Resolving the customer’s issue while ensuring a positive experience.

Customer service agent’s priority is to balance solving the customer’s problem with delivering a positive, human experience, leaving the customer satisfied with the interaction.

Active Listening: We can fully understand the customer’s problem only by listening carefully and asking clarifying questions if necessary. This shows empathy and helps to ensure the right solution is provided.

Clear Communication: An agent must explain solutions or next steps in a clear and simple way. Avoiding jargon and maintaining a friendly, professional tone helps keep the interaction smooth and positive.

Problem-Solving: Our agents are adept to identify, label and prioritise customer issues. We are trained to evaluate if we are into fixing a problem directly or escalating it to the right department. Efficiency means ability to understand the problem and act accordingly and our goal is to reach a resolution as quickly and smoothly as possible.

Empathy and Patience: Customers often reach out when they’re frustrated. A great customer service agent demonstrates patience and empathy, making customers feel understood and valued.

Follow-Through: Ensuring that any promised actions (like callbacks, follow-up emails, or escalations) are carried out promptly is crucial to building trust.

What it takes to make outsourced customer support work?

We have created a set of questions that will help us tailor your services and ensure that we meet the needed requirements. Here are some of the essential questions for you to prepare:

1. What are your main customer service goals?

2. What is the volume of customer interactions you typically handle?

3. What platforms or tools do you currently use for customer service?

4. What are your key performance indicators (KPIs)?

5. What is your target response and resolution time?

6. Do you have specific service level agreements (SLAs) in place?

7. What is your escalation process?

8. Do you require 24/7 service or specific coverage hours?

9. What tone and brand voice do you want customer service agents to use?

10. Are there any common issues or FAQs that we should be aware of?

11. How do you currently gather and act on customer feedback?

What does it mean that we are empowered with AI?

AI-Powered Knowledge Base

We have extremely good experiences when working with customer tailored AI and integrated knowledge base.  AI can be trained to search through vast internal databases or FAQs and suggest relevant information to agents in real time. The AI can recommend articles, step-by-step guides, or previous solutions for our Agents. This way we will remain the human touch in the actual communication but we will use the AI as a backend to support the Agent to find the most rational and sufficient solution to end customers problem. As the system processes more queries, it can learn which solutions are the most helpful and prioritize them.

The set-up for AI system will have an extra cost approximately 5000€ but it is well worth it.

“Under Jukka’s leadership, our customer service has been reliable, flexible, and communication has been friendly.”

– CEO Christina Daous / Wepardi (INT2000 Oy)

Pricing

Our pricing model is simple. There is a set up cost depending on the requirements and on-going cost based on customer support hours. Since our customers needs vary, it is easiest to give examples:

CS for hosting company: Digital front desk to help B2B with simple problems related to use of the hosting services. Only phone line + sms’s, open 4 hours on weekdays, all the needed software provided by the client, 10 – 30 contacts per day, empowered with AI.

• Setup cost 5000€
• Monthly cost 2800€

CS for online retailer: Digital front desk to help B2C with simple problems related to order tracking and billing challenges. Only DM / sms / WA, open 8 hours on weekdays, all the needed software provided by the client, 30 – 100 contacts per day.

• Setup cost 1500€
• Monthly cost 3700€