What Tech Support Services Means to OEMs and BPOs

OEMs and BPOs – these are just some of the acronyms closely related to tech support services. OEM is short for Original Equipment Manufacturer which refers to companies that repackage and resell products or components under the company’s name and branding, whilst BPO stands for Business Process Outsourcing which is a practice of contracting a third-party to perform specialized functions in behalf of their clients. These two are both dealing with the modern day approach of helping people understand technology. More often than not, these industries are constantly exposed to latest IT products and processes. They offer knowledgeable support with high quality and cost effective technical solutions.

Companies have OEM partners and products are sold at a cheaper price because it is sold in a much larger volume. It has the same features as the retail versions but may have different service contract and also the user guide for installation and bundled software may not be included. Due to this fact, they needed to offer tech support services for some customers who needed one. Some have their own support and some turn to BPO for help in providing technical assistance to their customers.

OEM or not, these companies need all the help they can get to provide technical support to their customers and that is why tech support services is big on all BPO companies. The recruitment process is very thorough and also technical (meaning, they hire people that have technical expertise) to make sure they provide exceptional service to the company’s customers. Their expert employees attend regular technical training classes to make certain that they understand the product and how to troubleshoot it and remain informed on the products. Most BPOs are equipped with the latest BPO technology and provides technical support through multifarious user interface by means of voice, web, chat or email. Most of their services scopes are software usage, installation support, applications and desktop queries, troubleshooting assistance, product related information, and connectivity related problems.

Tech support services have now become essential part of enterprises as it boosts their productivity as well as trim down their operational expense to increase returns. As a result of employee productivity, customer satisfaction also increases and therefore continues its relationship with each as they achieve their common business goals. These companies are providing such service to their loyal customers to devise, develop and implement specific technical solutions that welcomes customer to a long-term and successful relationship.