Customer care

Taking care of your business

Concentrate on your core business while an external team takes care of your customers with an enhanced service. Hiring a customer service outsourcing is a great opportunity to get an effective service with a low investment.

We can cover any channel your customers may use, from Instant Messaging apps to freephone numbers, on a 24/7 basis, always ensuring our operators understand your values and deliver consistent messages.

  • Multilingual staff

    Our HR department commits to only hire B2 to C1 level resources and applies an internal training programme to improve language skills.

  • 24/7 service

    We offer a flexible team to help your customers all over the world, at any time of the day.

  • Flexibility

    Define flexible work shifts according to your needs and time/location of your customer base.

  • Support for internationalisation

    We work across different cultures and can support your expansion into foreign markets.

Help Desk

Support your customers with a reliable troubleshooting service that detects the problem and guides users through the solution. Our Help Desk connects your business to your audiences, providing them with a continuous support throughout their purchasing journey.

First level
The operator answers your users' questions or directs them to the technical support.

Second level
The operator can handle more complicated issues and guides users towards the solution.

Metrics tracked

  • Response time
  • AHT (call duration)
  • Customer Satisfaction
  • Quality Control

Softwares used

  • ZenDesk
  • UniSys
  • Live Person
  • Helpscout

Case study

Our solution for Brico Bravo

  • Help Desk
  • Customer care
  • Translation

We provided inbound phone assistance for the Italian DIY retailer Brico Bravo, related to product information, orders, general enquiries and email ticket management.

Brico Bravo also hired us for the translation of their website and product sheets for the European market.

  • 8 full time equivalent
  • 2.4k phone calls/month
  • 1.8k email ticket/month
  • 2.7k pages translated/month
  • 2 languages
  • monthly reporting

Customer Service

Our customer service is about the management, support and assistance of your customers' phone calls. We provide a fast, high-quality service that can be tailored to your customers' needs.

Our customer service can be offered both via a freephone number and national phone numbers.

Metrics tracked

  • Response Time
  • AHT (call duration)
  • Customer Satisfaction
  • Quality Control

Softwares used

  • ZenDesk
  • UniSys
  • Live Person
  • Helpscout

Ticket Management

Ticket Management is a troubleshooting service that handles enquiries sent by users via email, chat, instant messaging or sent via website form.

Ticketing helps companies track users' requests and issues, all managed by an operator who can handle complex issues, replies to enquiries and directs tickets to other teams, when necessary.

Metrics tracked

  • Resolution Time
  • Sorting Management
  • Customer satisfaction

Technologies supported

  • ZenDesk
  • OTRS
  • Jira
  • ClickDesk
  • Freshdesk
  • Remedy
  • Vtiger
  • Redmine

Approach

Building trusttogether

Try and Buy

You can test our services for up to two months before starting a partnership with us.

Quality Control

We control the correct execution of all tasks and the accuracy of the information provided to your customers, even on smaller teams: groups over 5 members are supervised by a Team Leader to monitor the performance of your outsourced team.

Reporting

Each campaign is monitored and tracked to provide you with the most accurate reports.

Nearshore

Training and monitoring of the resources are much easier as we are just one hour ahead GMT timezone.

See our approach

Social Instant Messaging

Help your customers with real-time assistance on the channels they use the most. Our operators will monitor, control and reply to your users on the main social networks and IM apps.

Our outsourced Instant Messaging service allows for a flexible management of resources and investments, even for smaller companies and start-ups.

Metrics tracked

  • Number of Chats Managed per Operator
  • Response Time
  • Customer Satisfaction
  • Chat Duration

Technologies supported

  • Chat onsite
  • Facebook Messenger
  • WhatsApp
  • Telegram
  • WeChat
  • Kakao
  • Instagram
  • Twitter

Booking Office

Our booking office service allows for an effective and multilingual management of estimates and bookings in the Tourism industry (e.g.: trips, hotels, etc.)

This service is designed to enhance and accelerate the management of booking requests or if your activity level does not require hiring regular staff.

Metrics tracked

  • Conversion rate
  • Contract Duration
  • Number of Contacts Managed

Softwares used

  • Client's App

Case study

Our solution for Vodafone

  • Customer care
  • Back Office
  • CRM
  • Telemarketing
  • Inbound Sales

We managed inbound calls from users looking for technical assistance** and an outbound campaign to further promote the brand and its services. Vodafone also hired us for **record management, invoicing and CRM activities, such as customer data entry and customer database update.

  • 40 full time equivalent
  • 45 workstations
  • 4k worked hours/month

How can we help you?

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