Frequently asked questions (FAQ's):
Q: How do I
get started?
Ans: Once you complete sign up, we will send you a
welcome email with all the details.
Generally, for a help desk support you need to send us the following:
a) FAQ's
b) Canned responses.
c) Previously answered tickets ( If possible)
d) Product or services details.
e) Login ID and password for the help desk.
f) Escalation process and or any other related information and
instruction which you think important or necessary.
Q: When will
my account be activated and when will I be able to start sending work?
Ans: You can start sending work right away, However, in
case of a helpdesk
support we will take 2 days to understand and learn your
product or services.
Q: How many
virtual assistants you have?
Ans: We have 4 virtual assistants.
All are qualified college graduates with relevant experience in
customer support, seo (in top companies like Reliance, IBM, and eBay).
1 VA
with 2 years of experience in a web hosting customer support.
Q: Can you
provide us dedicated customer support?
Ans: Yes,
we do provide dedicated customer support. Dedicated hours are mentioned
in the package.
Q: What if I
need more dedicated hours?
Ans:
We understand as time goes, your business will grow and you will need
more support. You can upgrade your package anytime.
Q: I have
important task, but its weekend. How will you make me happy?
Ans:
No problem, if its urgent task then, its very important for us. We can
work on weekends as well.
Q: What time
should I ask our customer to wait for a response (TAT), if I outsource
my help desk to you?
Ans: Generally,
you can give them 24 hours TAT, but we respond tickets within 12 hours
(Max time) Sometimes we reply within 20 minutes (Min time).
Q: Will you
do my other work, if I dont have any ticket on that day?
Ans: Sure,
just let us know.
Q: Do you
work 24x7 ?
Ans:
No, not yet. However, we do have plans in future.
Q: How do I
contact you?
Ans:
You can contact us through helpdesk, email and Instant messenger or
skype.
Q: How come
your rates are so cheap?
Ans: The cost of living here is cheaper than USA/UK.
Q: Do you
offer only customer support services?
Ans:
No, we do also offer semi-technical support like setting up your blog,
web hosting, email, minisite, domain registration or transfer, setting
up Microsoft Hosted Exchange or Microsoft SharePoint assistance.
Q: How do I
pay?
Ans:
You can pay us through PayPal. (You do not need to have a PayPal
account to pay)
Q: How can I
be sure that the data or documents I send you will not be used or
shared by others?
Ans: Data security and your satisfaction is our top
priority. We will *NEVER*
share your data or any information. We keep your data and information
on our secured computer. Your privacy is *VERY* importance to
us.
Q: Where are
you located?
Ans:
We are located in Mumbai, India.
Any more
question???
send us an email at info (at) esupportguru.com or open a ticket on our
helpdesk.
To
your success!
Dilip
&
Tab
Expert Virtual Assistant
www.esupportguru.com
P.S. We
are going to stop taking new subscription, very soon. So
act fast before we close
the doors.
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