Save up to 40% on operating costs and accelerate your growth!

Outsourced customer service is cheaper than an internal solution. Aren't you convinced?

Test us with the ‘Try & Buy’ formula.

After 3 months, you decide whether to buy our service.

FIND OUT HOW MUCH YOU CAN SAVE

THEY TRUST US

WHAT WE CAN DO FOR YOU:

Customer Service

Outsource the management, support and assistance of your customers through telephone contact. By way of a fast and quality service, we will respond to the needs of your customers for you. Our customer service can be managed with both a toll-free number and a national number.

Social Instant Messaging

With the management of instant messaging channels, you can offer assistance in real time, using the main social networks and apps. Your customers will be heard through any channel you choose, including WhatsApp, Telegram, live chat and email.

Ticketing Management

Make sure your customers receive the right assistance in the best possible time. We track and dispatch troubleshooting requests received across different channels to the various departments. All this while guaranteeing shorter SLAs (service level agreements) than standard conditions.

Let us provide reliable support that can identify and resolve internal and external problems. Enjoy prompt and precise assistance that improves the relationship with your customers and the company's internal communication. Our service is multilingual and ensures valuable and proactive customer care resources with excellent problem-solving skills.

Help Desk

We provide for the fast and accurate management of requests for quotes and reservations in multiple languages. This will ensure that you improve and speed up your work, especially if you have a large volume of requests or cannot hire dedicated staff.

Booking Office

Turn to the artificial intelligence tool that improves your customer service. We develop solutions that can answer your customers' questions precisely and in real time, just like a human being. In addition, our bots learn for themselves by way of advanced machine learning.

Chatbot

OUR

METHOD

To guarantee you an ever dynamic service, which caters to 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 any other types of contacts for your company.

Activity preparation

We define a to-be operating model aimed at identifying strategic priorities, taking into account your business activities, with a focus on customer service.

Definition of strategic priorities

We monitor your business through a dashboard integrated with your systems and centralized with data relating to the outsourced service and incoming calls. This allows for continuous analysis and fine tuning according to quantitative and qualitative KPIs.

Quality check

We ensure regular reviews with weekly reports on performance and campaign trends. This allows for constant monitoring and improvement of KPIs and the identification of new activities and objectives.

Report sharing

SERVICES INCLUDED

Reporting

Choose whether to receive reports in real time, daily, weekly or monthly, so as to monitor team productivity and activity performance.

Knowledge base

Facilitates self-service for customers, so they can quickly pinpoint the resolution of their problems.

A team dedicated to quality control of the performance of resources and the accuracy of the information provided to your customers.

Quality Control

Gain a complete picture of the customer experience with continuous monitoring and improve the satisfaction of your customers.

Customer satisfaction

Multilingual staff 24/7

We specialize in the selection of qualified personnel with language skills from B2 to C1 across over 9 languages.

Saving

By optimizing the productive time of resources, we are able to generate an average saving of up to 40% on the costs of your company.

Scalability and flexibility

You will always have the possibility to reshape time and resource requirements, in order to respond quickly to market changes, according to your unique needs.

Try our services before buying them. Evaluate the team's work with a 3-month trial of the campaign, then decide whether to continue.

Try&Buy

We are in country # 1 for nearshore needs, being Albania. Proximity allows you to get to know the team and personally take care of the training and monitoring of resources.

Nearshore

Internationalization

We know different cultures and we support you in growing on other markets / countries.

Why choose

We Are Fiber

What we have done for BRICO BRAVO

Company

Results

24.447

CALLS RECEIVED/ MONTH

Brico Bravo is a leading company in Italy in the online sales of DIY,home furnishings and gardening.

Challenge

High response time to requests arriving from the different communication channels of the company.

Customer care management of e-commerce across all channels, including eBay, Amazon, ManoMano, and bricobravo.com, in 4 different languages, Italian, English, French and Spanish, on 2 levels:

First Level Support: in one range of 14 hours, we provide telephone, chat and email support to customers who have purchased on the abovementioned channels.

Second Level Support: includes the evaluation and solution of the problems that the customer may have after sales.

Solution

90%

ABSORPTION

TICKET RESOLVED / MONTH

7.700

8.000

TICKET CREATED / MONTH

97%

CUSTOMER SATISFACTION

We Are Fiber

Registered office

Rruga Qemal Stafa

31, 1001 Tirana

info@wearefiber.com

www.wearefiber.com

Offices: Tirana | Napoli | Londra