EDO Provides Help Desk
Outsourcing and Support Services for Software Publishers
Custom Technical Support Solutions
EDO provides customized help desk support solutions that enable software publishers to:
- Improve profits through efficient utilization of their assets.
- Expand their business without increasing support overhead.
- Reduce their software support costs.
- Improve and expand software support for their customers.
- Reduce the support workload of their software development personnel.
Help Desk Services Include
EDO's Software Publisher and Vendor support services include:
- Seamless support integration using specific custom greetings to reinforce branding.
- Dedicated toll-free phone support for customers.
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- Help Desk support via phone, eServices, E-mail, and Fax.
- Flexible support hours to meet software publisher needs: overflow, after hours, and 7 X 24 X 365.
- A support team trained on the software publisher's application/utility.
- Escalation to 2nd and 3rd tier support and when necessary to the software publisher's development/support staff.
- Providing inputs to software publisher regarding documentation and bugs.
- Development of FAQs and knowledge bases.
- Product fulfillment, upgrades, and RMAs
- Convert software publisher documentation to online format and CD formats
- Software testing, emulation, and engineering support
- Disaster recovery and contingency planning support
- Customer satisfaction surveys: phone, online, e-mail
- Teaming with performance penalties and incentives
- Custom Help Desk Support Reports
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