We provide a full range of multilingual customer support functions, responding to ticket inquiries, emails or chat messages, configuration or product issues, managing appointments, identity and access, taking orders, running surveys and marketing research.
Integrating with existing teams or operating as standalone support teams, our vetted support professionals are English-proficient or bilingual.
Offering ready-to-deploy end-to-end solutions using state of the art support tools, providing flexibility around integrating with existing infrastructure and supporting multiple channels including chat, email, phone support and social media.
Providing extensive knowledge in the support industry guarantees a high level of standardization, up-to-date processes and technologies.
Helping you grow as your support needs increase–handling selection, hiring and training internally–providing technology solutions that can scale with the team.
Research specific support needs for your team, including use cases, requirements, KPI’s, existing infrastructure, tools and channels for support.
Determine the best possible support structure for your business needs, and align critical support frameworks.
Manage selection, vetting, hiring, onboarding and training and scaling of teams.
Monitor performance on all levels: quality assurance, performance tracking, key performance Indicators and continuous process improvements.
Provide insight into business and support operations, with powerful in-depth support analytics, regular updates and extensive, transparent reporting.
The fastest growing seed-to-sale and cannabis retail software provider in the US
Our client required tier 1 support for a fully integrated, cloud POS solution in a cutting-edge SaaS environment.
We provided all day-to-day support of dispensary operations and worked closely with onshore development team on issue tracking and reporting.
An insurance company based in Ohio, engaging 3,600 independent agents to offer home, auto, life, and business insurance
We developed an ITIL-compliant SPOC helpdesk for all incident and problem resolution, as well as an end-to-end call management system between end-users and local IT support.
Solution & Technologies
We identified all support requirements and implemented an ITSM solution from scratch, while integrating with existing onshore support processes. We deployed a core team of six agents and took over operations in one day with no impact to the client.