Help Desk Services

Tangoe's CommCare Help Desk Services solves the enterprise challenges of supporting a mobile connected workforce with the industry's most extensive domain expertise, technology, and experienced help desk personnel. Tangoe offers three help desk solutions:

• Utilizing the industry's most comprehensive knowledgebase of devices, applications, services, rate plans, and carrier data, custom enterprise profiles are created for each client featuring exact devices, services, and carriers. This ensures that help desk inquiries are resolved efficiently and effectively. Weekly and monthly call volume/type reports are provided.
• End-user support is available 24/7 or from 7:00 a.m. to 7:00 p.m. (Central time), 5 days-a-week depending on corporate needs.

Assisted Help Desk

• Provides toll-free and email support for end-user questions and is tailored to specific client requirements. Monthly call metrics are provided.
• Support service is available from 7:00 a.m. to 7:00 p.m. (Central time) M-F, excluding company holidays.

Help Desk Enablement

• Provides content to enable a client's existing IT help desk to support wireless questions, including content on: 
  • User guide
  • FAQ
  • Warranties
  • Device specs
  • Device features
  • Carrier domestic support numbers
  • Carrier international support lines

An e-trouble ticket process is established to allow electronic submission to carriers providing technical support, trouble resolution, and escalation of technical issues. Existing customer relationship management (CRM) software system/process can be integrated to ensure a single integrated process within the enterprise.