Your customers have questions; Mural has answers. Free up your time, resources, and bandwidth by allowing our skilled technical experts to handle all of your inbound customer support, from helpdesk to Tier 2 and 3 escalation. We treat your customers like our own, with care, empathy, and great attention to detail.
Whether the cloud or SaaS offering that your customers need support with is a portfolio or bundled product that isn’t your core offering, or your existing team is scale limited, Mural’s support technicians can provide the expertise, resolution speed and focus on customer satisfaction you need to be successful. This includes directly handling inbound customer service requests, responding via outbound follow-up to issues your teams were unable to resolve and require escalation, receiving live hand-offs from existing agents for out of skill scope tickets, or simply doing what you do exceptionally well in the hours you can’t.
Our technical support services can be delivered with Mural acting as a named strategic partner or in a fully white-labeled mode, and our agents can work within the ticketing systems we bring to bear or within your existing systems as required. We make it simple to partner with Mural in a manner that allows you to create the ideal customer experience.
In all cases, we align on a set of business objectives that are customer centric first. We do not engage in relationships where our incentive is to get customers off the phone as quickly as possible, even if it means an unsatisfactory result. Rather, we look to partner with organizations who recognize that customer satisfaction can be just as critical as mean-time-to-repair (MTTR), and that Average Call Time (ACT) being a bit longer might not be a cost, but rather indicative of an engagement model that can be leveraged for growth.
As a 24/7, 365 day a year organization, you can count on Mural to be there when your customers need us. With expert technologists, a firm adherence to results-based processes and a focus on customer satisfaction, retention and ultimately growth, our Cloud & SaaS Technical Support services are shoulders above any other option.