Outsourcing
If you’re seeking a lasting solution for your customer service department without the hassle of managing the details, we’ve got your back! By outsourcing your service department to us, you can rest assured that your customers are always in good hands.
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When service is important, but time is limited.
Your organization is growing rapidly. Your focus is on your product, finance, operations, logistics and marketing, but what about service? Service is the component that often comes last for many fast-growing organizations, even if the initial intention was to make it a top priority. Often, we’ve seen our clients in similar situations and with this in mind we started to offer complete outsourcing solutions. In this way we are able to match your customer service with your company vision and tone of voice, use our expertise and knowledge to constantly innovate and save you time by only sharing the weekly highlights and conclusions. Once we kick off, we gather a dedicated team or team member for you and scale up when needed with our flexible customer service pool. Then, we reorganize all customer service processes and policies where necessary in order for us to work efficiently and customer friendly.
How it works.
Based on your specific needs we create a tailor made offer. Needs can include the use of different communication channels, answering clients in multiple languages, specific opening hours and tailormade KPI’s. Once all needs are identified we base our pricing on your monthly order volume. For every order placed in your webshop we take a small amount which is invoiced at the end of each month.
Kick off session
Our collaboration begins with a comprehensive deep-dive meeting where we dedicate time to fully understand your brand. We explore your goals, your tone of voice, and the specific needs of your customer service. This sets the foundation for a successful collaboration. Every detail we uncover here helps us tailor our approach to mirror your identity and deliver the experience your customers expect.
Planning
Once we’re aligned on your vision, we move into the planning phase. This is where we develop a structured timeline and a detailed plan of action. We define key milestones, set training schedules, and coordinate with relevant departments across your organization, such as marketing, production, and operations. This way, we ensure every stakeholder is aligned and involved from day one.
Office exchange
We invite you to our office for a behind-the-scenes look at how we work and collaborate. And because mutual understanding matters, we’ll also visit your office, especially for the collection briefing, so we can see your product and environment firsthand.
Manual process
We believe that great customer service starts with solid processes. During this stage, we document all customer service processes, from returns to payment disputes, to ensure clarity and consistency. We go through each flow step-by-step, identifying opportunities for improvement and standardization. Based on this, we create a clear, structured Customer Service manual tailored to your business, which is shared with you for final review and approval before going live.
Collection briefing
A successful customer service experience relies on deep product knowledge. During the collection briefing, we dive into your collection to understand the product, the story, and the potential challenges: from production defects to warranty. This usually happens at your office or flagship store, giving us real-world insights straight from your experts.
Train people
We assign and train a dedicated customer service team that understands and matches your brand, tone and expectations. We deliver support that feels like an extension of your in-house team.
Go live!
It’s time! We officially take the reins of your Customer Service department.
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