Customer Support Services
Bad Service – Money Lost!
eCommerce customer support outsourcing is here to aid you in creating a well-rounded and highly satisfactory client service experience, allowing any brand to establish a loyal customer base to achieve long-term revenue growth.
Our certifications
Customer Support Services
Сustomer care
We are a knowledgeable, friendly, and professional team ready to exceed your customers’ expectations and resolve most issues at first contact.
Technical Support
We will be a guiding light through any complicated process, troubleshooting issues in the fastest, most cost-effective way.
Customer Success
Customer satisfaction is the base of our operation. We not only reply to queries but make sure customers are successful with your product.
Reasons to work with us
Any stage
We can take up perfect customer support service at any stage of business, being fully integrable with any team structure.
Omnichannel support
Our customer support services immediate response through all channels: email, phone, live chat, and social media. Every day of the year.
Effective approach
Our carefully-structured decision-making and delegation model allows us to avoid backlogs of queries and complaints.
Adjustable team
Our functions are unlimited: we can implement CRM or administration, build a knowledge base, monitor quality of support or process feedback.
Our Customer Service and Support workflow
When we set up a Support unit from scratch:
Study documentation
Estimate requests number
Cooperate with your coordinator
Design team and roles
Test emailing with your clients
Set processes, start chats/calls
Analyze and process feedback
Train and assess your team
Work independently
Crucial points of cooperation with existing departments:
Retrieving the project technical requirements to be fulfilled
Delving to the bottom of the company policies and business processes
Getting the call recordings for the best learning and diving into the medium
Receiving the feedback from the Key Account Representative
Basic training, supervision and shifting to the independent work
Back office solutions
Back office processing
We will stand behind your business processes whenever you need a backup: administration, billing, management, financing, operational activity — everything but business strategy, goals, etc.
Service renewals
For a perfect customer experience, prevent any unwanted service interruption. Get the existing subscriptions/services renewed without any hassle for customers with the help of our Customer Care team.
Claims and refunds processing
Upon your customer’s request, we can issue a refund, change a payment method, or adjust billing details. We also check suspicious and fraudulent transactions. Working with customers’ complaints, our agents collect all details, investigate, and offer solutions to an issue a customer may face. We also monitor claims statistics to stress the pitfalls and recommend how to eliminate them. Our agents categorize the issues, retrieve the preconditions causing every particular type of issue, and work on protocols to speed up the resolution.
Data entry
In a data-driven world, data entry is one of all companies’ crucial activities. You can delegate this routine to our specialists. We will turn the raw data into compatible, user-friendly data storing systems with different access levels and guarantee proper operation.
Database management
If you are interested in database management for your business data systems, our specialists will ensure the data-driven applications or software shows their best performance. We will also maintain, track efficiency, and keep it secure.
General research
We train our specialists to handle all general queries your customers ask. Based on the knowledge of your industry, our agents will conduct research and go the extra mile to resolve the issues your customers may face.
Orders processing
Our agents can place orders or cancel and refund them. Upon customer’s request, adjust the details like shipping, billing information, recipient name. We will also troubleshoot any issues, merge or upgrade/downgrade the orders.
SaaS management
We can install software, adjust it or renew, track performance, maintain and report bugs. This service also includes checking efficiency, billing issues, risks, and preventing vulnerabilities. Addressing customers’ requests, we will troubleshoot their issues and cover all inquiries about their subscriptions or pre-selling stage questions.
Survey processing
We will collect surveys from stakeholders into one system to determine if the product meets customers’ expectations. This allows to evaluate the performance, find bottlenecks and define the areas for improvement.
How we helped our customers?
HireRush (CS)
Insurance Agency
Furniture Shop (CS)
FAQ
The role of customer support services is to build relations with both current and prospective customers by providing them with professional assistance and advice regarding the product or services they have bought from the company.
Yes, customer service and support are different things. Customer support stands for assisting customers with solving their issues with an already bought product or service. Customer service, in turn, is the relations with both prospective and current customers that include customer support but isn’t limited to it.
For example, a user can contact eCommerce customer support to get help with order tracking, delivery scheduling, product configuration and so on. Customer service examples, in contrast, are answering prospective leads’ questions, helping with online payment, being polite and eager to help, providing a quick response in social media during the first touchpoint and so on.
Depending on the location, customer service outsourcing can actually be more cost-effective than maintaining a customer support team in-house. We, at WiserBrand, would be happy to help you set up an outsourced customer support team while you can focus on core business tasks.
Customer support and service are some of the factors that affect sales, in addition to product quality, its price and brand reputation. However, when handled competently, customer support and service are the ways to build long-term relations and streamline sales for the long run.