Save up to 40% on operating costs with our Customer Service.
Outsourcing customer service ensures ECONOMIC EFFICIENCY and
OPERATIONAL FLEXIBILITY.
We manage operational peaks and seasonal fluctuations with 100% of our resources, ensuring operational KPIs.
Speak directly with one of our consultants
Multilingual staff available 24/7.
OMNI CHANNEL
- CALL SUPPORT
- TICKET
- EMAIL
- CHAT
They trust us
What can we do for you?
Customer Service
Management, support, and assistance for your customers via telephone contact. Through a fast and quality service, we will respond to the needs of your customers on your behalf. Our customer service can be managed both with toll-free and national numbers.
Social Instant Messaging
With instant messaging channel management, we can offer real-time assistance using the main social networks and apps. Your customers will be listened to through any channel you choose: WhatsApp, Telegram, live chat, email.
Ticket Management
The right assistance in the best timeframes. We track and distribute requests for problem resolution received on different channels to the departments, all while guaranteeing shorter SLAs (Service Level Agreements) than standard conditions.
Reliable support capable of identifying and resolving internal and external issues. Timely and accurate assistance that improves your relationship with your customers and internal company communication. Our service is multilingual and provides valuable resources in customer care, equipped with excellent problem-solving skills and proactivity.
Help Desk
Fast and accurate management in multiple languages of quote requests and bookings. We help you improve and speed up your work, whether you have a large number of requests to handle or are unable to hire dedicated staff.
Booking Office
Artificial intelligence that enhances your customer service. We develop solutions capable of answering your customers' questions in real-time and accurately, just like a human. Additionally, our bots learn by themselves through machine learning.
Chatbot
Take advantage of the TRY&BUY formula!
Try our service for 3 months before choosing us as a partner.
Our approach
To ensure you receive a dynamic service that meets your needs and those of the market, we build our relationship one step at a time.
Based on your needs and an as-is analysis, we design a personalized service to ensure the correct management and tracking of calls and other types of contacts to your company.
Activity Preparation
Let's define an operating model to-be aimed at identifying strategic priorities, considering activities, with a focus on customer service.
Definition of Strategic Priorities
We monitor your activity through a dashboard integrated with your systems and centralized with data related to the outsourcing service and inbound calls, for continuous analysis and fine-tuning according to quantitative and qualitative KPIs.
Quality check
We conduct weekly reviews with reports on performance and campaign progress. This allows for continuous monitoring and improvement of KPIs and the identification of new activities and objectives.
Report sharing
Included services
Reporting
Choose whether to receive real-time, daily, weekly, or monthly reports to monitor team productivity and activity performance.
Knowledge base
Facilitate self-service for customers so they can quickly find solutions to their problems.
A dedicated team for quality control of resource performance and the accuracy of information provided to your students.
Quality Control
Gain a comprehensive overview of the customer experience through continuous monitoring and improve customer satisfaction.
Customer satisfaction
Multilingual staff 24/7
We specialize in selecting qualified personnel with language skills ranging from B2 to C1 in over 9 languages.
Saving
By optimizing the productive time of resources, we can generate an average savings of up to 35% on your company's costs.
Scalability and Flexibility
According to your needs, you will always have the opportunity to reshape timelines and resources to respond quickly to market developments.
Try our services before purchasing them: evaluate the team's work with a 3-month trial of the campaign, then decide whether to continue.
Try&Buy
We are in the number one country for nearshore, Albania. The proximity allows you to get to know the team and personally handle the training and monitoring of resources.
Nearshore
Internationalization
We are familiar with diverse cultures and support you in expanding into other markets/countries.
Why choose
We Are Fiber?
Cosa abbiamo fatto per BRICO BRAVO
Azienda
Risultati
24.447
CHIAMATE RICEVUTE/MESE
Brico Bravo è un’azienda leader in Italia nella vendita online di bricolage, fai da te,arredo casa e giardinaggio.
Esigenza
Ridurre il tempo di risposta alle richieste che arrivano dai diversi canali di comunicazione dell’azienda.
Gestione customer care dell'e-commerce su tutti i canali (Ebay, Amazon, Manomano, Bricobravo.com) in 4 lingue (italiano, inglese, francese, spagnolo) su 2 livelli.
Supporto di primo livello: in una fascia di 14 ore, diamo assistenza telefonica, chat e mail ai clienti che hanno acquistato sui canali sopra riportati.
Supporto di secondo livello: comprende la valutazione e la soluzione delle problematiche che il cliente può avere post vendita.
Soluzione
90%
ASSORBIMENTO
TICKET MESE/RISOLTI
7.700
8.000
TICKET MESE/CREATI
97%
CUSTOMER SATISFACTION
We Are Fiber
Registered Office
Rruga Qemal Stafa 31, 1001 Tirana
P. IVA L52519403R
info@wearefiber.com
www.wearefiber.com
Offices: Tirana | Naples | London
