Services
Inbound Telephony
- Call reception and forwarding
- Information, complaints, returns
- Identity verification as specified
- Prioritization and escalation to specialist teams
- Queue management and callback offers
- Appointment scheduling and calendar entries
- Order intake by phone
- After sales support
- Hotline for technical and organizational questions
- Complete documentation in the CRM
Written Support
- Emails and tickets
- Live chat
- Social messaging
- Review responses
- Prioritization by urgency and agreed SLAs
- Check and safely process attachments
- Brand tone, spelling and grammar checked
- Email follow ups
- CRM documentation
Order and Fulfilment
- Order intake and entry
- Order validation and plausibility check
- Address changes and delivery adjustments
- Status updates and proactive notices
- Cancellations and exchanges
- Returns and refunds
- Coordinate missing or replacement deliveries
- Coordination with logistics and shipping
- Invoice and payment inquiries
Quality and Compliance
- Adherence to agreed SLAs and process guidelines
- GDPR compliant and confidential handling
- Confidentiality agreement on request (NDA)
- Accessible communication
- Clean documentation and traceability
Collaboration
- Coverage Monday to Sunday
- Onboarding based on your guidelines with checklists
- Tools: your telephony system, helpdesk, CRM
- Work mode independent or integrated into teams
- Billing: hourly, per minute, per ticket, other models
Typical Use Cases
- Seasonal peaks and campaigns
- Holiday and sickness cover
- Pilot projects and channel or market tests
- Long term team extension