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Cases: №1 Cases: №2

Case studies

See how Simply Contact helped industry leaders and startups transform their customer care, improve the quality of customer service, and increase cost efficiency along the way.

    Ditto Music

    Task

    To efficiently manage a wide range of customer inquiries, delivering empathetic support and clear, concise communication across all support tiers.

    Results
    88% CSAT increased from 51%
    8 responses per hour that increased from 3.5
    40+ agents
    3 service languages
    Read the full story
    Cases: №3

    Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses. 

    They are attentive to our requirements and are quick to implement any necessary changes. Their team is professional, efficient, and proactive in addressing potential issues.

    Stacey Warder
    Head of Support, Ditto Music

    Wizz Air

    Task

    Provide faster and better support for Wizz Air customers in multiple languages ​​to reduce waiting times and improve service quality, while adjusting to seasonal demand changes.

    Results
    120+ agents on the line
    6 departments
    24/7 operations
    5 service languages
    Read the full story
    Cases: №4

    Wizz Air and Simply Contact started cooperation and launched a project in the field of customer support in January 2020. The collaboration portfolio is based on call center operations, handling of written requests, real-time chat services and group booking support. Simply Contact processes calls and requests in different languages ​​- English, Polish, Italian, German, and French. During our joint work, Simply Contact has proven itself as a reliable and flexible partner, which is always ready to support us in solving additional tasks. Simply Contact strives to achieve its goals by constantly looking for creative and innovative ideas and solutions

    Tsvetoplama Stoyanova
    Wizz Air contact center manager

    Office of the President of Ukraine

    Task

    Representatives of the Office of the President of Ukraine urgently needed to launch a support line for citizens who needed help or advice in the conditions of military operations.

    Results
    24000 calls handled per day
    1 day to launch the project
    2 service languages
    Read the full story
    Cases: №5

    Simply Contact presented themselves as an efficient, customer-focused company with outstanding crisis management skills and a strong emphasis on quality assurance. Thanks to their work, citizen requests are promptly processed. During our cooperation, the Simply Contact company has confirmed a high level of professionalism, efficiency and ability to solve emerging problems and complex tasks. We strongly recommend Simply Contact as a competent and reliable customer support services provider to work with.

    Nadia Vasilieva
    Institute of Digital Transformation of Ukraine

    1545

    Task

    The contact center at the Cabinet of Ministers of Ukraine needed a reliable partner to process a large volume of appeals, provide assistance and consultations to people who found themselves in a difficult life situation during hostilities.

    Results
    1 day to launch the project
    40 agents on the line
    24/7 service
    2000 processed calls per day
    Read the full story
    Cases: №6

    Simply Contact provided us with outstanding support and rapid execution in launching our contact center project within a single day. Their capability to efficiently manage over 2,000 inquiries each day has been crucial in delivering prompt assistance and information to our citizens in times of need. The professionalism and swift adaptability of the Simply Contact team have been key factors in the success of our government helpline.

    Olena Marushchak
    Government Contact Center

    Fareportal

    Task

    Fareportal was looking for a solution that would help retain regular and potential customers, while ensuring stable revenue for the company, as well as keeping customer satisfaction at the highest level. This was Fareportal’s first experience of cooperation with a company that provides outsourcing services. That is why the model of cooperation developed already in the process, improving and becoming more convenient for both parties over time and with experience. This means that in addition to the main KPI goals, new, but no less important tasks arose in parallel, so we rapidly changed and adapted work processes to existing requirements and flexibly adapted to any conditions.

    Results
    20000 calls handled per month
    100+ agents on the line
    75% CSAT from 0%
    3 departments
    Read the full story
    Cases: №7

    Through Simply Contact’s dedicated efforts, we’ve seen a notable increase in our Net Promoter Score and customer retention rates. They have established an exceptionally effective workflow, underpinned by a strong partnership and clear, transparent communication. The team’s outstanding performance has not only met our expectations but has also laid a solid foundation for a promising long-term collaboration.

    Corissa Leong
    SVP People & Culture, Travel Tech Company

    Airportr

    Task

    Airportr needed to put the bulk of customer support in reliable hands to ensure fast and efficient communication with customers.

    Results
    up to 15 part-time agents in the team
    4 communication channels
    24/7 operations
    3 service languages
    Read the full story
    Cases: №8

    We really enjoyed our time working with the Simply Contact team. Our collaboration resulted in increased customer satisfaction and rapid response times. The team was highly responsive and maintained open communication through virtual meetings and emails. Clients can anticipate a team that not only meets but exceeds expectations in delivering results.

    Sophie
    Head of Customer Support

    Yves Rocher

    Task

    Handle outbound and inbound calls and order processing tasks, provide a high level of service to clients and ensure a monthly sales increase of 10% or higher.

    Results
    2600 outbound calls handled per day
    60 agents on the line
    10% sales conversion increase
    Read the full story
    Cases: №9

    We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact has been a professional and reliable vendor. They implement specific analytics and quality management practices that ensure the highest quality of customer service. Simply Contact’s innovative and effective motivation schemes for their agents helped us achieve our sales goals. Yves Rocher recommends Simply Contact as a qualified partner in inbound and outbound customer support.

    Marina Voloshina
    Head of Client Marketing

    METRO

    Task

    Ensure a smooth transition from in-house to outsourced contact сenter to improve quality and customer experience and make sure data is transferred quickly and reliably.

    Results
    98% of requests resolved within 120 seconds
    95% of clients mark service quality as excellent
    5 channels supported
    12000 сalls handled per month
    Read the full story
    Cases: №10

    METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently, the Simply Contact support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows accumulating customers’ queries through multiple channels and ensures the security of clients’ data. Simply Contact proved themselves as a reliable partner, and we appreciate their input in customer experience development.

    Olga Syomkina
    Customer Experience Specialist

    Transportation and Food Delivery Platform

    To build an effective customer support department, scale from 12,000 to 110,000 monthly requests within six months and support the client’s expansion into Poland, Romania, and Moldova.

    Results
    2400 requests resolved per day
    4+ years of cooperation
    230+ agents on the project
    3 service languages
    Read the full story
    Cases: №11

    Our team provides full 24/7 support for the company’s drivers and customers. Our main goals on the project were to launch quickly, establish an efficient training process, and ensure great performance monitoring & analytics. We also aim to adapt and stay flexible as our customer’s business goals and requirements change.

    Oleh
    Project Manager at Simply Contact

    Online Banking Platform

    24/7 service
    3 service languages
    18 agents on the project
    1000 processed applications per day
    Read the full story

    Our partnership has provided us with a valuable opportunity to engage deeply in the fintech sector, serving diverse clients across Europe and beyond. We do more than customer support; our expertise in document verification ensures accurate, secure services. We’ve really valued and enjoyed working with this company, and we’re excited to keep growing with them and other fintech clients.

    Anna Mateusheva
    Project Manager at Simply Contact

    Nova Poshta

    Task

    Resolve customer requests for shipment tracking, delivery cost calculation, loyalty program advice, and additional service ordering.

    Results
    7500 calls handled per day
    98% recevied calls
    62 agents on the line
    Read the full story
    Cases: №12

    We started cooperating with Simply Contact in 2015. The project was launched quickly and on time. The IT work was perfect, and agent performance was satisfactory from the beginning. We are happy with the Simply Contact team’s performance.

    Feliks Shumovkij

    ONLINE STORE

    Task

    Consult clients, process orders, coordinate delivery, give warranty/service advice, and ensure at least 30% of incoming line sales.

    Result
    5500 calls handled per day
    60% executed orders
    3500 calls with leads
    Read the full story

    Customer experience has significantly improved since Simply Contact came on board. Their impact can be verified by the influx of positive reviews and their rapid response time. We were impressed with their communication skills and empathy towards the customers. Without any hesitation, I highly recommend Simply Contact as a reliable partner.

     

    Head of Customer Support
    Cases: №13 Cases: №14
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