Review of iYogi® Global Service Platform – iMantra

iYogi combines superior talent and training with its proprietary technology to deliver superior, cost-effective computer support services to individuals and small businesses. iYogi is leading the way for a new breed of service providers from India, developing a direct-to-consumer model for reaching customers worldwide. Live 24/7 support coverage extends to technologies that we use every day and is currently available to customers in United States, Australia, United Kingdom and Canada. iYogi is aggressively expanding to several new geographies across the globe. Enabling less-than-one-minute connectivity with technical specialists and with the ability to schedule a session with a preferred technician, iYogi provides the best technical support experience. iYogi focuses on each technician’s ability to listen to customers as they define their problems and then communicate an effective resolution. Once a problem is identified, iYogi Certified Technicians use the knowledge database and a personalization engine to provide a customized service. The knowledge database grows with every interaction by capturing the customer’s problem, the solution and the specifications of the computer hardware, software and any relevant peripherals involved.

As per the recent reviews, “iYogi has been Recognized Among the Fastest Growing Companies in New York City”- February 16, 2011 iYogi is the first Global Consumer Tech Support services brand from India. “We are proud to once again be honored by Lead411 for our continuing momentum in delivering innovative remote tech support services to our growing customer base of global PC users,” said Vishal Dhar, President of Marketing & Co-founder of iYogi. “In the past year, iYogi has seen a surging demand for our Annual Unlimited Subscription to tech support and increased its base of thousands of tech experts. We are eager to further this momentum while continuing to deliver the most advanced support experience for our customers.” iYogi technical services provides thousands of tech support incidents every day on a 24/7 basis to customers across multiple geographies. Its Global Delivery Platform, iMantra, is a unique model for providing remote tech support for PCs, peripherals, devices and software applications. iMantra is built to rapidly scale deployment of tech experts while offering a consistent experience through a comprehensive set of tools, a powerful knowledge base and optimized processes. This combined with technology expertise from iYogi’s tech experts, deliver unmatched support services while providing the lowest wait times and one of the highest resolution rates in the industry. As per the media reviews of iYogi done by Bloomberg UTV: “Infinite Enters Strategic Alliance with iYogi to Meet Growing Demand for its Remote Tech Support Services” Infinite Computer Solutions (India) Limited, a global provider of IT Services, Infrastructure Management Services and Intellectual Property Leveraged Solutions along with iYogi, Inc., the world’s-fastest growing provider of comprehensive remote technical support, jointly announced an agreement for iYogi to expand its on-demand global tech support with a service delivery center in Bengaluru. The three-year agreement, effective, the 19th of April 2010 with Infinite’s Infrastructure Services Group will provide technical support services on iYogi’s unique global delivery platform, iMantra. Infinite will leverage iMantra, in order to seamlessly extend support to iYogi’s customers across the US, Canada, United Kingdom, Australia and other geographies in the future. Infinite has previously had a successful track record of working with large enterprises as a services provider for Remote Infrastructure Management. This Alliance positions it to deliver support to the consumers through a partnership model with iYogi’s, which is experiencing rapid growth and success through a unique direct-to-consumer model that addresses the huge demand for superior technical support services.

In one of the press reviews of iYogi Global Platform- iMantra, “IBM Collaborates with iYogi to Power Remote Technical Support Business Growth” IBM announced that it has signed an agreement with iYogi, a leading provider of comprehensive remote technical support, to enable and support the India-based company’s accelerated growth plans for expanding service delivery capabilities across multiple geographies. As part of the five-year Managed Business Process Services agreement IBM will provide remote, voice and chat-based technical support services for PC and printers to iYogi’s growing customer base in the United States, United Kingdom, Canada and Australia. The tech experts providing these services will be deployed on iYogi’s unique global delivery platform, iMantra. iYogi is building multiple service delivery capabilities in cities across India to meet its unprecedented growth for its remote tech support services. IBM Daksh Business Process Services, a wholly owned subsidiary of IBM Corporation, will provide remote technical support services to iYogi’s customers from its Technical Services global delivery centers in the Indian cities of Gurgaon, Kolkata and Chandigarh. The agreement also marks the expansion of IBM Daksh’s Technical Services delivery capabilities, for the first time from Kolkata and Chandigarh. Significantly, this partnership also sets-up a new delivery model where an Indian company has outsourced to provide services to its US customers from India. iYogi chose IBM as its strategic partner to facilitate its continued growth after an elaborate competitive evaluation. IBM was chosen for its proven ability to deliver technical services solutions to clients in the US, UK and other key geographies, from world class delivery centers. IBM also had a strong track record of rapid and efficient ramp up ensuring clients like iYogi are positioned for growth while at the same time focused on enhancing customer satisfaction. With an expanding growing global presence, iYogi tech support provides personalized computer support for consumers and small businesses in the United States, United Kingdom, Canada and Australia. It is recognized as a leader in direct-to-consumer online subscription service delivery, with revenue, profitability and employee growth to address a global need in technical support. For rapidly expanding its base of tech experts and delivering on the highest resolution rates and customer satisfaction benchmarks in the industry, iYogi offers the unique iMantra global delivery platform. This platform, iMantra, brings a scalable architecture for seamless integration across five service delivery locations and customer touch-points. iYogi Leverages Akamai to Power its Global Online Tech Support Platform Akamai Technologies, Inc., the leader in powering video, dynamic transactions and enterprise applications online, announced that iYogi, the world’s-fastest growing provider of comprehensive direct-to-consumer and small business remote tech support, is leveraging Akamai’s Dynamic Site Accelerator solution to power iYogi’s Global Delivery Platform and help improve the speed, performance and uptime of iYogi’s online operations and customer interactions. iYogi’s Global Delivery Platform, iMantra is a unique model for the delivery of remote tech support for PCs, peripherals, devices and software applications, and is used to resolve thousands of customer inquiries and issues every day. For each customer, iMantra documents every problem, solution and relevant hardware and software specifications, while capturing the user’s demographic information and creating a customized behavioral profile. This powerful knowledge base is used by iYogi’s tech experts, who combine their technology expertise with iYogi’s comprehensive set of tools to deliver unmatched support services while providing the lowest wait times and one of the highest resolution rates in the industry. Akamai’s Dynamic Site Accelerator service is built on Akamai’s EdgePlatform – a massive network of over 61,000 servers in 70 countries, controlled by network intelligence systems that route requests, balance load and improve performance. Akamai enables enterprises to extend their websites to the Akamai EdgePlatform, thus bringing content close to end users. The result for each website is superior performance, greatly increased scalability and higher availability. Akamai’s Dynamic Site Accelerator service provides these benefits for all content types – HTML, images, dynamic content, secure content, personalized content, software and document downloads – while allowing the enterprise to retain control over how this content is deployed and handled on the Akamai EdgePlatform.

One of the iYogi reviews relates to “Personalized iYogi Computer Support Service Sets Benchmark for Customer Satisfaction” iYogi is the first Global Consumer Tech Support services brand from India., reports one of the highest customer satisfaction scores and highest resolution rate in the industry, representing 35% of its subscriber base. The company, offering telephone and remote computer support services, suggested that this is the highest known industry benchmark for desktop computer support services. These benchmarks, which were measured against parameters such as customer satisfaction, knowledge, listening, understanding, clarity and communication, result from the company’s singular dedication to quality customer service and iYogi’s iMantra technology. iMantra is a proprietary knowledge base that grows with each customer interaction by capturing the problem, its solution and the specifications of the computer hardware, software and corresponding peripherals. The company’s technician training program focuses extensively on the ability to listen to customers in defining their problems. Once the problem is identified, iYogi’s technicians use the iMantra knowledge database and a personalization engine to provide a customized service. Computer manufacturers’ face rising costs and customers are dissatisfied with the quality of support provided by them. This has led to the generation of a new service category, Vendor Independent Computer Support. With a new set of players, these service providers offer an opportunity to define and set new customer expectations. According to a June 2007 study by ConsumerReports.org, independent computer support groups consistently achieve higher customer satisfaction rates than those of the manufacturer’s tech support. According to the report, “Independent services trounced all Windows PC manufacturers, who solved a measly 59% of problems. By contrast, independent tech support services offering in-home and phone support solved fully 93% of problems. Independents also had more knowledgeable staff and better phone responsiveness than computer makers.”

Headquartered in Gurgaon, India with offices in New York, NY, iYogi can provide personalized computer support for small business and home office users. iYogi offers 24/7 phone and online assistance for technologies that we use every day and supports products from a wide range of vendors. Utilizing proprietary technology, iMantra, and superior team talent, iYogi delivers higher resolution benchmarks and service levels than competing support services. iYogi has thousands of satisfied customers. Here is one of the best iYogi customer reviews:

“A complete and utter pleasure is how I’d describe my experience,” said John Moser, Director, Main Objective Ltd based in London (UK) and an iYogi subscriber. “As a non-IT person, when my PC breaks down I feel utterly useless. But Raj sensed my frustration and even though it must have taken three hours, he never gave up until the problem was fully resolved. He’s a phenomenal man in a phenomenal company. May everyone in the world owning a PC be signed up with you one day!”

iYogi is a global on-demand services company that provides personalized computer support for consumers and small businesses in United States, United Kingdom, Canada and Australia. iYogi’s unique model, including proprietary technology iMantra and highly qualified technicians, is designed to eliminate computer-related stress and keep millions of digitally dependent consumers and small businesses always protected and productive. Only iYogi – with its proven global expertise delivery model, intelligent customer insight systems, 60-second telephone response times, easy-to-use self-help tools and automated PC optimization services – offers computer users a simple yet comprehensive path to digital serenity. iYogi has perfected the remote technical support model to overcome the current limitations of in-store, on-site, or call center services to become the fastest growing provider of support in the industry. Major resellers and technology companies are increasingly turning to iYogi to improve customer satisfaction, reduce return rates, and deliver a compelling new-value added offering to customers.