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Our skilled first & second level support provides fast problem resolution and seamless operational reliability for all areas of their eCommerce and beyond. Increase productivity and customer satisfaction with our specialized support team.
As a qualified provider of first and second level support, we ensure the first point of contact for all problems related to their eCommerce. Our expert support teams, specializing in rapid problem diagnosis and resolution, are available to you around the clock. Thanks to our broad expertise, we can immediately intervene and provide support for technical concerns and system problems of any kind. We deliver efficient remote support services, freeing up your internal resources and ensuring seamless operations. In addition, we provide self-help training and materials to help your employees become more self-reliant. Rely on our world-class support to increase your productivity and customer satisfaction.
The following services can be provided as part of this service:
- First-Level Support
- Second-Level Support
- Needs analysis and definition of support requirements
- Establishment and training of the first- and second-level support team
- Establishment of efficient communication channels (telephone, e-mail, chat)
- Development and implementation of problem management and escalation processes
- Establishment of a professional ticketing system to track requests
- Creation of self-help materials and resources
- Conducting regular reviews and improvements of support services
- Providing telephone and written customer support
- Hotline / helpdesk for many industries and in many languages
- Back office services in many areas of their eCommerce
- Complaint management
- National and international processing
- Online connection via VPN
Not included in the price of this service:
✗ legal support
✗ travel expenses incurred for the execution of the order
✗ special requests from the customer that are not covered by the product description and result in additional financial expense.
We will charge separately for all items not included in the price, provided they are incurred during the order.
Tip:
When it comes to first and second level support, clear communication, quick problem resolution and customer satisfaction are key. It is important to have a well-trained team that can quickly diagnose and resolve issues. Efficient documentation of requests and solutions is equally essential.
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Step by step to the optimal service provider
We take you by the hand and optimize your procurement of service providers and agencies and save up to 50% of your budget
Strategy +
valid KPIs
Before purchasing, we work out the strategy and derive the KPIs so that we know what service we need and in which weight class we have to look for the service providers.
Supplier
POOL
As soon as we know who we are looking for, we draw up a list of suitable candidates. To do this, we go on a search - we want the best and not the usual suspects.
Procurement
Process
We have a standardized procurement process that makes it easy for participants - we want the best, not the ones who understand the procurement process best.
BEST
MATCH
The end result is a service provider who can best solve the challenges and not the one with the best-known name - this saves up to 50% of your budget.
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We are continuously expanding our service portfolio
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We are available by phone +49 30 887 128 60 from Mon. - Fri. 09:00 - 17:00 (CET).
Write us an email and we will answer within 72 hours.
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Book your desired appointment - free of charge and without obligation - and one of our customer advisors will contact you.
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