What We Offer: Customer Support Services:
Technical Support
Whether seeking an answer to a vexing question, or trying to troubleshoot a problem,
customers, prospects, sales and field support personnel demand fast response to
technical issues. However, maintaining support team teams with the requisite knowledge
is costly, especially given the often unpredictable cycles of support requests.
Excess support demands often flow to the engineering organization, pulling costly
and critical resources from product development and impacting delivery schedules.
Insufficient resources mean slow response, which impacts customer satisfaction,
brand reputation and potential sales.
How Dextrys Can Help
Our technical support offering provides a cost effective, scalable and responsive
solution that supplements your company��s existing technical support organization
using skilled technicians from our China-based development centers (ODCs). This
offering provides remote level 2 and level 3 technical support to US customers and
internal product company personnel, taking advantage of time zone differences to
provide responsive resolutions to difficult problems. For companies doing business
in China, Dextrys can offer local native language support to Chinese customers,
enabling our clients to avoid the expense and logistical difficulties of providing
live support during Chinese business hours.
Remote Support for US customers
Our remote technical support services are designed to support products that currently
take advantage of our development, product release management and/or offshore professional
services. Working closely with these related services provides access to ODC knowledge,
tools, product code and processes to troubleshoot and develop solutions for complex
problems without reliance or impact on US engineering teams. Operating as an extension
of your company��s technical support organization, the Dextrys team provides behind
the scenes resolution to level 2 and level 3 support requests, handling troubleshooting,
configuration changes, coding fixes as well as testing and QA.
Local Support for China customers
Our China-based ODCs provide the ideal platform offering telephone and email technical
support during Chinese business hours. This local service includes level 1 support
to take and log the initial request, conduct triage and complete simple resolutions.
Depending on your company��s needs, Dextrys can also handle Level 2 and Level 3
issues as described above for US customers, or these requests can be forwarded to
your company��s technical support organization for resolution. Dextrys technical
support specialists also provide technical assistance for your Chinese sales efforts,
responding to salesperson queries and supporting product evaluations. This assistance
gives prospects and sales representatives confidence in the quality of support and
resolves issues that may otherwise delay or derail a product sale.
How Dextrys Delivers
We provide technical support as a managed service through our state-of-the art China-based
ODCs. We assume full responsibility for recruiting, training and managing the team
of technical support specialists and overseeing the delivery of the service including
tracking support requests and reporting on staff utilization and issue resolution.
We work closely with your internal technical support, engineering and quality assurance
organization to ensure seamless integration of efforts and the integrity of all
resolutions.
Benefits
- Reduces the cost of providing level 2 and level 3 technical support
- Insulates internal engineering resources from distracting support demands
- Capitalizes on time zone differences and synergies with other product engineering
offers to accelerate the delivery of high quality results.
- Provides variable resource capacity to handle peaks and valleys in demand
- Offers a cost effective means for offering native language support in China