Help Desk Outsourcing
Our Global Footprint Makes the Difference
Beyond the immediate quality of your products, we know that nothing matters more to your company’s reputation than the quality of your customer support. We also know you’re under constant pressure to reduce the overhead of what’s not just a "support center" but a "cost center."
Let us help you and your customers.
Lionbridge is one of the world’s top outsource providers of help desk and integrated product support & maintenance services. With major support centers and largescale staffs in India and Poland, we facilitate unmatched scalability to our customers. But these primary locations are backed by 45+ additional delivery centers in 25 countries scattered around the world, providing the potential for local support and services in regional languages with regional knowledge.
In fact, our big footprint allows us to offer a kind of global support completely unmatched by our competitors.
Through the Lionbridge advanced communication infrastructure, we achieve industry-leading connectivity, bandwidth availability, scalability, and cost optimization. Always we offer superior voice quality, security, accent normalization, performance management, and tracking of agent productivity. Always we focus on hiring and training superior employees, certified for their technical competence and linguistic fluency, and carefully drilled on customer interaction skills and technology practices.
Always we help you drive down costs.
Some key features of our help desk service include:
- A total "Product Mindset" thanks to our wide exposure to commercial processes and market expertise and a large product customer base.
- First, Second, and Third-Tier Support
- Tier 1: Customer-facing specialists provide first contact resolution, create ticket, gather key information.
- Tier 2: "How Should I" support and and application guidance. Deal with procedural errors based on the knowledgebase. Suggest minor workarounds and offer user administrative advice. Assess problems for further escalation. This team also provides proactive product monitoring.
- Tier 3: Escalation point for advanced research, bugs, enhancements, and product maintenance.
- We support customers through voice, email and website interactions.
- High availability: With centralized, 24 x 7 support, you can stop worrying about investment in multiple service centers.
- Single point of contact. Lionbridge provides single toll-free numbers to customers to address technical issues. Our integrated intelligent routing framework will take care of call routing and escalations.
- The Lionbridge Help Desk Delivery team is experienced, and certified in key technology skills, along with the soft skills required for customer interactions
- Multi-lingual support: As a leader in multilingual services provider, Lionbridge offers help desk and product support services in all major European and Asian languages.
- The Lionbridge governance model and CRM ensures centralized agent monitoring and performance management to attain optimized quality and efficiency.
- Metrics Driven – C-SAT, QOS, FCR, ART, AHT, CD
- Quarterly reviews - Monitor continuous improvement
- Monthly reviews – service level availability
- Weekly review – scalability & optimization
- Active monitoring and daily reporting
- Timely escalation to right level
- Automation in monitoring and reports
- First call resolution: Through an optimal mix of technical resources and processes, Lionbridge is known for providing higher problem resolution at the first call of the problem. (We can show you the statistics.)
- Problem escalation management and knowledgebase maintenance.
No model fits every business: That's why Lionbridge offers technical help desk services to suit specific industry requirements; and with onsite-nearshore-offshore combinations, Lionbridge can always offer a cost-effective solution. Typical assignments also include:
- Pre-sales consulting
- Order tracking and reporting
- Product registration & activation
- Post sales processing
- Trouble management
Lionbridge has over 15 years of experience in help desk services, and 12 of the Fortune 20 companies are our clients. Over 92% of our clients recommend Lionbridge to others. You will too.
Contact us today: