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CIO Review >> Magazine >> March - 2015 issue

SupportBuddy: Providing diverse

Technical Assistance ranging from
Software applications to Hardware
Products
By Bharadwaj Sharma

System or network downtime usually leads

to surge in overhead costs, declined
productivity, increase in customer attrition
and even loss of annual revenue of
enterprises. With ever changing technology,
it has become essential for enterprises to
upgrade and optimize the Technical Support
service for hassle free functioning of computer systems in a company.
California headquartered SupportBuddy is one of tech support firms that
offers on ground technical support servicesto almost all top third party
brands of computers, mobile devices, anti-virus software tools and webbrowsers. The service by SupportBuddy also includes assistance for
repairing printers of all popular brands, peripherals and other software
applications including Macintosh.
However, the company provides technical support majorly through three
different communication channels phone, email, and chat.
SupportBuddy hires only certified and experienced technicians to deliver
the quality support to its clients. Currently, it has about 500 employees
distributed in different departments. The comprehensive suite of services
provided are indeed premium in nature and extraordinary as technicians
leave no stone unturned in resolving the troublesome technological issues,
says Amitoz Singh, CEO of SupportBuddy who founded the company in
2011.SupportBuddy aims at rendering out-of-box reliable service directly to
consumers and small businesses across major tech-savvy countries.
Leveraging Proprietary Buddy App
SupportBuddys proprietary application called Buddy App has been
designed to render numerous functionalities at one touch that provides a
unique and enhanced platform for resolving technical issues without
failure. Customers also have the liberty to opt from various channels for
communication through Push to talk service for live help, Service Centre
for availing technical assistance, Social Connect and Emailing option to
connect with other IT vendors across the globe. This facility bridges the gap
between users and electronic devices at a simple click of a button.
Furthermore, as the technicians are equipped with unique skills, they
ensure complete user satisfaction in terms of any technical glitches.
Microsoft certified technicians are the keys for leveraging unmatched apt
technical service to different verticals and gateway to our success,
saysAshishKhanna, President- Marketing at SupportBuddy.
Assisting Corporate and Individual clients

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SupportBuddy helped UK based medium-sized enterprise to encounter

troublesome issues of multiple systems of office in speculated time limit.
Several departments of the company such as production, sales and
marketing faced similar concerns. The employees reported their manager
regarding issues in browsers and errors in emails pop up. Additionally, the
systems didnt recognize anti-virus software application. The computers
and ant-virus software implemented by the company comprised of
different brands. With an aim to provide top class technical assistance,

Business Process Transformation by

Technology Enabled Systems
Arindam Sarma, Dy. General Manager - IT
(CIO), Albert David Limited

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SupportBuddy team rectified each system individually to identify a

particular problem in limited time period of maximum a day. Following
the identification of errors, technical issues were diagnosed and recovery
steps were executed by the technicians. Hence employees and HODs of the
company were satisfied by the time bound apt service by SupportBuddy. I
am indeed overwhelmed by the quick response and apt delivery of service
that technicians of SupportBuddy showed. I would like to have long
association with the Company, said Nancy Johnson, Operations Head at
D Link Corporation.
Similarly, Support Buddy assisted a programmer from NYC pertaining to
technical glitches on personal laptop. The system used to get close
automatically with an error message on the screen and then got started
again. The chief motive of the technicians at Support Buddy was to get the
issue resolved as soon as possible without endangering the stored data and
other professional software tools installed in clients laptop. It was identified
that the error was due to non- up gradation of antivirus software.
Following the up-gradation of antivirus, the laptop started working fine.
Going beyond Remote Technical Assistance
Along with online support, SupportBuddy ensures to provide all possible
solutions pertaining to technical assistance to various verticals and
individuals across the globe. When it comes to technical support, there are
a lot of competitors in the market who are only on remote support,
however we are one stop shop for all hardware and software solution,
explains Amitoz.
BBB accredited and D&B verified business firm SupportBuddy aims to
target UAE market in the coming years and strengthen its existing services
across United States, Canada, United Kingdom, Australia and New
Zealand. The company has around 2,000 certified technicians who
respond to over 10,000 calls a day and have addressed over millions of
technical issues and are determined to continue the same in future,
concludes Amitoz.
Testimonial
My Laptop was locked by a virus just before sending the reports to my
boss. Then, I remembered the assistance from SupportBuddy I had taken
last time and called them up. As expected the technicians resolved the issue
by upgrading the antivirus that had expired within 30 minutes and my
days work was finally saved, said Angelia Mathews, CEO of Linksys
Consulting.

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