business today your company will be measured by the quality of your
customers’ interactions. Sonoma works closely with its
clients to ensure a consistent and positive customer experiences
that combines your brand values with our expertise and technology.
“The Customer Experience
Sonoma has invested in a secure, CRM and Trouble
Ticketing System to manage the entire contact experience.
Our comprehensive support system allows each client to interact
with operational data via a web-based interface. We can customize
our services to meet your specific requirements, whether you need
us to manage your entire help-desk operation or
provide back up after hours. Our objective
is to augment your existing customer service objectives.
Using our Help Desk, your customers will have access to multilingual
help 24/7. Staffed with the highest-quality technical support analysts,
our Help Desk ensures that every interaction builds you and your
customers' confidence and loyalty.
"One call, one consultant”
Multi-Channel Help Resolution: Our help
desk blends support via phone, email, and online chat -- all of which
are captured so you have access to a complete online history of each
• Phone Support - our sophisticated phone technology
allows us to prioritize and route calls to customer service specialists
who can ensure calls are answered within a pre-determined time and
with a high level of first-call resolution.
• Email Support - all email addresses and content are private-labeled
according to your brand and business requirements.
• Online Chat - provides support via text-based interactive chat sessions
with our help desk consultants.
Multilingual Assistance: We can provide support in English, French