It doesn't matter how good the software applications you deploy within your IT enviroment are, if the users don't have a good experience then the application does not work. With over 13 years of experience facilitating the delivery and management of support services we know how to deliver "The Ultimate Customer Experience".
In addition to providing user support for traditional enterprise software applications IHD Services provides support for many of the world’s largest (LMS) Learning Management Systems technologies, including Desire2Learn, Blackboard, Moodle and many others.
These services include:
- Live phone support Monday through Friday 8:30 AM to 5:30 PM with after hours access avaialble
- 100% North American based support service agents
- Custom pricing models per engagement
- Call answer, service validation, issue triage, categorizations, ticket creation and remediation
- OEM/ISV escalations including live facilitation of engineer routing, engagement and resolution
- Private label web-based ticketing portal
- Private label CHAT support
- Private label online knowledgebase / wiki
- Private label Dedicated 800# and support email
- Custom call reporting by user and ticket with trending analysis
- Closed-Loop case follow-up with customer satisfaction survey
- Call recording with on-demand repository
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SLA Performance Indicators:
- 90% of all calls answered within 60 seconds
- 90% of all electronic requests (non-chat) answered within 10 minutes
- 90% of all Chat requests answered within 120 seconds
- 75% first call resolution (Level 0-1)
- 4.0 rating on customer satisfaction surveys (Scale 1-5)