Customer Technical Service & Support

Technical Service & Support is one of NuComm's strengths. NuComm's technical support division does more than just answer technical questions; it creates value for our clients.

This division offers superior Tier 1 and Tier 2 technical support. All representatives are S1 and C1, meaning they have basic sales and customer service skills. Each internal team focuses on its core competencies, creating a one-to-one experience with each encounter that increases customer satisfaction, customer knowledge and sales.

NuComm representatives are trained to empathize with customers and follow a defined process, developed jointly with our clients. Changes to your program are handled through training, our proprietary online applications, support documentation and NuComm's internal Help Desk.

We also use "Mystery Calling" during idle times to familiarize our representatives with significant changes in your program. Knowledge updates are done real time through "flash" messages, an Intranet site with walkthroughs, memos, online training updates, Web training and testing.

NuComm technical support representatives also use a comprehensive knowledge base to track previous customer encounters. Each time a technical problem arises, the knowledge base is searched for the solution. If a solution isn't already in the knowledge base, the problem is recorded. When a solution is found, the knowledge base then records this solution for future use. This knowledge base offers limitless information to technical representatives, enabling them to find a solution quickly and reducing call times.

Call us today to find out more about NuComm's Customer Technical Service & Support capabilities.