Omni-Channel Solutions Provider

Our offering of voice, Email, chat, web, and mobile support platforms ensures that we engage your customer on their time schedule, in their communication platform of choice.

  • Inbound/Outbound services
  • Voice, Email, Chat, Web, Mobile interaction support
  • Multilingual capabilities
  • 24x7x365 support available
  • Full spectrum calls
  • Overflow calls
  • After-hours calling
  • Seasonal call management
  • PBX / switchboard services
  • Social Media monitoring

Voice Support

The cornerstone of our business is voice support, aimed at providing world-class person-to-person interactions between your brand and your customers. We provide inbound and outbound voice support 24x7x365. We can offer voice support as full spectrum-or overflow call volume support and work with you to tailor a custom solutions to meet your needs

Email Support

Email support is a critical component of proactive customer care, and follow up. Our Industry leading Email ticketing system provides complete visibility to the entire conversation, including post-Email surveys. Simple escalation to supervisors, real-time dashboards and reporting to provide ease-of-management for staff.

Support Services Group

Chat support allows you to meet your customers where they want, when they want. With our live chat solution, you can provide your customers instant live-agent support without them having to place a phone call. Our real-time live-chat support offers hundreds of translation languages. Chat can be seamlessly integrated into your webpage and can be tied into S2G’s CRM of choice or your existing CRM.

Social Media Monitoring

Social Media has become a very important platform for driving a company’s brand and engaging and ever-evolving consumer base. Our agents are comfortable using social media monitoring tools to manage and maintain social media impressions. We ensure that these individuals are fully immersed in your brand’s mission, company culture, vision, and branding in order to truly be an extension of your brand when engaging in and monitoring your brand’s social media presence.

Technical Support Services

Support Services Group has provided specialized Technical Support for major consumer electronics brands for over 25 years. We provide Tier 1, Tier 2, and Tier 3 technical support for some of the world’s leading brands.  Our highly skilled technical support team members focus on first call resolution, adopting the appropriate brand voice to deliver an exceptional customer experience in support of a wide range of products and services.

  • Tier 1, Tier 2, and Tier 3 technical support
  • Certified Technicians are available (A+, C+, MCSE, etc.) as required
  • Software support and Helpdesk Services
  • Consumer Electronics Product troubleshooting and support
  • Full sales lifecycle support
  • Pre-sales, sales, cross selling and upselling, RMA and Warranty Support

Learn More About How We Serve the Consumer Electronics Industry

Customer Support Services

We believe in putting the customer first. We understand that keeping long-term customers in a highly competitive marketplace means ensuring they are taken care of during every phase of the relationship; therefore we strive to provide world class service in each interaction.

We offer numerous customer support services based on industry or business segment supported. No two customer support programs are alike, and we will tailor our support solution to meet your exact needs.

We work with you throughout program implementation to build a customer support program that ensures customer satisfaction and long-term account stability.

Consumer Goods Support

  • Customer Care, Warranty and Post Warranty Support Solutions
  • Concierge/Loyalty
  • Product Recall and Critical Events
  • RMA Management, Reverse Logistics, Inventory Management
  • Internal and External Knowledgebase Development and Management
  • Telephony Administration
  • Social Media Monitoring
  • Chat/Email Support
  • WFM Staff Planning
  • IVR Voice Response
  • Automated Redaction
  • WISMO- “Where is My Order” Automated IVR Order Tracking
  • Interaction Feedback Surveys

Crisis Response Management

  • Customer Care
  • Program Enrollment
  • Appointment Scheduling
  • Product Recall and Critical Events
  • Internal and External Knowledge Base Development and Management
  • Telephony Administration
  • Social Media Monitoring
  • Inbound/Outbound Voice Support
  • Chat/Email Support
  • WFM Staff Planning
  • IVR Voice Response
  • Interaction Feedback Surveys

Restaurant & Automotive

  • QSR Industry knowledge and specialization
  • Customer Care
  • Guest Recovery Specialists
  • Concierge/Loyalty
  • Employee and Crisis Hotline Support
  • Customer Hotline Support
  • Proprietary CustomerPulse CRM software
  • Electronic and Whitemail Fulfillment
  • Vendor Quality Program
  • Interaction Feedback Surveys
  • Resolution Tracking
  • Trend Mapping by location/ region/ manager etc.
  • Franchise/Regional Escalations Management and Reporting
  • Comprehensive and Centralized Reporting
  • Internal and External Knowledge Base Development and Management
  • Telephony Administration
  • Social Media Monitoring
  • Inbound/Outbound Voice Support
  • Chat/Email Support
  • WFM Staff Planning
  • IVR Voice Response

Learn More About How We Serve the Restaurant & Automotive Industries

Financial Services

  • Customer Care
  • Customer Education
  • Program Enrollment
  • Credit Card Qualifications
  • Sales, Cross-selling, and Upselling
  • Inbound/Outbound Voice Support
  • Chat/Email Support
  • WFM Staff Planning
  • IVR Voice Response
  • Automated Redaction
  • Interaction Feedback Survey

Learn More About How We Serve the Financial Services Industry

Energy & Utilities

  • Customer Care
  • Program Enrollment
  • Bill Payment and Support
  • Automated Redaction
  • Sales, Cross-selling, and Upselling
  • Outage/Crisis Response
  • Internal and External Knowledgebase Development and Management
  • Telephony Administration
  • Social Media Monitoring
  • Chat/Email Support
  • WFM Staff Planning
  • IVR Voice Response
  • Interaction Feedback Survey

Learn More About How We Serve the Energy & Utilities Industries

Appointment Scheduling

  • Medical Appointments
  • In-home Technical Support/ Repair Appointments
  • Product Pick-Up/ Delivery
  • Service Appointments
  • Inbound/Outbound Voice Support
  • Chat/Email Support
  • WFM Staff Planning
  • IVR Voice Response
  • Interaction Feedback Survey

Contact Center B2C Revenue Generation Services

Many of our services center around taking care of your customer and driving revenue for your business. We see revenue as protected by our customer care and technical support representatives, and generated by our sales specialist. We offer many different types of sales related services running the gamut of soft cross selling during our standard inbound customer service interactions, to highly tailored Senior Inside Sales Professionals infiltrating the marketplace and capturing sales for your brand.

We are confident that the revenue generation solution we build with you will deliver performance to enhance your sales revenue and overcome common sales challenges across multiple channels. Our revenue generation services can grow your business while also providing the additional benefit of improving the satisfaction of your customers and increasing brand loyalty.

Retail, Catalog, & E-Commerce Customer Care

  • Full sales lifecycle support
  • Pre-sales, sales, cross selling and upselling, RMA and Warranty Support
  • Specialty Order Support
  • Catalog Support
  • White-Glove Concierge and VIP customer support
  • Omni-Channel Support

B2B & B2C Sales Lifecycle Services

  • Lead Generation
  • Lead Nurturing
  • Inside Sales Outsourcing
  • Inquiry management
  • Cross selling/ upselling
  • Channel marketing
  • Database Building/ Management