Customer Care Solutions
From product and warranty support to order management, our flexible help desk staff can
be trained to meet your company's unique needs.
Quest is certified in the following quality standards:
ISO 9001:2015,
ISO 14001:2015
ANSI.ESD-S20.20-2021
A customer's experience is paramount to the success of a brand. While value, features, and functionality are significant factors in commercializing your product, one of the main drivers of true brand loyalty is the customer service experience. From evaluations to ordering, installation to training, and finally, customer and technical service, it is essential for Original Equipment Manufacturers (OEMs) to provide the highest tier of end-to-end support to ensure brand resiliency.
Partnering with Quest allows an OEM to incorporate Service Excellence into its Customer Care process, by leveraging Quest’s flexible staff. This includes phone support specialists who utilize the latest tools and technology, providing a turnkey customer care experience without the need to invest in capital equipment, personnel, and other related costs. Quest offers a "white-labeled" solution that provides OEMs full brand control throughout the customer care experience.
Quest’s Customer Care Solutions Include:
Call Center Services & Support
Are your current help desk employees overwhelmed? Do highly trained technicians answer end-user phone calls? If so, should resources and expertise be allocated elsewhere?
Quest’s flexible help desk staff can be trained by our OEM partners to meet unique needs from technical and warranty support to order management.
Quest has the skills and experience to augment, replace, and enhance call center service and support with its allocated staff. With any quality product, customers expect the highest Tier of support — and Quest can deliver it. By outsourcing customer service calls to a partner like Quest, a company can re-focus its time and core business resources on product innovation and enhancing customer experience.
Responsive, attentive customer support not only results the first-call resolutions but ensures brand advocates for life. Whether an end-user customer has a technical question, a warranty inquiry, or requires more in-depth training on products, Quest's support agents are thoroughly trained to act on behalf of the OEM.
Typical Call Center Services Include:
Digital S.O.S.
Do customers only have one way to engage in getting support? Are in-house support teams overwhelmed with requests? Is the phone queue jammed with calls? A Digital S.O.S. strategy from Quest can streamline support engagement.
Digital S.O.S. is a unique way to offer a simple, accessible communication channel for customers to engage with customer support teams. This new custom-branded, lightweight software agent is loaded directly onto a customer’s workstation and used for a wide range of services, as simple as a general Instruction for Use (IFU) inquiry to Tier 2 technical support.
Implementation of a Digital S.O.S. solution provides customers with a streamlined easily accessible way to:
A Digital S.O.S. strategy gives customers a unique and rapid, real-time customer experience that delivers Best-in-class service.
IT Connectivity and Performance Monitoring
Connectivity and data are becoming ubiquitous in modern-day devices. While manufactured devices have a specific purpose and function for markets served, there is a heavy interdependency on software applications and connectivity to ensure devices are operating optimally within their "Ecosystem."
While many devices have an Internet of Things (IoT) component that transmits diagnostic data to remote care experts in real time, this IoT data may not provide visibility into the Ecosystems in which it resides. IoT data is only one piece of the equation.
In many instances, OEM devices are controlled by applications and technology functioning through a Human Machine Interface (HMI) element. Failures within the HMIs consist of 3rd party hardware and software solutions, which typically go undetected given the lack of tools developed by manufacturers including:
Hardware
Software
In many cases, degradation in the HMI's can become a single point of failure with a solution's overall health.
Quest's Connectivity and Performance Monitoring solutions are easily installed on a system running critical applications and monitor software applications, dependent services (databases, webservers, core processes), hardware performance metrics, and IT connectivity elements that may be outside the purview of the OEM’s team. The solution ensures that the Ecosystem a device is connected to is performing optimally.
Quest's Connectivity and Performance monitoring accomplish the following:
Implementation of the IT connectivity and performance monitoring solution within a Customer Care strategy ensures visibility into a global install base’s health. It enables a proactive response to critical issues within a customer's environment, ensuring maximum uptime.
Remote Merged Reality Training and Support
Are your field and technical support resources working overtime or spread thin? Is it difficult for customers to provide better visuals of their support challenges? If so, OEMs need to investigate how they provide technical support in the field.
Quest utilized Merged Reality Live Stream Support services, which takes technical field support to the next level. Live Stream support provides customers or field service technicians with access to remote Tier 2 support agents equipped with the latest virtual streaming technology. This real-time solution creates an immersive "remote" troubleshooting session, allowing for a quick and efficient way to solve issues that arise in the field with limited expertise.
Live Stream Support presents an intuitive and efficient approach to troubleshooting and resolving support issues without deploying field technicians on-site. When travel restrictions are in place or time is of the essence, this solution is ideal to visually see the customers' systems and on-site guide personnel through corrective actions to get the system up and running again.
Why Choose Quest?
Cloud-based Technology — Quest has multiple communication channels available, including inbound and outbound voice, email, and webchat.
Flexible & Scalable – Quest's agile infrastructure provides optimal flexibility to scale up or down as your call center demand fluctuates.
Detailed analytics — Quest provides critical analytics, including the total number of calls received, average on-call time, total on-call time, and call distribution. These metrics give a better understanding of call volumes at specific periods of the day so you can scale appropriately.
Quality – Quest maintains a strict adherence to several quality standards, including: ISO 9001:2015, ISO 13485:2016, ISO 14001:2015, ISO 27001:2022 and ANSI ESD S20.20-2014.
Since 1982, Quest International has delivered the highest standards of quality in our services, products, and solutions. Our commitment is backed by continuous improvement through education, training, teamwork, and innovation, and demonstrated by internationally-recognized quality certifications:
Quest USA