Anchor Point
ONKORR Inc. provides Help Desk
assistance to merchants when they experience difficulties
with their POS device. Operational inquiries are
answered quickly, enabling merchants to finalize
the sale in progress or complete their end of day.
Technical problems will be identified, resolved
or escalated.
Three options are available
to the ISO and to the merchant - Standard Help Desk,
Extended Service and Time and Materials.
Additionally, ONKORR offers a program that:
- Assists
ISO's Sales Agents when needed in over the phone
installation and implementation troubleshooting
- Provides remote terminal installation and merchant training.
Challenges
A high rate of merchant staff turnover is a major
contributor in increased calls to Help Desk. The typical
new employee will need time to learn all aspects of
the new job and as such will initiate calls to a Help
Desk as a means to solve an immediate problem. Issues
that need to be understood and dealt with are:
- Timing is crucial; a sale may be in jeopardy.
- English or French may not be the callers
primary language
- Merchant has a single communication line
supporting both the terminal and the telephone.
- A quick problem resolution is not likely
to be retained by the caller.
ONKORR supervisors and technicians are familiar with
these challenges and have the background to minimize
the disruptive influences they present.
1.
Standard Help Desk
This cost effective option continues to be the most
popular amongst ISO's and merchants, it includes the
following:
- Customer telephone support for the hardware
type deployed.
- Access to 800 number.
- 7 days, 24 hours access.
- Multi-lingual call support.
- Problem diagnostics
- Problem resolution
- RMA creation (as required)
- Device tracking
- Application download / upgrade
- Application / hardware “bug” escalation
to developer / manufacturer
- Post-call surveys and customer satisfaction
reporting.
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2.
Extended Service
Designed for merchants that require or desire to eliminate
the uncertainty of terminal, pin pad or printer failure.
This "insurance like" option includes the following:
- All of the Standard Help Desk option above.
- Use of a temporary placement terminal or
pin pad.
- Repair of faulty terminal, pin pad or
printer.
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3.
Time and Materials
ISO's or merchants selecting this option will be
charged for support as it is requested/required.
All elements of Standard Help Desk and Extended
Service are available, each will be priced separately
at the time based on the time and effort required
to resolve the problem.
