ACT’s Technical Support Solutions
ACT understands the critical role that Technical Support plays in delivering superior customer experiences and driving business success. With over 27 years of experience in the BPO industry, we have established ourselves as a trusted partner for organizations seeking reliable and efficient Technical Support solutions.
Our Tier 1, 2, and 3 technical support services are designed to meet the diverse needs of modern businesses by offering scalable and customizable support solutions tailored to your specific requirements. Thanks to our operational advantages, ACT delivers world-class technical support that drives innovation, enhances efficiency, and improves customer satisfaction.
ACT's Operational Advantages in Technical Support
ACT approaches Technical Support differently as a completely scorecard-driven organization, which is why we boast over 98% green scorecard across our entire partner portfolio, whose average tenure is greater than 10 years. Our 100% employee-ownership model uniquely aligns our Employee Owners’ motivations with our partners’ success.
Next, the Total Experience Formula™ delivers a unified and transformative end-to-end experience to all stakeholders – for customers, employees and users across all digital channels and platforms.
Third, ease of doing business. We are consistently recognized as a flexible partner with a straightforward model. Our delayered organizational structure ensures program nimbleness and keeps senior management directly engaged in our partners’ programs. This drives better outcomes and cohesiveness.
With no P&L for our Ops leaders, they are 100% scorecard driven and stay focused on delivering value to our partners. We offer a deep integration with our systems and reporting, giving our partners unparalleled data analytics, control and transparency into KPIs and program performance metrics.
ACT’s AI-powered CoPilot leverages real-time machine learning and advanced data analytics to provide next-best-action prompts to agents, improving resolution times and ensuring seamless, high-quality customer experiences. Our compliance structure and supporting culture are foundational to the relationship with our partners. And ACT offers a 27-year track record of delivering reliable, consistent, and superior service.
ACT Technical Support Care
Tier 1, 2, and 3 Support
Enhance your technical support with ACT’s comprehensive Tier 1, 2, and 3 technical support solutions. Our skilled teams handle everything from basic troubleshooting and issue resolution at Tier 1, to more advanced technical problem-solving at Tiers 2 and 3. Backed by extensive knowledge and experience, our employee-owners are fully equipped to manage a wide range of technical issues with efficiency and precision, ensuring that your customers receive the highest level of support at every interaction.
Customized Solutions
ACT recognizes that every business has unique requirements, and one-size-fits-all solutions may not be adequate. That’s why we offer customized technical support solutions tailored to your specific needs and industry requirements. Whether in healthcare, finance, technology, or another sector, our expertise allows us to develop bespoke solutions that align with your business goals and deliver measurable outcomes.
Multichannel Support
ACT ensures seamless communication and assistance across various channels, including phone, email, chat, and social media. Our Total Experience Formula™ orchestrates all customer channels, enabling your customers to access support anytime, anywhere, in a coordinated manner that delivers a seamless experience. Simultaneously, ACT provides you with a 360-degree view of the entire customer journey while helping avoid the headaches of customer channel hopping.
ACT CoPilot Integration
Enhance your technical support with ACT’s AI-powered CoPilot, which provides real-time, next-best-action prompts to support agents. CoPilot leverages machine learning and advanced data analytics to guide our technical support teams through complex troubleshooting scenarios, improving resolution times and ensuring consistent, high-quality care. This powerful tool enhances agent performance while delivering a seamless, efficient support experience for your customers.
AI-Powered and Self-Service Options
ACT’s AI-driven solutions, like Intelligent Virtual Assistants (IVA), empower customers to quickly resolve issues independently, enhancing their experience while reducing manual effort for your teams. Designed for rapid implementation and customization, our tools streamline operations, improve response times, and ensure high customer satisfaction.
Help Desk Support
ACT assists employees with technical issues, software troubleshooting, and IT-related queries. Powered by our Total Experience Formula™, our help desk support services ensure prompt, efficient assistance to minimize downtime. ACT’s responsive approach ensures quick resolution times for all technical support inquiries, providing timely and consistent support.
Data-Driven Insights
Our advanced technology offers real-time data that provides a deeper understanding of the customers’ buying journey and purchase motivations, complementing and enhancing the insights our clients already possess. This comprehensive data solution not only facilitates more swift, intelligent, and effective responses to evolving customer demands and market conditions but also includes real-time analysis that identifies the most effective sales tactics to optimize sales conversions. By leveraging these insights, our clients can more precisely target their efforts, driving higher conversion rates and ultimately, greater revenue growth.
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Ready to talk?
We welcome the opportunity to discuss how ACT can tailor our services to meet your specific needs.