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WHAT WE DO
We help apparel & luxury brands protect and improve their reputation and brand image through our omnichannel customer experience system without them having to spend more on operations, or spend more time training new agents. From live chat to email support, CSAT tracking and improvement to weekly customer experience audits, we provide lean, effective, and multilingual customer service solutions that scale with your business. Whether you’re handling 100 or 10,000 tickets a day, our mission stays the same: Make your customers feel seen, heard, and helped fast. No fluff. No templated replies. Just real conversations that drive loyalty, retention, and reputation. Your brand is the ship and we’re the sailors.
Our Process
After we have audited your current system and we know what is working and what is not, we integrate everything tech related and we begin training our agents for you. Simultaneously, our developers start working on a personalized app in which you can manage processes and get suggestions.
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After no longer than one week, we begin identifying gaps within your current scripts and the way support is handled, gaps within the system and the way in which we prioritize tickets based on urgency, what we do when there’s overload and immediately start auditing the process.
After the first month we analyze the data we’ve collected so far, we identify patterns of the most common problems customers face during the interaction with your product, and we use that data to help improve your customer’s experience.
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Why us
Thanks to the country we are based in, Kosovo, we have the flexibility to find diverse multilingual talent with lower labor costs due to lack of inflation and low base pay standards. Besides that, we tend to stay ahead of the curve with implementing artificial intelligence into our client’s systems to reduce operational costs even further.
Our main aim when handling customer care for our clients is speed, efficiency and quality. When you’ve cracked the code to reply fast to every customer while keeping every interaction qualitative and being time efficient simultaneously, increasing the chances customers return again is inevitable. And that’s what we do best.
Once enough people have had the chance to see that you truly care about each customer, you make them feel special and understood, it is hard for them to forget that interaction, earning you free marketing space, inside their head. Remember, people forget about the product, but they never forget how you made them feel.
Once customers see that you’re always available to help them, you’re making them feel special with every interaction, and you’re there to make it right even when something wrong happens, you’re going to end up seeing a lot of good reviews and referrals as you grow as a company.
We collect data from customer inquiries which updates in real time and helps you or your marketing team determine what changes you need to make to your website to decrease the chances someone needs to contact support before buying, by proxy increasing your conversion rates.
