure a high customer satisfaction rate and a perfect customer experience. 

Main tasks of help support call centers

Take calls 24/7

More than 80% of customers want to get instant answers and replies, regardless of the communication tool. Providing instant replies will be impossible if a technical support team does not work around the clock. 

Tech support call centers must provide quality support solutions 24/7 to benefit their customers. If that is impossible — a company might lack monetary or human resources — technical call centers might want to opt for an outsourced support solution that would provide services on a consistently high level. Technical support is one of the best ways to indulge your team and provide them with answers about a product or a service. 

Log every customer ticket into the system

One of the keys to the success of a tech support call center is a perfectly suited CRM system that would have the logs on all customers and their inquiries. A proper help desk solution will help a support team keep customer information organized and at-hand. 

Having customer tickets logged in properly can not only help a technical support team structuralize the information. It will also help developers see the most common issues customers have and fix them quickly, which will result in a constantly improving product. 

Resolve L1 technical support tickets

Technical support call center’s responsibilities go far beyond simply answering customers’ questions and logging them into a CRM system. If properly trained, they can resolve simple technical questions and customer tickets — so-called Tier or Level 1 customer tickets. These are the simplest customer inquiries that can be resolved upon the first chat or call. Technical support consultants need to have a basic product understanding to be able to help the customers on the spot. Gathering, managing and always updating the knowledge base will help the team with this task. 

Escalate L2-L3 customer tickets

There is only so much that can be done by a call center. Technical support teams must know how to resolve the simplest questions. But when it comes to Tier 2 and 3 tickets, they must know a proper escalation procedure: 

  • What constitutes Tier 2 and 3 technical support tickets?
  • How to inform customers, their inquiry will take time to be resolved?
  • Which developer deals with certain problems?
  • What software is implemented into the escalation process?
  • How long will an issue take to be resolved?

Knowing the answers to these questions will allow a tech support call center team to escalate issues properly and ensure fast resolution.

In-house and outsourced tech support team — what’s the difference?

A business can build a team in-house, or outsource its technical support. What are the perks of outsourcing in the case of technical support?

It is easier

A technical support team requires: 

  • Proper soft- and hardware.
  • Meticulous training.
  • A separate and dedicated space to work in.
  • A separate and dedicated management team.
  • Extensive knowledge base.
  • Continuous team building process. 

To fulfil these, a business needs a lot of time and resources. As a result, more than half of businesses prefer to hire an outsourced support company that would provide technical support to them. 

SupportYourApp has been providing technical support for businesses for a decade. We have set up all our processes for the teams to be at their most efficient. Our management makes sure all technical support consultants have proper soft-and hardware and good working conditions. We are open to communication and always actively listen to each other. As a result, we always improve and perfect our communication and processes. 

It is more secure

Cybercrime saw a 600% increase in 2020. 88% of companies around the globe have reported phishing attacks, which will prompt a cybersecurity market to grow to $170.4 billion in 2022. 

Unfortunately, not every business can afford proper security measures for its technical support. For small and medium businesses, outsourcing is the only way to properly protect themselves from phishing, malware, and other attacks. 

SupportYourApp is PCI DSS Level 1 Service Provider and ISO certified. We are fully GDPR- and HIPAA-compliant. We follow all cybersecurity trends and always take measures to protect our clients’ customers’ information from unauthorized access. Our entire team passes security tests and checks to make sure we are fully dedicated to maintaining the highest level of security.

It is more efficient

Resource- and effort-efficiency. That is what an outsourced tech support call center team can bring to any business. If a business needs a bi- or multilingual support team with specific technical knowledge, we: 

  • Take over the hiring process.
  • Check the level of language knowledge. 
  • Take over company and product onboarding, with only a minimal amount of effort from the client’s side. 
  • Conduct QA and check the level of the team's knowledge. 
  • Manage all processes and expand the team upon request.

An outsourced technical support solution can also provide a business with more freedom to focus on growth, development, and in-house teams. Implementing a tech support call center into the system will ensure professional assistance, fast resolution, and efficient collaboration.

Tech support call center’s benefits

  • Improved productivity

    Communicating with customers and dealing with their inquiries is a full-time job. No other team besides customer or technical support will have the time and opportunity to perform it. Especially if customers require bilingual support. Trying to manage both Tier 2 and 3 technical support tickets and customer communication can result in low productivity, missed out support tickets and low call center pickup rate.

    Having a dedicated call center technical support team will provide a business with a possibility to divide and conquer — a technical support team will communicate with the customers, while the other teams will improve customer experience. The productivity of each team involved in the process will rise.

  • Cut costs

    52% of businesses use outsourced solutions. Technical support is a big part of this statistic. Outsourcing can help cut costs by 20-30% while simultaneously improving productivity and providing better technical support. 

    86% of customers are willing to spend at least 17% more with a business providing great customer service. Setting up a technical support call center in-house might not reduce costs, but it will raise the profits.

  • Flexible scaling

    Understanding how big your technical support call center team needs to be might be tough. There are peaks of customer activity that require more people on the team and there are low seasons, when the entire team might lack calls and chats. Tech support call center service providers can be as flexible as required by a business. 

    Adapting the number of technical support specialists on the team to your customer base’s needs is one of the top benefits of an outsourced or simply flexible technical support provider.

  • Improved resolution rate

    A tech support call center can only be judged by a couple of factors: 

    1. Calls, chats and emails answered.
    2. Tickets received and opened.
    3. Tickets resolved. 

    The latter one is arguably the most important — what good do open technical support tickets do, if they are not getting resolved? A dedicated technical support team will improve resolution rate due to a specific structure — a team itself can help customers resolve the easiest issues and escalate difficult ones to appropriate specialists.  

    This system helps the team be at 100% efficiency all the time. The main perks of having a tech support call center is that it allows other teams to focus on their tasks and work more efficiently.

FAQ

To get the fastest answer for any question simply contact us and ask anything.

Ask Us A Question
Tech support calls — are they difficult to handle?
Technical support tickets might be difficult for an unprepared team, since the process might require participation from developers. A professional tech support call center can handle any customer request easily.
How much does a technical support team cost?
The price of a tech support call center team depends on the number of people on the team, hours of coverage and languages spoken. If you want to find out more about SupportYourApp pricing, message us at hi@supportyourapp.com.
Does my business need a technical support call center?
A business dealing with any difficult tech solution needs to hire a technical support service provider to make sure its customers get their answers as soon as possible.
How to find a perfect technical support call center provider?
Establish the requirements for a technical support team, set an appropriate price limit, establish the time scopes, and look for the most flexible and secure solution in the market.
What is a technical support consultant?
A technical support consultant is a person working in a tech support call center, providing answers and resolving customers’ issues when needed.

Knowledge Base

For the past 10 years we have been through many-many challenges, victories, problems and failures. Here are our stories:

Why Does Customer Success Matter?

Why Does Customer Success Matter?

By Veronica Filipkova

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