Average Handling Time: 35 Steps to Improving the…
Being a Chief Operating Officer or a Head of Customer Support & Experience, you understand the crucial role of the cus...
23.03.2023
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11 min read
English
10+ years in the industry
IoT Customer Service
Outsourcing
For Hardware Companies
From Europe & North America
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24/7 global coverage -
First response & triage service
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Up to 60% budget savings
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Shared & dedicated teams
100+ Clients From 20+ Countries Have Already Trusted Us
IoT industry concerns
Facing hurdles in delivering 24/7 IoT customer service,
including weekends and holidays, to accommodate
global clientele?
Do slower response times and customer satisfaction concerns
stem from managing initial support queries?
Is your in-house support team handling primary and secondary
line requirements perpetually hindering their focus on
advanced IoT challenges?
Unlock a new era of efficiency. Scroll to reveal the solution.
Reveal Your Loyalty to
Customers
L1 & L2 IoT support outsourcing in 10+ languages. Conquer
peak seasons, manage surges, elevating your business!
- Up to 24/7/365 coverage (incl. after-hours,
weekends, & holidays) for diverse regions. - End-to-end app support: from initial setup &
configuration to maintenance & updates. - 100% of communication channels covered:
calls, emails, live chats, social media. - Guaranteed response times lead to improved
triage quality SLAs, and CSAT.
Caring for IoT intricacies, our experts manage tickets, resulting in delighted customers & satisfied teams.
A Promise Backed By Results
96% Customer Satisfaction Score of Our Service. Your customers can get the same outstanding service too.
Share your challenge and we'll develop your outsourced IoT support solution.
Book a call with usYour Business - Your Rules
No need to change your business process or software.
We seamlessly integrate our teams into your existing CRM & ERP systems, adapting to your needs.
Get started effortlessly with our flexible and expert solutions.
We are experts in:
IoT support call centers to tackle:
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Basic Support Tasks
- Device purchase guidance
- Basic pricing information
- Device setup guidance
- Purchase confirmation
- Shipping update
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Level 1 Support Tasks
- Firmware Update Guidance
- Component Compatibility Inquiry
- Complex Hardware Configuration
- Value-Added Services
- Bundled Solution Consultation
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Level 2 Support Tasks
- Custom Solution Inquiry
- Complex Troubleshooting
- Component Failure Escalation
- Post-Purchase Review
- Return Analysis
Optimize with Ease: IoT Support, Our Expertise!
Experience unhindered IoT focus. Delegate outsourced agent hiring, onboarding, and training to us, and watch IoT support excel!
Your IoT innovations, wherever they lead — We support all industries.
Get Started Now!Elevate customer service &
technical assistance by:
- Faster responses, improved SLAs, and
outstanding CSAT achieved. - 24/7 expert assistance provided by the
enthusiastic & friendly team. - Payroll reduction: no employee commitment
during the off-season. - Reduced risks: no worries if internal agents are sick or
out, there’s always an expert on your side. - Up to 60% cost savings, encouraging innovation: and
growth in IoT initiatives.
Unlock personal
advantages:
- Reduced stress & a lighter workload as you delegate
management, training, and updates to our Team Lead. - Leverage our team’s IoT knowledge and focus on your
core competencies. - Work-Life balance: reduce the need for constant on-
call availability. - Feel free to relax or jet off on vacation as our
dedicated team takes care of supervision.
Our Subscription Plans
You get a comprehensive IoT support outsourcing service, not just agents.
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SHARED BUNDLES
Your project is managed by a trained, experienced, and already formed team of 5-6 agents working on 2-5 projects simultaneously 24/7 in rotating shifts.
The optimal outsourced IoT support service with a small and average number of basic customer requests.
As a first response and triage service for Level 1 IoT and customer support. A quick-start support for your company.
See Pricing -
DEDICATED BUNDLES
Your project is managed by a dedicated agent, or a team, that works exclusively on your company project. Any language, any schedule, any project complexity.
The optimal IoT call centers for companies with medium to high volumes of customer requests.
As a Level 1 & 2 for IoT and customer support when in-depth and specific knowledge of the product is needed.
See Pricing
6 stages to transform your IoT support service
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Project
estimation -
Onboarding
start -
Recruitment
and hiring - Training
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QA check,
Pre-live -
Team
goes live
click next board
And see all content
1 – 8 hours
Estimation of the project complexity, recruitment time and training time of the team. Contract signing.
1 – 5 days
Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base.
0 – 3 weeks
We receive the requirements for the agent/specialist. We find, interview and test candidates. Send their CVs to the client for approval.
1 – 3 weeks
Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.
1 – 2 days
Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.
1 – 8 hours
The team starts performing operational tasks. The onboarding dept tracks performance for 1 month after going live to eliminate any flaws that may surface.
In just 2–4 weeks,
the team of agents goes live.
Who we are
We have been providing customer support to our software engineering group of companies since 2008. In 2016 WOW24-7 became a spin-off providing customer support as a service to external cutting-edge technology & e-commerce clients.
Today, we focus on different industries united by the e-commerce market. These include Retail, SaaS, IoT and Travel in Europe and North America.
WOW24-7’s Guarantees
Data Privacy & Security
We keep all data safe & secure by following strict guidelines of GDPR, ISO27001, ISO9001. PCI DSS and ISO27701 are coming soon.
Get a service, pay after
From the first month in service you will be
invoiced after the services are provided
(a 1-month deposit is required).
No one-year contract requirement
A long-term partnership is built by providing an excellent service. That’s why our agreement can be canceled anytime with just a quick heads-up.
Quality System
We control the quality of communications
and ensure compliance with the indicators specified in the SLA.
WOW24-7’s Standards for IoT Helpdesk Outsourcing Services
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24/7/365
CoverageStay connected with your customers around the clock, every day of the year, including night shifts, weekends and holidays.
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Transparent
FlexibilityWe adapt to your business style, business processes, and data protection requirements, all while being under your control.
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Customised
RecruitmentWe recruit a team of agents who meet specific requirements in terms of language proficiency, product knowledge, and technical skills.
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Full
AvailabilityWe handle customer requests across all communication channels and are fluent in 10+ languages to enhance your CSAT.
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Consistent
ExcellenceWe continually bring in cutting-edge experts to improve our agents’ emotional intelligence and ability to deal with difficult customers.
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Reliable Peace
Of MindEnhance the working environment within your team by delegating high-pressure tasks to a dynamic and empathetic outsourced team.
Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.
Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.
Your outsourcing IoT support services can include
Frequently Asked Questions
What types of IoT support services do you provide?
We offer comprehensive IoT support services, covering a wide range of needs for IoT companies. Our services include:
Basic Support Tasks: Handling routine inquiries and requests from customers.
Level 1 Support Tasks: Addressing common issues and providing initial troubleshooting.
Level 2 Support Tasks: Resolving more complex technical problems and inquiries.
Device Purchase Guidance: Assisting customers in selecting the right IoT devices.
Basic Pricing Information: Providing pricing details and package information.
Device Setup Guidance: Guiding customers through the setup of IoT devices.
Purchase Confirmation: Confirming and verifying customer orders.
Shipping Updates: Providing real-time shipping information.
Basic Support Tasks: Handling routine inquiries and requests from customers.
Level 1 Support Tasks: Addressing common issues and providing initial troubleshooting.
Level 2 Support Tasks: Resolving more complex technical problems and inquiries.
Device Purchase Guidance: Assisting customers in selecting the right IoT devices.
Basic Pricing Information: Providing pricing details and package information.
Device Setup Guidance: Guiding customers through the setup of IoT devices.
Purchase Confirmation: Confirming and verifying customer orders.
Shipping Updates: Providing real-time shipping information.
Why is outsourcing IoT support beneficial for my business?
Outsourcing IoT support offers several advantages for your business. It allows you to:
Focus on Core Expertise: Redirect your in-house team’s efforts towards innovation, product development, and core business activities.
Reduce Costs: Benefit from cost-effective support solutions and allocate savings to other growth initiatives.
Ensure 24/7 Coverage: Provide round-the-clock support to your global customer base, enhancing customer satisfaction.
Access Specialized Expertise: Tap into the expertise of a dedicated support team with IoT-specific knowledge and skills.
Streamline Operations: Optimize your support operations and improve efficiency through outsourcing
Focus on Core Expertise: Redirect your in-house team’s efforts towards innovation, product development, and core business activities.
Reduce Costs: Benefit from cost-effective support solutions and allocate savings to other growth initiatives.
Ensure 24/7 Coverage: Provide round-the-clock support to your global customer base, enhancing customer satisfaction.
Access Specialized Expertise: Tap into the expertise of a dedicated support team with IoT-specific knowledge and skills.
Streamline Operations: Optimize your support operations and improve efficiency through outsourcing
How does IoT customer support outsourcing work?
IoT customer support outsourcing involves partnering with a third-party provider to handle your support needs. Here’s how it typically works:
Agent Selection: We carefully select tech-oriented agents with expertise in IoT to represent your brand.
Process Setup: We establish efficient support processes tailored to your specific IoT products and services.
Agent Training: Our agents undergo rigorous training to ensure they are well-equipped to assist your customers.
Communication Management: We take control of all communication with your users, providing a seamless support experience.
Agent Selection: We carefully select tech-oriented agents with expertise in IoT to represent your brand.
Process Setup: We establish efficient support processes tailored to your specific IoT products and services.
Agent Training: Our agents undergo rigorous training to ensure they are well-equipped to assist your customers.
Communication Management: We take control of all communication with your users, providing a seamless support experience.
Book a call and get your IoT
support outsourcing service
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