FAQ

Customer Service

How does it work?

24 hours a day, 7 days a week we are here to attend to your customers.  We will train and take all the necessary steps to know your product as well as your in house staff.  We integrate into your current IVR or create our own with the goal of becoming a part of your company, not just an outsourced service.

How many rings before your answer?

Calls are often pick up on the first ring.

Activation time?

Average activation time for Customer Service is 1-5 days.

How long does training usually take?

Depending on the complexity of the account but usually 1-2 weeks.

Do I need any equipment?

All you need is call forwarding service provide by your local telephone or your cell phone provider

How much control do I have?

Total control. Everything from how we answer your calls to how we manage your messages.  We will work together and integrate into your existing team with the goal of providing optimum support for the customer.

What if a customer e-mails support, how will they know your agent works for us?

Part of the initial set up is all agents working on your account will need an internal email address and signature giving the customer the feeling they are being dealt with in house.

Do you offer Live Chat?

Yes.  We offer full service, 24/7 Live Chat Services.

How Does Live Chat work?

We can provide the service where all you need to do is add our Live Chat button to your website or we can connect to your existing Live Chat software.

Order processing? Appointment setting? Bilingual operators?

Yes. All covered through our advanced call center package.

How does your billing system work?

We bill 24 times a year. All incoming and outgoing call activity is billed. A 10% late fee is applied to all balances that are 15 days past due. Accounts 45 days past due are shut off for nonpayment.

What is Pay Per Minute Billing?

Pay Per Minute billing is the way SCS bills our Customer Support Customers.  We bill in 6 second increments with a 30 second minimum per call.

Answering Service

How does it work?

We assign your business a phone number. Forward you call to our services when you want us to manage your calls.

How many rings before your answer?

Calls are often pick up on the first ring.

Activation time?

Average activation time is less than 24 hours.

Any long contracts after the trial?

All contracts are on month-on-month terms.

Do I need any equipment?

All you need is call forwarding service provide by your local telephone or your cell phone provider

How much control do I have?

Total control. Everything from how we answer your calls to how we manage your messages.

How do I get my messages?

Multiple options to choose from.

Can I change my messaging information?

Yes. Call, e-mail, or fax your customers service representatives with any changes at any time.

Order processing? Appointment setting? Bilingual operators?

Yes. All covered through our advanced call center package.

How does your billing system work?

We bill 24 times a year. All incoming and outgoing call activity is billed. A 10% late fee is applied to all balances that are 15 days past due. Accounts 45 days past due are shut off for nonpayment.

WHEN DOES MY TWO WEEK TRIAL BEGIN?

When you first forward your phones.

What Services does the Free Trial Cover?

The 2 Week Free Trial ONLY covers Answering Service Solution

What are the benefits of paying per minute?

Paying per minute ensures the client they are only paying for the minutes that the customer service agent is actually on the phone.  Eliminating paying for downtime and off peak hours.

SMS

How does it work?

Our advanced SMS Platform gives our clients an efficient way to create new customers as well as maintain and target their existing customers using our easy to use web based platform.

Can I implement into my existing POS or CRM Software?

Yes.  Integration with our platform is extremely simple.

Activation time?

Immediate

Is there a monthly fee?

Depending on the SMS program you choose there can be a small monthly fee.

Do I need any equipment?

No.  All you need is a computer with access to the internet.

How much control do I have?

Total control. You will be given your own username and password using the platform when and how you see fit.

Do you offer Customer Support or troubleshooting?

Yes.  As with all SCS Products we offer 24/7 Customer Support.

How does your billing system work?

Depending on the package you choose you will be set up on Auto Pay using a Credit/Debit Card or purchase bulk SMS in advance.

Do I have to use my SMS Messages in any certain time frame?

No.  Your SMS messages you purchase never expire.  You can use them when you need or see fit.

What are the benefits of using SMS?

Mobile phone usage is increasing globally everyday and SMS get pushed right to your customer whether they are home, on the go or unavailable increasing the chance of your particular message being read.