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Technical & Customer Support

OverDrive leverages its experience and best practices to ensure the best possible experience is delivered on a 24/7 basis in B2B, B2C, B2E and Non-Profit environments in most major languages.

We provide specific services and product maintenance that will keep your business functioning well above your expectations. Our global footprint and peerless commitment to client success makes us your partner of choice.

The OverDrive staff ensures that customer experience is superior through advanced tech support IP and methodologies, utilizing the best engineers and technical professionals to solve end-user issues.

We are one of the world’s expert contact center interaction specialists. We offer a comprehensive array of customer service and technical support solutions. In short, we help companies maximize performance with support customized to fit our clients’ business requirements – especially as it relates to the sale and support of your products and services – OverDrive can help keep your business running smoothly and your customers happy.

Market Research Survey Creation & Analysis

  • We deliver our services in a number of languages across an array of channels.

  • OverDrive coordinates and manages the processes for corrective action as needed and the capture and replication of best practices.

  • We provide customers with top of the line installation and technical and service support for numerous products from hardware, software and networking, support for applications, database management, and most all operating systems and programming environments.

  • We offer rapid, effective support to clients for the installation, operation and maintenance of networks and configuration of firewalls.

  • And equally important to our clients are the non-technical customer support services which cover a variety of activities from general customer support to more specialized areas such as Credit Repair, Billing and Collections, and other areas, several of which are illuminated in other sections here.

  • OverDrive supports a full range of products including office and home automation, hardware, peripherals, software and networking as well as company-specific professional applications.

  • Electronic banking, including point-of-sale terminals and cash register support as well as payment processing.

  • Server and network support covering network scoping, diagnostics, repairs, updates, and more.

  • Telecommunications providing live voice, chat and email contact channels, specialized technologies and more.

We have a skilled staff ready to assist our clients on multiple levels.

Level 1

  • Solutions to standard problems through proven processes

Level 2

  • Addressing more complex problems through guidance by telephone, problem resolution by remote control access or onsite repair

Level 3

  • High level support for atypical and critical cases form simple all the way through break-fix.

Support Services Offered

OverDrive is a private, partner-owned 21 year old business. Doing the right things the right way is more important to us than the speed with which we add new clients. We are veterans in customer service and technical support environments and familiar with the technology that customers use. We have handled virtually every kind of technical support interaction for a wide variety of companies of all sizes. We have been ranked consistently very high by our customers as a support partner. This is in large part due to OverDrive’s fine staff, their resourcefulness, the OverDrive IP and our ingenuity in solving complex issues for your customers.

Do the Right Things the Right Way

Why OverDrive Services

All OverDrive teams are trained to uncover cross-sell and up-selling opportunities for consistent and quantifiable revenue generation. We promote management escalation and predictive customer satisfaction modeling. Partnering with us guarantees a boost in all customer relations, business reputation, and positive impacts on revenue.

Positive Impacts on Revenue

Revenue Generation

Our Family Matters

The key to OverDrive’s success has been its ability to recruit and retain top talent over long periods of time. Unlike so many support staffs with high turnover, the turnover of our staff is less than 10% annually, and that is due to family emergencies or illnesses.

Talented people wait in line to be on our teams knowing something of our faith and family-oriented culture, upward opportunities and some of the great clients we serve. Our people are also carefully screened and tested in advance of being assigned to your account. They often have worked on other OverDrive accounts or are known by our senior staff as top performers. This gives us the opportunity to know in advance their capabilities and personal style before putting them into a client engagement.

Discuss the competitive edge we can create for your company.

We recruit known top performing people, work with them closely and place them where they will be the most successful and happiest. This explains the great loyalty our folks have to OverDrive, the lack of turnover in the staff and the longevity of our Client engagements as well.

For your company to perform optimally, customer intimacy must be maintained. This is made possible through the careful management and rapid resolution of customer issues.

OverDrive maintains a growing, world class team of technical and non-technical support specialists who provide expert assistance quickly and that are tailored to your customers’ needs for Customer and Technical Support Services.

About Us

OverDrive Services is the Premier Virtual Assistant Division of the International Sales and Services firm, Sales OverDrive, founded in 1997.

Contact Us

Ready to discuss specifics and the competitive advantage we can create for your company? Let us know your availability, and we'll get right back to you.

Careers

Our team is always growing, and we're continually on the lookout for fresh talent. Contact us to inquire and learn more about our career opportunities.

© 2020 OverDrive Services. All rights reserved.
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