English

Help Desk
in Outsourcing

A reliable help desk service that is capable of identifying and solving problems is a fundamental tool for strengthening relationships with customers and guaranteeing constant support both before and after the sale.
Increase turnover, reduce costs and increase customer loyalty
Outsourcing your help desk benefits the work of all your employees. It allows you to take advantage of increased productivity and cost reduction.

 

WE ARE FIBER

provides fast and accurate assistance that improves your company's internal communication and benefits your relationships with customers.

The Help Desk manages and solves all customer issue requests. We Are Fiber offers first and second level assistance, depending on the complexity of the problem. 

Contact us

we-are-fiber-help-desk

The advantages
of outsourced Help Desk

1.
Improve your efficiency

Take advantage of a flexible and scalable service that responds quickly to market changes.

2.
Optimise the use of staff

By outsourcing, you can prioritise using your resources for your core business.

3.
Performance always under control

Thanks to business intelligence dashboards, all KPIs are constantly monitored

Optimise your customer service to reach your customers on all channels.

The Help Desk manages and solves all customer issue requests. We Are Fiber offers first and second level assistance, depending on the complexity of the problem. 

 

First level

The operator solves the problem or hands over the task to a team of specialists.

Second level

The specialised operator solves the problem or guides the user through the procedure.Our multilingual service provides invaluable customer care resources and is proactive with an outstanding ability to problem solve.

 

Take advantage of our Try&Buy. formula

Try our service for up to 3 months before choosing us as your partner.

Sectors

We Are Fiber supports companies in their growth path with passion, method and professionalism. We offer a vast range of services including customer care management, data entry and process management. Large or small our services are adaptable to meet the needs of any size enterprise. 

Are you ready to consider outsourcing for your company?

Our consultants are at your disposal to analyse your needs and offer you the perfect solution.

Case study

Our solution Grand Vision


Agency

GrandVision is an international optical retailer, part of the Luxottica Group. It is present in 44 countries and has more than 7,000 stores worldwide. Their E-commerce and stores offer high-quality eye-care worldwide.

Challenge

The company needed to improve the quality of its customer care service to meet all of the requests received across different channels.

Solution

The ad hoc solution created for GrandVision provides constant monitoring of the live chat and the mailbox for first and second level customer assistance.
This service includes shipping information, purchases, payments, right of withdrawal, promotions, billing, warranty, site and store. Whilst at the same time managing the warranty on damaged products, carrier communications, coupons, complaints and reviews.

2.740

Managed calls/month

4.186

Managed tickets/month

2.226

Chat e-commerce

90%

Customer Satisfaction

97%

Absorption

4

Resources

Can we
help you?

Please enter the requested information and we will prepare a quote and get in touch shortly to discuss it with you.

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