Customer Experience


At PortalandPeople, we are dedicated to providing a superior customer experience that goes beyond expectations. Our commitment to delivering excellence is reflected in every facet of our services:

1. Personalized Attention

We understand that every client is unique, and we tailor our services to match your specific needs. A comprehensive Onboarding journey with our consultancy services, we gather & streamline your requirements in order to provide a standardized SOP on the responsibilities.

2. Easy Access

Effective communication is the cornerstone of our approach. We provide omni-channels communication for customers engaging us 24×7, such as Call, email, Online, Instant Messaging, etc.

We are seen as part of an extended resource to your department. Your requests will be handled by the dedicated channels and receive a personalized greeting that assures them they’re talking to the right people. If required, your callers can dial a four-digit extension number on your internal phone system to reach our service desk agents.

3. Foreign-Language Support

We live in a multi culture world / society, where other languages are use other than English? Bahasa Melayu, Bahasa Indonesia, Mandarin, or Thai.

Depending upon the call volume, language and hours of coverage required, we will have foreign-language agents to support you, or we use an over-the-phone interpretation service. Either way, your employees and customers will their calls managed with care and efficiency in their native language.

4. Remote Control Assistance

Nothing is more satisfying than having their IT issue resolved quickly by a friendly service desk agent. One of the best ways to achieve this level of customer satisfaction is to give service desk agents permission-based remote control of the affected system/Laptop.

This service includes step-by-step voice and visual resolution of your callers’ issues. Callers see the service desk agent controlling their mouse and keyboard, and your employees or customer can regain full control of their PC at any time.

5. Timely Response

We recognize the importance of addressing any inquiries promptly to deliver the expected SLA. We commit to providing timely responses and solutions to keep your operations running smoothly. With our streamlined workflow, every tickets will be attending and addressed within the shortest possible duration.


6. Client Satisfaction

Customer satisfaction is the measure of our success. The most important factors are to constantly know how are we performing, are your internal and external customers satisfied with the level of service? We will provide key performance indicators reports for you, using a set of customable tools like automated surveys, direct customer interactions, and focus group meetings.

We will formalize these outcomes and provide the results each month and present them to you in a Customer Useability and Satisfaction Report.

7. Service Reporting

Service reporting is part of the standard deliverables which will be provided monthly. It provides an overview of how PortalandPeople are performing in terms of the number of tickets managed, resolved, and escalated, which channels and sources, service desk productivity and many more.

8. Self Help Knowledge Base & Onsite Support

We understand that every client has unique preferences and requirements when it comes to support. On top of Service Desk escalation & Remote Control Assistance, PortalandPeople also Empower users with the ability to resolve issues independently via our comprehensive self-service knowledge base contains a wealth of resources, guides, and step-by-step. Whether it’s a quick question or a minor issue, our knowledge base is your go-to source for quick solutions.

In cases where issues cannot be resolved remotely or require physical intervention, our onsite support team is ready to assist. Our skilled technicians will visit your location promptly to assess the situation and provide hands-on troubleshooting. This option is especially valuable for complex problems that demand immediate attention.

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