iYogi, a next-generation computer support outsourcing company, reports a 95% customer satisfaction rate and 86% resolution rate audited across a random sample, representing 35% of its subscriber base. The Company, offering telephone and remote computer support services, suggested that this is the highest known industry benchmark for desktop computer support services.
”It is our intention to offer nothing less than the best technical support available on the planet, and that requires an outstanding level of customer satisfaction,” said Vishal Dhar, iYogi co-founder and President. “While there are currently no public benchmarks, we regularly conduct surveys of our customers and have been repeatedly pleased with our success. We hold these figures up as a challenge to the industry, and encourage everyone with a PC to put our claim to the test.”
These benchmarks, which were measured against parameters such as customer satisfaction, knowledge, listening, understanding, clarity and¬ communication, result from the company’s singular dedication to quality customer service and iYogi’s Digital Service Cloud technology. Digital Service Cloud is a proprietary knowledgebase that grows with each customer interaction by capturing the problem, its solution and the specifications of the computer hardware, software and corresponding peripherals. The company’s technician training program focuses extensively on the ability to listen to customers in defining their problems. Once the problem is identified, iYogi”s technicians use the Digital Service Cloud knowledge database and a personalization engine to provide a customized service.
Computer manufacturers face rising costs and customers are dissatisfied with the quality of support provided by them. This has led to the generation of a new service category, Vendor Independent Computer Support. With a new set of players, these service providers offer an opportunity to define and set new customer expectations.
According to a June 2007 study by ConsumerReports.org, independent computer support groups consistently achieve higher customer satisfaction rates than those of the manufacturer’s tech support. According to the report, “Independent services trounced all Windows PC manufacturers, who solved a measly 59 percent of problems. By contrast, independent tech support services offering in-home and phone support solved fully 93 percent of problems. Independents also had more knowledgeable staff and better phone responsiveness than computer makers.”
iYogi has thousands of satisfied customers. "A complete and utter pleasure is how I”d describe my experience," said John Moser, Director, Main Objective Ltd based in London (UK) and an iYogi subscriber. "As a non-IT person, when my PC breaks down I feel utterly useless. But Raj sensed my frustration and even though it must have taken three hours, he never gave up until the problem was fully resolved. He”s a phenomenal man in a phenomenal company. May everyone in the world owning a PC be signed up with you one day!"
Headquartered in Gurgaon, India with offices in New York, NY, iYogi provides personalized computer support for small business and home office users. iYogi offers phone support and online assistance for technologies we use every day and supports products from a wide range of vendors. Utilizing proprietary technology, Digital Service Cloud , and superior team talent, iYogi delivers higher resolution benchmarks and service levels than competing support services. For more information and a detailed list of supported technologies, visit: www.iyogi.net.
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