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Omnichannel Customer Support

Our qualified and trustworthy team provides omnichannel customer support services that shape a seamless user journey and minimize the support costs.

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Simply Contact

Award-winning customer support company.

We meet the highest
security standards and are compliant with ISO 27001, PCI DSS, ISO 27701 (GDPR).

Simply Contact
Services
Omnichannel customer support

We provide

Voice services

Efficient call center services empower you to address every query with an instant and meaningful response. You’ll be able to deal with the growing number of calls easily.

Social media support

Social media is a vital channel for customers to obtain information and interact with the brand. We provide competent customer communication in your brand’s social media, enhancing the overall client experience.

Live chat support

Live chat is another efficient tool to deliver fast services and remove customer concerns. Our agents communite in a live chat to allow your clients seamlessly clarify all their questions.

Email support

We leverage email to make your customer interaction impeccable. We track and address every query regardless of the contact number. All your clients, prospects, and agents will be heard.

Support in messengers

Do your customers prefer messengers? No problem. We set up communication in the most popular messengers as well. Whatever device or channel your partners use, we’ve got them covered.

Chatbots integration

Chatbots are extremely valuable as they save time, costs, and resources. We integrate chatbots into your customer service to skyrocket its efficiency and ease customer experience.

Ready to make your omnichannel customer experience flexible, effortless, and delightful?

Describe your project and scope of tasks and have our manager prepare a customized proposal tailored to your specific needs.

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Reap the Benefits of Outsourced Omnichannel Customer Support

We aim to make your omnichannel support and sales interactions seamless, easy, and friction-free. Our successful experience and operational transparency help us maximize the gains of omnichannel services. You’ll get transcendent customer care quickly and effortlessly.

>90%

Quality Assurance (QA)

80%+

Customer satisfaction (CSAT)

up to 70%

Cost Reduction

80%

First Call Resolution

We got you fully covered

We make sure that you get a full cycle of workflow. Whatever challenges you may encounter – from launching the project and throughout the course of its operation – we’ve got you covered.

Quality Assurance

Recruitment

Inhouse training center

Regular reporting and analytics

Uninterrupted operations

IT setup and maintenance

We provide results that matter

Why choose us?

We boast a comprehensive experience across industries: Avia&Travel, Retail, Fintech, Delivery, and more

Focused on client experience (CSAT, NPS monitoring and improvement)

We ensure compliance with stringent security standards, confirmed by the PCI DSS and ISO 27001 certificates

We offer omni-channel customer service solutions in North America and globally

A highly qualified staff guarantees swift and easy launch

Superior scalability allows for ramp up speed up to 50 agents every month

We provide customer support in 18+ languages and create a seamless multilingual support process

Our omnichannel customer service works 24/7 without breaks or interruptions

Each solution is tailored to your business needs for maximum cost-efficiency and valuable outcomes

Our Awards & Certifications

PCI DSS

Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

ISO 27701 (GDPR)

Simply Contact is certified under ISO 27701 (GDPR), the international standard for privacy information management. This certification is a testament to our dedication to privacy and data protection, ensuring our clients' information is handled with the utmost care and security.

Reviews

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.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s 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 to accumulate customers queries through multiple channels and ensures 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

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

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.

Corissa Leong

SVP People & Culture, Travel Tech Company

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 not only professional and efficient but also proactive in addressing potential issues.
There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

Stacey Warder

Head of Support, Ditto Music

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FAQ

What is an omnichannel strategy?

When businesses apply an omnichannel strategy, they focus on ensuring a smooth customer journey throughout diverse channels and devices. Such a path implies an integrated customer experience that links all touchpoints, including stores, smartphones, social networks, websites, and more.

An omnichannel approach grants users with the opportunity to change the preferred channel of interaction while retaining a consistent experience. Thus, users can start their journey at the physical store, seamlessly switch to the brand’s SM profile, and finally move to the brand’s website to complete a purchase.

Businesses that provide superior experiences regardless of the selected channel will increase their clientele and generate loyalty.

What is the difference between multichannel and omnichannel?

If your business utilizes numerous channels for client support and sales, that doesn’t necessarily equate to an omnichannel approach.

A multichannel strategy may include a width of channels: a physical store, a website, a social media account, and more. However, if every channel functions independently, with its own goal and strategy, then it’s not an omnichannel customer experience.

An omnichannel approach implies leveraging a variety of channels, but it focuses on developing a single strategy and ensuring a consistent journey in real-time. All the channels intertwine and are united with the same goal.

What is an omnichannel contact center?

Continually addressing customer queries can hinder business operations at a certain point. Then, it might be time to outsource customer support to an omnichannel contact center. Advanced service companies provide cloud-based contact center software to manage client interactions through a wide array of channels, enabling users to switch between channels effortlessly.

A partnership with a trustworthy vendor will help organizations in the following ways:
Elevate cost-efficiency;
Remove the need to hire additional staff;
Better address different customer behaviors;
Improve the coordination of channels;
Deliver superb customer experience.