Outsourcing Help Desk Support
Help desk outsourcing intends to assist customers in solving technical and user issues through various channels. This service elevates the quality of customer support, raising overall efficiency and satisfaction.
Get a quoteWe Provide
Tier 1 support
We address general customer questions, provide basic explanations, and deliver guidelines to help clients solve minor problems and usage issues.
Tier 2 support
At this level, we deal with larger issues that require more time and resources than Tier 1 requests. We investigate the causes of the problem and fix them if the involvement of additional experts is not needed.
Tier 3 support
Tier 3 help desk support service includes handling complex issues. Our agents monitor the status of clients’ queries and involve developers or suppliers to resolve the issue efficiently.
Take the Benefits of Help Desk Outsourcing
Outsourcing help desk services enriches customer support and reduces costs. Our vast experience, operational transparency, flexibility, and owner-like approach help us lead our clients’ businesses to prosperity.
Quality Assurance (QA)
Years of experience
Agents on board
Customer satisfaction (CSAT)
Our Industry Expertise
SaaS
Having a profound knowledge of the SaaS specifics, we build scalable teams and deliver tailored solutions to maximize our clients’ gains.
Fintech, Blockchain & Cryptocurrency
We are well-versed with breakthrough techs to address the needs of these sophisticated sectors.
Aviation & Travel
By help desk services outsourcing to our experts, you’ll streamline the customer experience and drive satisfaction and loyalty.
Legal
Our experts have solid experience in the field and deliver seamless, consumer-focused services to legal practices and other organizations in the sector.
Healthcare
Legal and safety compliance is critical in healthcare. Our solutions help construct transparent, trusted, and secure communications matching all industry requirements.
Logistics & Delivery
Thanks to an owner-like approach and deep dedication, we help our clients reinforce their partnerships and maximize outcomes.
Ecommerce
Help desk support in ecommerce is a highly demanded service. Our team crafts solutions to help retailers save costs and amplify operational efficiency.
Media & Entertainment
A transcendent outsourced helpdesk service facilitates customer engagement and loyalty. Leverage our expertise and experience to create a smooth path for your clients.
We Got You Fully Covered
Quality Assurance
Regular reporting and analytics
Recruitment
Uninterrupted operations
Inhouse training center
IT setup and maintenance
We are trusted by
Our client success stories
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.
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.
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.
Describe your project and scope of tasks and have our manager prepare a customized proposal tailored to your specific needs.
Get in touchWhy choose us?
Our team has successful experience across industries, including Avia&Travel, Retail, Fintech, Delivery
We exercise a customer-oriented approach and methodologies, such as CSAT and NPS track and improvement
Superior protection is guaranteed by non-compromised data security and compliance with PCI DSS, ISO 27001 and ISO 27701 (GDRP)
We develop solutions for superior customer experience in North American markets and globally
Operational transparency and dedicated staff enable a quick and seamless launch
A flexible team offers scalability opportunities by 50 agents per month
A perfect capability for global business growth with a multilingual BPO that includes up to 18 languages
For ultimate customer convenience, we deliver uninterrupted 24/7 services
We treat your project as our own, which maximizes the positive outcomes and cost-efficiency of our solutions
Performance that stands out
We are grateful that our work has been recognized and proud to be named the best Global Outsourced Customer Support provider and Ukraine's Business Services Leader by Clutch, as well as to be awarded two Silver Stevie Awards.
Сonfirmed security and reliability
Safety and protection of customer data are some of our fundamental priorities. We have established robust security measures and obtained PCI DSS, ISO 27001 and ISO 27701 (GDRP) certifications.
How do we ensure a high quality of service?
Outline the guidelines for quality processes to drive efficiency and performance
Meticulously study customer reviews at our regular feedback sessions. This helps us reveal areas for improvement
Conduct quality checks and analyze the results with supervisors, coaches, and project managers
If we reveal any skill or knowledge gaps, we arrange the respective training sessions
The unrivaled quality of our help desk support enables us to facilitate customer acquisition for companies in the legal sector and other industries.
We work out an optimal communication style that corresponds to customer’s brand.
FAQ
Pay per ticket
According to this metric, you should pay for every incident (ticket) your customer resolves with the help of your support service. The average cost of a ticket is usually about $20.
Pay per call
Here, you pay for every call managed by your outsourced helpdesk service. Although seemingly straightforward, the model may lack efficiency, as some issues require several calls for a complete resolution.
Pay per minute
This approach implies payments for each agent's time to address a specific issue. To avoid excessive expenses, you should apply the model when the average talk duration is short.
Pay per agent
This approach incurs a flat rate per help desk technician. You get dedicated agents aware of your systems and processes for ultimate support.
Get fast answers to any remaining questions
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