Phone

Telephone support is typically as a traditional support offering by EIS. Our telephone support provides the most significant “human-element” into the support experience, as our Service Desk Staff and customers are able to have a natural conversation, making it easier for the Service Desk Staff to read the emotions of the customer and reduce miscommunications.

Less tech-savvy individuals may also opt to call EIS for support representative to avoid the trouble of having to navigate through our support portal online

Live Chat

Live chat support is becoming a much more commonly used in recent years on our EIS website. In fact, our live chat support channel boasts a 73% customer satisfaction level, higher than any other medium. Some of the benefits that our customers experience when using chat support are related to the timely manner in which they receive support, as well as their ability to multi-task while receiving the support.

Our live chat chat allows image uploads, making communication much easier as sharing screenshots can help our Service Desk Staff to diagnose and solve a problem.

Email

While live chat support and phone support make it easy for customers to converse back and forth with our Service Desk in real-time, email support is a comparatively delayed medium of communication for non-critical issues.

Our email support is tightly integrated into our ticketing system for to ensure timely response and accountability.

Our email support is tightly integrated into our ticketing system for to ensure timely response and accountability.

Social Media

Social networks like Facebook and remains an important medium where many of our customers likely reside.

Our customers can request support and open support with EIS via social media channel as well.

Video-Assisted

Easily the most cutting-edge support channel of EIS, our video-assisted support is an exciting, innovative support channel that allows Service Desk to tap into the live video feed from a customer’s mobile device camera to provide them with remote support.

Our customers see great value in this support channel, as showing an agent a problem can be much easier than trying to communicate the same problem over the phone or live chat.

Self-Service

While the previous support alternatives have all involved the traditional model of our Service Desk helping our customers, at EIS we recognize that many of our customers place a high value on self-service resources.

Some of our self-service resources include knowledge bases, FAQs, customer community platforms, and automated tech support tools. Why exactly our customers are so attracted to self-service offerings?

• Efficiency: Our self-service resources help customers quickly diagnose and solve their issue without having to wait to speak to our Service Desk.
• Satisfaction: Our customers enjoy the satisfaction of fixing their own problems without having to ask others for help.
• Education: Our knowledge bases will not only help solve a specific issue for customer, it provides them with more insight and knowledge on a topic that could be of benefit to them in the future.