Outsourcing your customer service or other customer care services is a strategic decision that must be carefully weighed. When implemented correctly, it can offer substantial advantages for your company and its growth.
- Cost Reduction
Reduce personnel costs and save on investments in technology and infrastructure.
- Flexibility
Take advantage of a scalable service that adapts to your business needs.
- Constant Availability
Our 24/7-service ensures that your customers receive support at any time.
- Professional Support
Our well-trained team delivers a service that is perfectly aligned with your brand and specific requirements.
Efficient and smooth processing of order requests by an experienced customer service team increases revenue over the long term and strengthens customer loyalty. We ensure every request is handled with the utmost care and respect. Thanks to our multilingual support in German, English, French, and Italian, we enable effective customer communication—even in international markets.
Our Order Service includes:
- Taking and processing orders
- Efficient resolution of complaints (complaint management)
- Providing personal support for your customers regarding questions or change requests
- Helping your customers with technical problems, such as using online portals or products
- Professional handling of revocations and special cases
- Flexible adaptation to new guidelines and processes so as to meet your company’s requirements
Reaching the goal without detours—this is the great promise of modern technology and smart software. Nevertheless, both customers and staff often face usage issues. Technical challenges tend to be time-critical and demand rapid solutions. Our tiered support offers you comprehensive assistance.
Helpdesk Service:
We are the first point of contact for general and technical enquiries:
- Guidance on using products or software
- Help with login problems or settings
- Clarification of general questions on your range of products
First-Level-Support:
Direct troubleshooting, for example:
- Handling technical enquiries regarding software and hardware
- Providing assistance with complaints and claims
- 24/7-support for your customers
Second-Level-Support:
If an issue is more complex, we escalate:
- Transfer to your in-house experts or IT specialists
- Arranging callbacks in urgent cases
- Every customer interaction is handled with specially created conversation guides tailored to your company
Many businesses already demonstrate best practice by offering a 24/7-service for customer care. Yet not every sector can guarantee the necessary in-house personnel resources and know-how.
Our on-call duty (24 hours a day, 7 days a week) enables your company to remain accessible to customers at all times—even outside standard business hours.
Your Advantages:
- Flexibility: availability at weekends, on public holidays, and during peak times
- Efficiency: relieving your internal teams through our specialised service
- Scalability: customised solutions that grow with your needs
Many companies trust in our ability to act reliably and professionally even in critical times.
An information hotline helps foster customer loyalty—the first impression counts. That’s why knowledgeable and friendly customer service is crucial right from the initial contact and forms the basis for long-term customer retention.
Services:
- Providing information on products, services, and promotions
- Offering assistance with specific questions or special concerns
- Well-thought-out language menus that efficiently route customer queries
With our multilingual team, we promote transparency and trust and, if requested, can provide a 24/7-service in all languages.
Beyond rational facts, complaints and grievances are often laden with emotion. Complaint management carried out professionally prevents conflicts and strengthens customer confidence in the long run.
Our Approach
- Transparent forwarding of complaints to the relevant departments
- Empathetic support that defuses emotional tension and creates sustainable solutions
- Constructive feedback processes that can enhance your product and service quality
We process order taking and complaints with the utmost professionalism and, if you wish, record every order directly in your IT system.
In consultation with you, we create a goal-oriented, professional script for our staff. This enables them to address your end customers in an individual and personalised manner—establishing a level of trust that in turn facilitates Up-Selling / Cross-Selling.
we use the latest communication technology to ensure a seamless order service and customer care at all times. we also maintain an image in the public eye as a contemporary enterprise with a cutting edge understanding of digital services. our employees have the corresponding expertise and experience. we, therefore, communicate not just by telephone or e-mail, but also using the latest online tools. our inbound call centre is available to you every day of the year, on public holidays and at peak times.
purposeful processes form a beneficial customer service. in order to control and implement your requirements in a qualified way, our staff members receive intensive training with regard to your offers and services. subsequently, all employees in first-level support can react effectively – having been optimally prepared – and they can advise your customers in a qualified manner. we also define second-level support with you, in order to be able to escalate the matter at hand to your specialists at just the right moment.
depending on the type of customer concern, our customer service always responds with sensitivity and adequacy to any and all complaints and grievances. this ensures that existing customers feel an even greater sense of loyalty to the company. our trained staff do not allow themselves to be ruffled, even in extreme situations. a successful solution to a problem always increases the customer satisfaction factor, thereby ensuring that a positive memory of the experience prevails.
Would you like to know how that translates into cost? Get in touch with us and we will gladly provide, without obligation, a quote tailored to your needs.