Customer Service Excellence
Complete customer care solutions for every business touchpoint, with specialized teams and integrated proprietary technologies.
Multichannel Customer Service
We manage all touchpoints – inbound and outbound – to support both professional users and consumers, with processes designed to Client specifications.
- Inbound/outbound phone support
- Email and ticket management
- Chat and social messaging
- Website forms and contact center
1st Level Customer Service
We interact with service users through focused diagnostics and standard procedures, to close issues early and limit service center interventions.
- Guided diagnostics
- First Call Resolution
- Service Center activation
- Structured escalation to the Company
2nd Level Customer Service & Back Office
Specialized phone support for complex issues, PEC management, automated e-commerce back office and RMA management.
- Advanced technical support (e.g., Wi-Fi configurations)
- PEC and certified communications management
- E-commerce back office (tracking, refunds, SAP)
- Automated RMA management
Set-up, Training & Playbook
Team training is curated together with Client Management, integrating playbooks, tone of voice and operational procedures to ensure consistency across all Countries.
- Structured onboarding
- Customized playbooks
- Continuous training
- Quality assurance
Quantitative & Qualitative Reporting
We produce detailed reports on volumes, channels, origin areas and user/product profiles, including request types, defects, contact history and technical interventions.
- Real-time dashboard
- Customized periodic reports
- Qualitative analysis
- KPI and SLA monitoring
Ready to improve your Customer Service?
Contact us for a free consultation and discover how we can optimize your customer care operations.
Talk to a consultant