WHAT IS CUSTOMER SERVICE OUTSOURCING?
Customer service outsourcing functions like a service desk or call center. In other words, it can work as a first line of contact to either your staff or customers, all depending on your needs.
When it comes to your customers, it can work as a redirect service or function as a first line support.
What kind of business could benefit from outsourcing?
There is no clear answer, but there are many types of companies and situations can indicate that it is a good idea. Examples of types of business are: parking buildings, real estate service, or SaaS companies. As you can see it can fit for many types of businesses.
Some companies need a more technical equipped customer service, others just need a more basic knowledge customer service. Lastly, we have companies that just need a redirect service, so they can better control the flow of calls from customers.
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WHY OUTSOURCE YOUR CUSTOMER SERVICE?
The short answer is to lower the cost. By outsourcing, the company can save money and time, by not having all the salary expenses If you have an extended service agreement, then you can. You also have the benefit of having extended customer service hours, which for many companies can result in they can cover more hours cheaper than if they had to manage this in house.
Your main benefit is that your customer service becomes more flexible in hours, and staffing issues and costs will go considerably down. Furthermore, your company can focus on sales, maintenance, and other core functions of your business.
For companies in a growth status, outsourcing is extremely helpful since they don’t need to hire more staff or be overwhelmed with customer service requests and tickets.
What does it cover?
Our primary focus is to make your customers feel heard, then to try to solve their problems.
Typically the scope of solutions will be agreed beforehand, this way we know if and when a ticket needs to be escalated to the second line.
When do we escalate a case to the second line?
Your technical department, that we internally call second line, will typically be contacted by e-mail or Zendesk, when a case is out of scope. How we contact second line is typically something that is agreed upon, so it fits your business needs. So if you have another ticket system, we can accommodate that.
CUSTOMER SERVICE 24/7
Our focus has always been on the customer, and we strongly believe that many companies feel the same way. Sadly, not all companies have the possibility to be available 24/7 to their customers all year round.
With a 24/7 service you give your customers a better service by offering better availability and giving shorter ticket time.
We can provide a 24/7 in any of the following languages: Danish, English, or Polish.