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.
Airportr
Task
Airportr needed to put the bulk of customer support in reliable hands to ensure fast and efficient communication with customers.
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.
We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.
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.
One of the client’s biggest achievements is launching this project with Simply Contact, whose team handles 2,000 inquiries a day. Partners work continuously to provide necessary information and assistance to subscribers. Simply Contact is professional and quick to complete new tasks.
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.
Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.
Wizz Air
Task
Provide faster and better support for WizzAir customers in multiple languages, in order to reduce waiting time and enhance the quality of service.
We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.
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.
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.
Transportation Startup
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.
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.
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.
ONLINE STORE
Task
Consult clients, process orders, coordinate delivery, give warranty/service advice, and ensure at least 30% of incoming line sales.
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.
Nova Poshta
Task
Resolve customer requests for shipment tracking, delivery cost calculation, loyalty program advice, and additional service ordering.
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.
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