# Pexly OLD > Get your own Customer support team --- ## Pages - [NOC](https://pexly.com/customer-support/noc-outsourcing/) - [AI Bot](https://pexly.com/ai-bot/) - [Customer Support for Travel industry](https://pexly.com/nl/industries/customer-support-for-travel-industry/) - [Customer Support for Travel industry](https://pexly.com/industries/customer-support-for-travel-industry/) - [Pexly culture](https://pexly.com/pexly-culture/) - [Phone Answering Service Outsourcing](https://pexly.com/nl/klantenservice/phone-answering-service-outsourcing/) - [Phone Answering Service Outsourcing](https://pexly.com/customer-support/phone-answering-service-outsourcing/) - [What is BPO?](https://pexly.com/faq/what-is-bpo/) - [SaaS Kundensupport und Userbetreuung](https://pexly.com/de/industries/saas-kundensupport-und-userbetreuung/) - [Customer Support Outsourcing For SaaS and IT Solutions](https://pexly.com/nl/industries/customer-support-outsourcing-for-saas-and-it-solutions/) - [Customer Support Outsourcing For SaaS and IT Solutions](https://pexly.com/industries/customer-support-outsourcing-for-saas-and-it-solutions/) - [E-Commerce Customer Service Outsourcing](https://pexly.com/nl/industries/e-commerce-customer-service-outsourcing/) - [Industries](https://pexly.com/nl/industries/) - [Industries](https://pexly.com/de/industries/) - [Industries](https://pexly.com/industries/) - [Technical Support & NOC Outsourcing For Telecom](https://pexly.com/nl/industries/technical-support-noc-outsourcing-for-telecom/) - [E-Commerce Customer Service Outsourcing](https://pexly.com/industries/e-commerce-customer-service-outsourcing/) - [E-Commerce Kundenservice Dienstleistungen](https://pexly.com/de/industries/e-commerce-kundenservice-dienstleistungen/) - [Technical Support & NOC Outsourcing For Telecom](https://pexly.com/industries/technical-support-noc-outsourcing-for-telecom/) - [Technischer Support und NOC Dienstleistungen für Telekom](https://pexly.com/de/industries/technischer-support-und-noc-dienstleistungen-fuer-telekom/) - [What determines how intelligent an AI chatbot is?](https://pexly.com/faq/what-determines-how-intelligent-an-ai-chatbot-is/) - [Tech Support and NOC](https://pexly.com/customer-support/tech-support-noc-telecom/) - [The Difference Between Chatbot and AI Chatbot](https://pexly.com/faq/the-difference-between-chatbot-and-ai-chatbot/) - [Where to install an AI chatbot?](https://pexly.com/faq/where-to-install-an-ai-chatbot/) - [AI Chatbot - What is it?](https://pexly.com/faq/ai-chatbot-what-is-it/) - [FAQ](https://pexly.com/faq/) - [How do AI chatbots work?](https://pexly.com/faq/how-do-ai-chatbots-work/) - [What can AI chatbots do?](https://pexly.com/faq/what-can-ai-chatbots-do/) - [Benefits of using AI chatbots](https://pexly.com/faq/benefits-of-using-ai-chatbots/) - [Social Media Customer Service](https://pexly.com/nl/klantenservice/social-media-customer-service/) - [Social Media Customer Service](https://pexly.com/customer-support/social-media-customer-service/) - [Case studies](https://pexly.com/case-studies/) - [Case studies](https://pexly.com/nl/case-studies/) - [Blog](https://pexly.com/blog/) - [Blog](https://pexly.com/de/blog/) - [Blog](https://pexly.com/nl/blog/) - [AI Chatbot](https://pexly.com/nl/klantenservice/ai-chatbot/) - [AI Chatbot](https://pexly.com/customer-support/ai-chatbot/) - [KI-gestützter Kundensupport](https://pexly.com/de/ki-gestuetzter-kundensupport/) - [Customer Care](https://pexly.com/customer-support/customer-care/) - [Customer Care](https://pexly.com/nl/klantenservice/customer-care/) - [Kundenbetreuung](https://pexly.com/de/kundenbetreuung/) - [Tech Support and Help Desk](https://pexly.com/customer-support/tech-support-help-desk/) - [Technische Ondersteuning en Helpdesk](https://pexly.com/nl/klantenservice/technische-ondersteuning-en-helpdesk/) - [Technische Unterstützung und Helpdesk](https://pexly.com/de/technische-unterstuetzung-und-helpdesk/) - [Klantenzorg](https://pexly.com/nl/klantenservice/klantenzorg/) - [NL Home](https://pexly.com/nl/) - [GE Home](https://pexly.com/de/) - [Home Front Page](https://pexly.com/) - [Careers](https://pexly.com/de/careers/) - [Careers](https://pexly.com/careers/) - [Example How we work](https://pexly.com/example-how-we-work/) - [How we work](https://pexly.com/how-we-work/) - [Wie wir arbeiten](https://pexly.com/de/wie-wir-arbeiten/) - [Das Pexly Team](https://pexly.com/de/das-pexly-team/) - [PRIVACY AND GDPR POLICY](https://pexly.com/privacy-and-gdpr-policy/) - [Team](https://pexly.com/team/) - [Phone](https://pexly.com/omnichannel/call-center-customer-service-outsourcing/) - [Chat](https://pexly.com/omnichannel/chat-support/) - [Email](https://pexly.com/omnichannel/email-omnisupport/) - [Messenger](https://pexly.com/omnichannel/messenger-omnichannel/) - [Social Media](https://pexly.com/omnichannel/social-media-support-omnichannel/) - [Quote](https://pexly.com/nl/quote/) - [Quote](https://pexly.com/quote/) - [Omnikanal](https://pexly.com/de/omnikanal/) - [Chat](https://pexly.com/de/omnikanal/chat/) - [Telefon](https://pexly.com/de/omnikanal/telefon/) - [E-mail](https://pexly.com/de/omnikanal/e-mail/) - [Messenger Dienst](https://pexly.com/de/omnikanal/messenger-dienst/) - [Quote](https://pexly.com/de/quote/) - [Social Media Dienst](https://pexly.com/de/omnikanal/social-media-dienst/) - [Omnichannel](https://pexly.com/omnichannel/) - [BPO Diensten](https://pexly.com/nl/bpo-diensten/) - [BPO Services](https://pexly.com/bpo-services/) - [BPO-Dienstleistungen](https://pexly.com/de/bpo-dienstleistungen/) - [Datenbankeingabe & Reinigung](https://pexly.com/de/bpo-dienstleistungen/datenbankeingabe-reinigung/) - [Conetent Moderation (Soziale Medien)](https://pexly.com/de/bpo-dienstleistungen/conetent-moderation-soziale-medien/) - [Auftragsverwaltung](https://pexly.com/de/bpo-dienstleistungen/auftragsverwaltung/) - [Sonstiger Back-Office Support](https://pexly.com/de/bpo-dienstleistungen/sonstiger-back-office-support/) - [Database Entry & Cleaning](https://pexly.com/bpo-services/database-entry-and-cleaning/) - [Order Management](https://pexly.com/bpo-services/order-management/) - [Content Moderation (Social Media)](https://pexly.com/bpo-services/content-moderation-social-media/) - [Other Back Office needs](https://pexly.com/bpo-services/other-back-office-needs/) - [E-Commerce Support](https://pexly.com/de/unterstuetzung-fuer-den-elektronischen-handel/) - [Virtuelle Assistenten](https://pexly.com/de/virtuelle-assistenten/) - [Unterstützung von Vertrieb & Marketing](https://pexly.com/de/unterstuetzung-von-vertrieb-marketing/) - [Virtual assistant](https://pexly.com/customer-support/virtual-assistants/) - [Klantenservice](https://pexly.com/nl/klantenservice/) - [Customer support](https://pexly.com/customer-support/) --- ## Posts - [Polish Customer Support Operator](https://pexly.com/blog/careers/polish-customer-support-operator/) - [How AI Reduced Turnover in the Customer Service Department](https://pexly.com/blog/case-studies-articles/how-voice-ai-reduced-turnover-in-the-customer-service-department/) - [Voice AI: A Threat or a Blessing for Customer Care Departments?](https://pexly.com/blog/ai-bot/voice-ai-a-threat-or-a-blessing-for-customer-care-departments/) - [Voice AI: Een Bedreiging of een Zegen voor Customer Care Afdelingen?](https://pexly.com/nl/blog/geen-onderdeel-van-een-categorie/voice-ai-een-bedreiging-of-een-zegen-voor-customer-care-afdelingen/) - [Optimizing Multilingual Support: How Pexly Improved Efficiency & Customer Experience](https://pexly.com/blog/case-studies-articles/optimizing-multilingual-multi-channel-customer-support-how-pexly-helped-streamline-operations-and-enhance-customer-experience/) - [Pexly Recognized as a Top B2B Company in Clutch Global Leaders Fall 2024](https://pexly.com/blog/customer-care/pexly-recognized-as-a-top-b2b-company-in-clutch-global-leaders-fall-2024/) - [Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel Company](https://pexly.com/blog/case-studies-articles/enhancing-virtual-hospitality-multilingual-24-7-customer-support-for-a-luxury-barcelona-based-travel-company/) - [6 Proven Metrics to Boost Customer Support Effectiveness and Satisfaction](https://pexly.com/blog/customer-care/6-proven-metrics-to-boost-customer-support-effectiveness/) - [Pexly as a Global Leader in Customer Service Outsourcing – Awarded Clutch's Top Honor for Spring 2024](https://pexly.com/blog/customer-care/pexly-honored-with-the-global-award-prize/) - [Pexly Honored as a Clutch Champion for Spring 2024](https://pexly.com/blog/customer-care/pexly-honored-as-a-clutch-champion-for-spring-2024/) - [How to Find Customer Service Provider: Trust Clutch Leaders Matrix](https://pexly.com/blog/customer-care/how-to-find-customer-service-provider-trust-clutch-leaders-matrix/) - [Building a High-Level Customer Service Team for a Global Wellness Brand](https://pexly.com/blog/case-studies-articles/building-a-high-level-customer-service-team-for-a-global-wellness-brand/) - [Maximizing Retail Success: Effective Strategies for the Post-Peak Season](https://pexly.com/blog/customer-care/maximizing-retail-success-effective-strategies-for-the-post-peak-season/) - [The 13 Most Important Customer Service Trends 2024](https://pexly.com/blog/customer-care/the-13-most-important-customer-service-trends-2024/) - [Leer hoe je jouw CSAT kunt verbeteren met een AI-oplossing voor klantenservice](https://pexly.com/nl/blog/klantenservice/leer-hoe-je-jouw-csat-kunt-verbeteren-met-een-ai-oplossing-voor-klantenservice/) - [How to Improve your CSAT with an AI Customer Service Solution](https://pexly.com/blog/customer-care/how-to-improve-your-csat-with-an-ai-customer-service-solution/) - [Pexly Recognized as a Clutch Global Leader for 2023](https://pexly.com/blog/customer-care/pexly-recognized-as-a-clutch-global-leader-for-2023/) - [English Speaking Customer Support Representative in a Global Hi-Tech Company](https://pexly.com/blog/careers/customer-support-engineer-with-fluent-english/) - [Pexly is Honored as a Clutch Champion for 2023](https://pexly.com/blog/customer-care/pexly-is-honored-as-a-clutch-champion-for-2023/) - [Integrating a Customer Support Agent for the Car Rental Company](https://pexly.com/blog/case-studies-articles/integrating-a-customer-support-agent-for-the-car-rental-company/) - [Amazon Customer Support-oplossing voor speelgoedfabrikant](https://pexly.com/nl/blog/case-studies/amazon-customer-support-oplossing-voor-speelgoedfabrikant/) - [Succesvolle teams op afstand bouwen van de reisbranche.](https://pexly.com/nl/blog/case-studies/succesvolle-teams-op-afstand-bouwen-van-de-reisbranche/) - [De ervaring van klanten verbeteren voor een Augmented Reality-bedrijf](https://pexly.com/nl/blog/case-studies/de-ervaring-van-klanten-verbeteren-voor-een-augmented-reality-bedrijf/) - [Kunstmatige intelligentie in de klantenservice, wat zijn de voordelen en toepassingen](https://pexly.com/nl/blog/customer-care/kunstmatige-intelligentie-in-de-klantenservice/) - [How to Outsource Back Office Operations in 2023](https://pexly.com/blog/customer-care/how-to-outsource-back-office-operations-in-2023/) - [Copywriter/Content creator](https://pexly.com/blog/careers/copywriter-content-creator/) - [Multichannel vs Omnichannel Customer Service: Which One is Right for Your Business?](https://pexly.com/blog/customer-care/multichannel-vs-omnichannel-customer-service-which-one-is-right-for-your-business/) - [Response Time Metrics 2023: Guide & Explanation](https://pexly.com/blog/customer-care/response-time-metrics-2023-guide-explanation/) - [German Speaking Customer Support Representative](https://pexly.com/blog/careers/german-speaking-customer-support-representative-2/) - [How to Retain and Motivate a Remote Customer Support Team: Tips from Pexly's Experience](https://pexly.com/blog/customer-support/how-to-retain-and-motivate-a-remote-customer-support-team-tips-from-pexlys-experience/) - [How to Manage Customer Service Across Multiple Marketplaces? Tips for Marketplace Sellers](https://pexly.com/blog/customer-care/how-to-manage-customer-service-across-multiple-marketplaces/) - [Hoe beheer je klantenservice op meerdere platformen? Tips voor marktplaatsverkopers](https://pexly.com/nl/blog/klantenservice/hoe-beheer-je-klantenservice-op-meerdere-platformen-tips-voor-marktplaatsverkopers/) - [Improve Customer Experience: 7 Steps of Personalization Strategy](https://pexly.com/blog/customer-care/improve-customer-experience-7-steps-of-personalization-strategy/) - [Klantenservice verbeteren: 7 stappen van personalisatie strategie](https://pexly.com/nl/blog/klantenservice/klantenservice-verbeteren-7-stappen-van-personalisatie-strategie/) - [After Sales Services Strategy: A Comprehensive Guide ](https://pexly.com/blog/customer-care/after-sales-services/) - [Web3 Customer Support: Power of Collaboration and Smart Contracts](https://pexly.com/blog/customer-care/web3-customer-support-power-of-collaboration-and-smart-contracts%ef%bf%bc/) - [Hoe een boze klant de-escaleren en de klantenservice verbeteren](https://pexly.com/nl/blog/klantenservice/hoe-een-boze-klant-de-escaleren-en-de-klantenservice-verbeteren/) - [How to De-Escalate an Angry Customer and Improve Customer Support](https://pexly.com/blog/customer-care/how-to-de-escalate-an-angry-customer-and-improve-customer-support/) - [OPTIMIZING SUPPORT: SHARED CUSTOMER SERVICE TEAM FOR LOW TICKET VOLUMES](https://pexly.com/blog/case-studies-articles/optimizing-support-shared-customer-service-team-for-low-ticket-volumes/) - [Pexly: Saving the World Through Remote Working Sustainability](https://pexly.com/blog/customer-care/pexly-saving-the-world-through-remote-working-sustainability/) - [Building Successful Remote Teams for Travel Arrangements Industry](https://pexly.com/blog/case-studies-articles/building-successful-remote-teams-for-travel-arrangements-industry/) - [Bad Customer Service - How to Not to Do, Funny Stories](https://pexly.com/blog/customer-care/bad-customer-service-how-to-not-to-do-funny-stories/) - [Ein dynamisches Duo: Die Kombination von Mensch und KI im Kundenservice](https://pexly.com/de/blog/unkategorisiert/ein-dynamisches-duo-die-kombination-von-mensch-und-ki-im-kundenservice/) - [Het dynamische duo: mensen en AI verbazen in klantenservice](https://pexly.com/nl/blog/geen-onderdeel-van-een-categorie/ai-en-klantenservice/) - [How to Scale Customer Support (Up and Down) Without Compromising Service](https://pexly.com/blog/customer-care/how-to-scale-up-and-down-customer-support-without-compromising-service/) - [Hoe schaal je klantenondersteuning (omhoog en omlaag) zonder afbreuk te doen aan de service](https://pexly.com/nl/blog/klantenservice/klantenservice-opschalen-en-afschalen/) - [How to Provide Great Hospitality and Travel Customer Service](https://pexly.com/blog/customer-care/how-to-provide-great-hospitality-and-travel-customer-service/) - [Hoe u een uitstekende klantenservice in de horeca en reisbranche kunt bieden](https://pexly.com/nl/blog/klantenservice/klantenservice-reisindustrie/) - [Gegevensbeveiliging is belangrijk: Pexly's streven naar ISO 27001-certificering](https://pexly.com/nl/blog/klantenservice/iso-27001-certificering/) - [Data Security Matters: Pexly's Commitment to ISO 27001 Certification](https://pexly.com/blog/customer-care/data-security-matters-pexlys-commitment-to-iso-27001-certification/) - [SaaS-klantondersteuning uitbesteden: Een game changer voor efficiëntie en gebruikerstevredenheid](https://pexly.com/nl/blog/klantenservice/verbeter-jouw-saas-klantondersteuning-met-pexly/) - [Outsourcing SaaS Customer Support: A Game Changer for Efficiency and User Satisfaction](https://pexly.com/blog/customer-care/outsourcing-saas-customer-support-a-game-changer-for-efficiency-and-user-satisfaction/) - [Benefits Of Using Live Chat Customer Support For Your Business](https://pexly.com/blog/customer-care/benefits-of-using-live-chat-customer-support-for-your-business/) - [Voordelen van Live Chat Customer Support voor uw bedrijf](https://pexly.com/nl/blog/klantenservice/voordelen-van-live-chat-customer-support-voor-uw-bedrijf/) - [AI vs menselijke inhoudsbeoordeling: Krachten bundelen voor veilig online zakendoen](https://pexly.com/nl/blog/klantenservice/ai-vs-menselijke-inhoudsbeoordeling-krachten-bundelen-voor-veilig-online-zakendoen-2/) - [AI vs Human Content Moderation: Combining Forces for Safe Online Business](https://pexly.com/blog/customer-care/ai-and-human-content-moderation-combining-forces-for-safe-online-business/) - [The Pros and Cons of In-House vs Outsourcing KYC Solutions](https://pexly.com/blog/customer-care/the-pros-and-cons-of-in-house-vs-outsourcing-kyc-solutions/) - [Customer Service In the Gaming Industry: Specifics And Challenges](https://pexly.com/blog/customer-care/customer-service-in-the-gaming-industry-specifics-and-challenges/) - [Comprehensive Guide To Financial Service Outsourcing](https://pexly.com/blog/customer-care/comprehensive-guide-to-outsourcing-financial-services/) - [Pexly Named as Top Customer Support Service in Clutch Leader Matrix](https://pexly.com/blog/customer-care/pexly-achieves-clutch-leader-matrix-for-exceptional-customer-support-service/) - [Pexly sichert sich seinen Platz unter den führenden Dienstleistern für Kundenservice in der Clutch Leaders Matrix](https://pexly.com/de/blog/kundenbetreuung/pexly-sichert-sich-seinen-platz-unter-den-fuehrenden-dienstleistern-fuer-kundenservice-in-der-clutch-leaders-matrix/) - [Customer Support for Instagram Shops: 10 Tips to Deliver a Successful Service](https://pexly.com/blog/customer-care/customer-support-for-instagram-shops-10-tips-to-deliver-a-successful-service/) - [Why Should You Combine a Customer Service For Your Amazon Shop & E-store](https://pexly.com/blog/customer-care/why-combine-a-customer-service-for-amazon-shop-e-store/) - [Tech Support & NOC Team voor een wereldwijd telecombedrijf ](https://pexly.com/nl/blog/case-studies/tech-support-noc-team-voor-een-wereldwijd-telecombedrijf/) - [The Complete Guide to Building a Customer Support Team](https://pexly.com/blog/customer-care/the-complete-guide-to-building-a-customer-support-team/) - [Enhancing Customer Experience for Augmented Reality Company](https://pexly.com/blog/case-studies-articles/enhancing-customer-experience-for-augmented-reality-company/) - [Clutch zeichnet Pexly als Top Anbieter für Kundensupport aus](https://pexly.com/de/blog/kundenbetreuung/clutch-zeichnet-pexly-als-top-anbieter-fuer-kundensupport-aus/) - [Clutch Recognizes Pexly as a Top Customer Support Outsourcing Provider](https://pexly.com/blog/customer-care/clutch-recognizes-pexly-as-a-top-customer-support-outsourcing-provider/) - [Best Help Desk Software Solutions for a Better Customer Experience](https://pexly.com/blog/customer-care/best-help-desk-software-solutions-for-a-better-customer-experience/) - [TOP 7 Customer Experience Trends of 2023](https://pexly.com/blog/customer-care/top-7-customer-experience-trends-of-2023/) - [Een klantenservice samenstellen voor een wereldwijd cosmeticamerk](https://pexly.com/nl/blog/case-studies/aufbau-eines-kundenserviceteams-fur-eine-globale-kosmetikmarke/) - [B2B Customer Service: What It Is and How To Do It Well](https://pexly.com/blog/customer-care/b2b-customer-service-what-it-is-and-how-to-do-it-well/) - [B2B Customer Satisfaction](https://pexly.com/blog/customer-care/b2b-customer-satisfaction/) - [Customer Service Team for Santa](https://pexly.com/blog/customer-care/santa-is-a-busy-bee-during-the-christmas-season/) - [Customer Satisfaction vs. Customer Loyalty (& How to Improve Them)](https://pexly.com/blog/customer-care/customer-satisfaction-vs-customer-loyalty-how-to-improve-them/) - [What is Omnichannel Customer Service & Why It is Better to Outsource It](https://pexly.com/blog/customer-care/what-is-omnichannel-customer-service-why-it-is-better-to-outsource-it/) - [Was ist Omnichannel Kundenservice und wie können Customer Care Dienstleister Ihnen dabei helfen?](https://pexly.com/de/blog/kundenbetreuung/was-ist-omnichannel-kundenservice-und-wie-koennen-customer-care-dienstleister-ihnen-dabei-helfen/) - [How Much Does It Cost to Outsource Customer Support? ](https://pexly.com/blog/customer-care/how-much-does-it-cost-to-outsource-customer-support/) - [Wie viel kostet Contact Center Outsourcing eigentlich?](https://pexly.com/de/blog/kundenbetreuung/wie-viel-kostet-contact-center-outsourcing-eigentlich/) - [Remote Customer Support vs. On-site Customer Support](https://pexly.com/blog/customer-care/remote-customer-support-vs-on-site-customer-support/) - [Von "remote Staffing" bis Contact Center: Remote Arbeitsformen im Kundenservice](https://pexly.com/de/blog/kundenbetreuung/von-remote-staffing-bis-contact-center-remote-arbeitsformen-im-kundenservice/) - [German speaking Customer Support Representative](https://pexly.com/blog/careers/german-speaking-customer-support-representative/) - [8 Key Customer Service Problems (and How to Resolve Them)](https://pexly.com/blog/customer-care/8-key-customer-service-problems-and-how-to-resolve-them/) - [What Is SLA in Outsourcing Customer Support? Service Level Agreements And Their Role In Business](https://pexly.com/blog/customer-care/what-is-sla-in-outsourcing-customer-support-service-level-agreements-and-their-role-in-business/) - [Wat is een SLA bij het uitbesteden van klantenondersteuning? Service Level Agreements en hun rol in het bedrijfsleven](https://pexly.com/nl/blog/geen-onderdeel-van-een-categorie/wat-is-een-sla-bij-het-uitbesteden-van-klantenondersteuning-service-level-agreements-en-hun-rol-in-het-bedrijfsleven/) - [The Manifest Names Pexly as One of the Most-Reviewed Global Data Entry Service Providers](https://pexly.com/blog/customer-care/the-manifest-names-pexly-as-one-of-the-most-reviewed-global-data-entry-service-providers/) - ["The Manifest" erwähnt Pexly als einen der am häufigsten bewerteten globalen Dienstleister für Datenerfassung](https://pexly.com/de/blog/kundenbetreuung/the-manifest-erwaehnt-pexly-als-einen-der-am-haeufigsten-bewerteten-globalen-dienstleister-fuer-datenerfassung/) - [10 Types of Customers and What They Need](https://pexly.com/blog/customer-care/10-types-of-customers-and-what-they-need/) - [7 Ways to Deliver Excellent Customer Service](https://pexly.com/blog/customer-care/7-ways-to-deliver-excellent-customer-service/) - [What is Customer Perception — a Comprehensive Guide](https://pexly.com/blog/customer-care/what-is-customer-perception/) - [Onshore vs. Offshore Call Center Outsourcing: an Ultimate Guide](https://pexly.com/blog/customer-care/onshore-vs-offshore-call-center-outsourcing/) - [Top Things You Should Know Before Hiring a Call Center](https://pexly.com/blog/customer-care/top-things-you-should-know-before-hiring-a-call-center/) - [Chatbot vs. Live Chat: Which One is Right for You?](https://pexly.com/blog/customer-care/chatbot-vs-live-chat/) - [Content moderatie service voor een wereldwijde online marktplaats](https://pexly.com/nl/blog/case-studies/content-moderatie-service-voor-een-wereldwijde-online-marktplaats/) - [Content moderation service for a global online marketplace](https://pexly.com/blog/case-studies-articles/content-moderation-services-for-onlinemarketplace/) - [Call Centers vs Help Desk BPO Services: What's the Difference?](https://pexly.com/blog/customer-care/call-center-and-help-desk-services/) - [8 voordelen van het van Content Moderatie uitbesteden](https://pexly.com/nl/blog/klantenservice/top-8-voordelen-van-uitbesteding-van-moderatie-van-content/) - [Top 8 Benefits of Content Moderation Outsourcing](https://pexly.com/blog/customer-care/content-moderation-outsourcing/) - [French-Speaking Customer Support Agent](https://pexly.com/blog/careers/french-speaking-customer-support-agent/) - [When Ecommerce Customer Service Outsourcing Makes Sense](https://pexly.com/blog/customer-care/outsource-customer-service/) - [Technical Support vs Customer Support: What’s the Difference?](https://pexly.com/blog/customer-care/technical-support-vs-customer-support/) --- # # Detailed Content ## Pages - Published: 2024-01-26 - Modified: 2024-01-26 - URL: https://pexly.com/faq/what-is-bpo/ What is BPO? Business Process Outsourcing, or BPO, is when a company hires another company to handle specific tasks or functions for them. It's like delegating certain responsibilities, such as customer support or data management, to an external partner. This allows the hiring company to streamline its operations and concentrate on its core activities, while the BPO provider specializes in and efficiently manages the delegated tasks. In simple terms, it's a strategic collaboration where each party focuses on what they do best. Learn more about BPO --- - Published: 2023-11-24 - Modified: 2023-11-24 - URL: https://pexly.com/faq/what-determines-how-intelligent-an-ai-chatbot-is/ What determines how intelligent an AI chatbot is? The intelligence level of an AI chatbot is determined by multiple factors such as the amount and quality of data it receives during training, the complexity of its text processing and generation algorithms, the developers' expertise in natural language processing (NLP) techniques, and the availability of computational resources. Chatbots are continually advancing and becoming more sophisticated in conducting complex conversations. However, despite these advancements, there is still considerable room for improvement, and it is improbable that chatbots will ever be able to completely emulate human intelligence. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-11-03 - Modified: 2023-11-03 - URL: https://pexly.com/faq/the-difference-between-chatbot-and-ai-chatbot/ The Difference Between Chatbot and AI Chatbot Chatbots are a program that simulates conversation with humans. They are often used in customer service to answer questions and provide support. Chatbots are rule-based, meaning they follow a set of pre-programmed rules to respond to users. AI chatbots are a type of chatbot that uses artificial intelligence to understand and respond to users in a more natural and intelligent way. AI chatbots use a variety of techniques, such as natural language processing (NLP) and machine learning, to understand the meaning of user input and create responses that are relevant and helpful. Main difference in AI chatbots from rule-based chatbots is that they can understand and respond to open questions. Rule-based chatbots are limited to responding only to questions that they have programmed answers to. On the other hand, AI chatbots are capable of understanding the context of an issue and provide a response that is relevant and helpful, even if the question is open-ended or complex. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-11-03 - Modified: 2023-11-03 - URL: https://pexly.com/faq/where-to-install-an-ai-chatbot/ Where to install an AI chatbot? AI chatbot can be integrated into your website, mobile application and messaging platform or other online platforms that have its code implemented. Chatbots are operating in a website and can be managed from an Umni platform for example. There are plenty benefits to implementing a chatbot on your website. The statistics of the Juniper Research show that 43% of existing chatbots are located on websites, compared to 48 percent in messengers. This number is predicted to grow as web-based chatbots can act as a first line of contact for customers, answer frequently asked questions, and collect customer inquiries. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-10-27 - Modified: 2023-10-27 - URL: https://pexly.com/faq/ai-chatbot-what-is-it/ AI Chatbot - What is it? AI chatbot is a computer program that simulates conversations with human people in an intelligent and informative way. Some also call it intelligent conversational agent (ICA) or an intelligent conversational agent (IC). AI chatbots have grown in many different sectors. Including customer services, sales and marketing. They are used by all industries, bringing clients the most beneficial results of it. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-10-27 - Modified: 2024-01-26 - URL: https://pexly.com/faq/ FAQ AI chatbot What is an AI chatbot? How do AI chatbots work? What can AI chatbots do? Benefits of using AI chatbotsThe Difference Between chatbot and AI chatbotWhere to install an AI chatbot? What determines how intelligent an AI chatbot is? BPO What is BPO? Read more about AI chatbot solutions in Customer Support --- - Published: 2023-10-27 - Modified: 2023-10-27 - URL: https://pexly.com/faq/how-do-ai-chatbots-work/ How do AI chatbots work? AI chatbots have the ability to find out users' intentions which helps to respond in an effective way. To assess users' behaviour, the process is combined by machine learning and NLP. Machine learning allows AI chatbots to learn from their interactions with users and improve their performance over time. While NLP (natural language processing) have the capability to understand human language, in terms of definition and context. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-10-27 - Modified: 2023-10-27 - URL: https://pexly.com/faq/what-can-ai-chatbots-do/ What can AI chatbots do? AI chatbots can be used for a variety of purposes, including: Customer service: AI chatbots can be used to provide 24/7 customer support, answer questions, and resolve issues quickly and efficiently. Sales and marketing: AI chatbots are useful for the generation of leads, qualify prospects and answer sales questions. The combination of them can be used to personalize the marketing experience for each customer. Education and training: AI chatbots are used to provide personalized learning and training experiences for students and employees. Along with this, they can also be used to assess knowledge and provide feedback. Entertainment: The ability to create games, tell stories, and talk about the world is also possible with AI. It is also possible to use them for creating creative content, such as poems and code in the form of script, code, or music. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-10-27 - Modified: 2023-10-28 - URL: https://pexly.com/faq/benefits-of-using-ai-chatbots/ Benefits of using AI chatbots There are many benefits to using AI chatbots, including: Improved customer satisfaction: AI chatbots can provide customers with a fast and convenient way to get help, which leads to improved customer satisfaction. Reduced costs: AI chatbots can help businesses save costs on customer services costs. Increased efficiency: In order to increase the efficiency of businesses, AI chatbots can handle multiple conversations at the same time. Enhanced productivity: All tasks that are repetitive or time-consuming, AI chatbots can automate, freeing up employees to focus on more strategic and creative work. Personalized experiences: In addition, AI chatbots can be used to personalize the customer experience, which leads to increased trust and loyalty of clients. Read more about AI chatbot solutions in Customer Support --- - Published: 2023-08-09 - Modified: 2023-08-09 - URL: https://pexly.com/case-studies/ Case studies - Pexly Home Services Customer Care Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Serivce AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Phone Email Messenger Social Media Case studies Blog About us Team How we work Culture Careers FAQ EN NL +31 75 808 0275 Get a Quote +31 75 808 0275 CASE STUDIES All Customer Support Back Office Support How AI Reduced Turnover in the Customer Service Department Customer service departments often face high pressure due to repetitive tasks, a large volume of incoming inquiries, and the constant challenge of keeping customers satisfied. This can lead to stress,... Read more May 2, 2025 4 min read Optimizing Multilingual Support: How Pexly Improved Efficiency & Customer Experience Business Problem:The client was dealing with multiple problems within their customer support department. Most of the issues stemmed from a large number of customer inquiries with questions about produ... Read more Mar 28, 2025 3 min read Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel Company Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel CompanyCompany BioThe client, a company based in Barcelona, Spain, operates in the luxury hospital... Read more Jun 21, 2024 3 min read Customer Support Building a High-Level Customer Service Team for a Global Wellness Brand Building a High-Level Customer Service Team for a Global Wellness BrandChallenge - Building a Customer Service TeamPexly had to build a team of diverse agents who would... --- - Published: 2023-08-09 - Modified: 2023-08-09 - URL: https://pexly.com/nl/case-studies/ Case studies - Pexly Home Services Customer Care Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Serivce AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Phone Email Messenger Social Media Case studies Blog About us Team How we work Culture Careers FAQ EN NL +31 75 808 0275 Get a Quote +31 75 808 0275 CASE STUDIES All Customer Support Back Office Support How AI Reduced Turnover in the Customer Service Department Customer service departments often face high pressure due to repetitive tasks, a large volume of incoming inquiries, and the constant challenge of keeping customers satisfied. This can lead to stress,... Read more May 2, 2025 4 min read Optimizing Multilingual Support: How Pexly Improved Efficiency & Customer Experience Business Problem:The client was dealing with multiple problems within their customer support department. Most of the issues stemmed from a large number of customer inquiries with questions about produ... Read more Mar 28, 2025 3 min read Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel Company Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel CompanyCompany BioThe client, a company based in Barcelona, Spain, operates in the luxury hospital... Read more Jun 21, 2024 3 min read Customer Support Building a High-Level Customer Service Team for a Global Wellness Brand Building a High-Level Customer Service Team for a Global Wellness BrandChallenge - Building a Customer Service TeamPexly had to build a team of diverse agents who would... --- - Published: 2023-06-21 - Modified: 2026-02-16 - URL: https://pexly.com/customer-support/customer-care/ “In our experience, Pexly offers a high return on our customer support outsourcing investment. Many successful meetings with potential clients were won solely on the work they completed. On a personal note, it was a pleasure working with Pexly, and certainly should we require their expertise in the future, Pexly will be the first business we speak to. ” Rene Bollier, OnRecruit, Netherlands “Pexly has been able to dramatically raise the company’s customer satisfaction to 80%, which is above 5% of the benchmark. The client has also been impressed with customer support with Pexly, particularly their rapid learning abilities, which allows them to provide high-caliber services. They’re responsive, flexible, supportive, and helpful. “ Pawel Dziadzia, Head of Operations, Shpock Austria “Pexly Support mastered the role quickly and they all of the client’s needs. They proactively seek feedback and are very responsive. Exhibiting great project management skills, they provide great service and have an effective workflow. Customer support with Pexly means agents are always available and, the team is always on hand if needed. “ Emma Schuster, Customer Success Lead, Sweatcoin UK “Our main goal of cooperation with Pexly was to support outbound marketing activities through lead generation. Our dedicated agent, hired by Pexly, was able to continually deliver leads based on specific requirements and perform additional tasks upon request. Through regular communication and deep understanding of our company’s needs they delivered high quality results and adhere to deadlines. The customer support outsourcing services they provided helps reach our business objectives.... --- - Published: 2023-06-21 - Modified: 2024-05-09 - URL: https://pexly.com/nl/klantenservice/customer-care/ “In our experience, Pexly offers a high return on our customer support outsourcing investment. Many successful meetings with potential clients were won solely on the work they completed. On a personal note, it was a pleasure working with Pexly, and certainly should we require their expertise in the future, Pexly will be the first business we speak to. ” Rene Bollier, OnRecruit, Netherlands “Pexly has been able to dramatically raise the company’s customer satisfaction to 80%, which is above 5% of the benchmark. The client has also been impressed with customer support with Pexly, particularly their rapid learning abilities, which allows them to provide high-caliber services. They’re responsive, flexible, supportive, and helpful. “ Pawel Dziadzia, Head of Operations, Shpock Austria “Pexly Support mastered the role quickly and they all of the client’s needs. They proactively seek feedback and are very responsive. Exhibiting great project management skills, they provide great service and have an effective workflow. Customer support with Pexly means agents are always available and, the team is always on hand if needed. “ Emma Schuster, Customer Success Lead, Sweatcoin UK “Our main goal of cooperation with Pexly was to support outbound marketing activities through lead generation. Our dedicated agent, hired by Pexly, was able to continually deliver leads based on specific requirements and perform additional tasks upon request. Through regular communication and deep understanding of our company’s needs they delivered high quality results and adhere to deadlines. The customer support outsourcing services they provided helps reach our business objectives.... --- - Published: 2023-06-21 - Modified: 2024-01-24 - URL: https://pexly.com/de/kundenbetreuung/ “In our experience, Pexly offers a high return on our customer support outsourcing investment. Many successful meetings with potential clients were won solely on the work they completed. On a personal note, it was a pleasure working with Pexly, and certainly should we require their expertise in the future, Pexly will be the first business we speak to. ” Rene Bollier, OnRecruit, Netherlands “Pexly has been able to dramatically raise the company’s customer satisfaction to 80%, which is above 5% of the benchmark. The client has also been impressed with customer support with Pexly, particularly their rapid learning abilities, which allows them to provide high-caliber services. They’re responsive, flexible, supportive, and helpful. “ Pawel Dziadzia, Head of Operations, Shpock Austria “Pexly Support mastered the role quickly and they all of the client’s needs. They proactively seek feedback and are very responsive. Exhibiting great project management skills, they provide great service and have an effective workflow. Customer support with Pexly means agents are always available and, the team is always on hand if needed. “ Emma Schuster, Customer Success Lead, Sweatcoin UK “Our main goal of cooperation with Pexly was to support outbound marketing activities through lead generation. Our dedicated agent, hired by Pexly, was able to continually deliver leads based on specific requirements and perform additional tasks upon request. Through regular communication and deep understanding of our company’s needs they delivered high quality results and adhere to deadlines. The customer support outsourcing services they provided helps reach our business objectives.... --- - Published: 2022-11-16 - Modified: 2026-02-16 - URL: https://pexly.com/customer-support/tech-support-help-desk/ Tech Support and Help Desk - Pexly Services Human-Led Customer Support Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Service NOC Outsourcing Intelligent AI Agent Industries E-Commerce Telecom SaaS/IT Travel Case studies Blog About us Team How we work Culture Careers FAQ EN NL DE +31 75 808 0275 Get a Quote +31 75 808 0275 Technical Support & Helpdesk That Works When Your Business Can’t Afford Downtime Boost your operational efficiency with our Tech Support and Help Desk outsourcing services. 24/7, T1-T3 Support to streamline customer issue resolution and enhance user satisfaction. Get A Quote Projects 0 Staff agents 0 CSAT 0 Languages 0 Support That Solves Problems Before They Become Incidents Modern businesses run on technology. When systems fail, customers wait, teams stall, and revenue is put at risk. Our outsourced, multilingual, 24/7 technical support and helpdesk service is designed to eliminate downtime, protect customer trust, and scale with your operations – without the cost and complexity of building in-house support. We meet frustration with patience so your users always get the help they need. We deliver human-led technical support, enhanced by AI-driven efficiency, across every channel your users rely on – voice, email, chat, messaging, and ticketing platforms. The result is fast, consistent, and empathetic support that resolves issues before they escalate and keeps your business moving. • Always-on, 24/7 coverage • Multilingual support across global time zones • Multichannel service with unified case management • Custom workflows aligned to your SLAs,... --- - Published: 2022-11-16 - Modified: 2024-05-08 - URL: https://pexly.com/nl/klantenservice/technische-ondersteuning-en-helpdesk/ Tech Support and Help Desk - Pexly Home Services Customer Care Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Serivce AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Phone Email Messenger Social Media Case studies Blog About us Team How we work Culture Careers FAQ EN NL DE +31 75 808 0275 Get a Quote +31 75 808 0275 Technical Support & Help Desk Support Boost your operational efficiency with our Tech Support and Help Desk outsourcing services. 24/7, T1-T3 Support to streamline customer issue resolution and enhance user satisfaction. Get A Quote Projects 0 Staff agents 0 CSAT 0 Languages 0 Tech Support & Help Desk One of the great benefits of Pexly’s outsourcing customer care service is that you can hire top-quality technical talent for a fraction of the cost of doing so in your local market. Pexly Customer support works with all existing tools Tier 1 Service support agents We provide 24/7 expert product and service support agents for even the most complex and difficult tickets. Technical computer skills are very advanced in Eastern Europe. Over the last decades, the region became a leader in the IT development industry. From education to day-to-day life, many Eastern Europeans have deep knowledge and interest in technical matters. Our specialists will become an eminent part of your support team and together we will define clear guidelines for Tier 1 ticket solving and for escalation to your in-house specialists if needed.   T2 and T3... --- - Published: 2022-11-16 - Modified: 2023-05-08 - URL: https://pexly.com/de/technische-unterstuetzung-und-helpdesk/ Tech Support and Help Desk - Pexly Home Services Customer Care Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Serivce AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Phone Email Messenger Social Media Case studies Blog About us Team How we work Culture Careers FAQ EN NL DE +31 75 808 0275 Get a Quote +31 75 808 0275 Technical Support & Help Desk Support Boost your operational efficiency with our Tech Support and Help Desk outsourcing services. 24/7, T1-T3 Support to streamline customer issue resolution and enhance user satisfaction. Get A Quote Projects 0 Staff agents 0 CSAT 0 Languages 0 Tech Support & Help Desk One of the great benefits of Pexly’s outsourcing customer care service is that you can hire top-quality technical talent for a fraction of the cost of doing so in your local market. Pexly Customer support works with all existing tools Tier 1 Service support agents We provide 24/7 expert product and service support agents for even the most complex and difficult tickets. Technical computer skills are very advanced in Eastern Europe. Over the last decades, the region became a leader in the IT development industry. From education to day-to-day life, many Eastern Europeans have deep knowledge and interest in technical matters. Our specialists will become an eminent part of your support team and together we will define clear guidelines for Tier 1 ticket solving and for escalation to your in-house specialists if needed.   T2 and T3... --- - Published: 2022-10-24 - Modified: 2023-06-07 - URL: https://pexly.com/nl/klantenservice/klantenzorg/ Klantenservice uitbesteden met Pexly | Telefoondienst, Email, Chat! Home Diensten Klantenservice Technische Ondersteuning en Helpdesk Telefoonservice Uitbesteden AI Chatbot Klantenservice sociale media AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Telefoon E-mail Messenger Sociale media Case studies Blog Over ons Hoe wij werken Carrière +31 75 808 0275 Get a Quote +31 75 808 0275 Klantenservice uitbesteden met Pexly Wij werken 24/7. Of u nu een starter bent of een Fortune 500-bedrijf, u 1 agent of 100 agenten nodig heeft, wij geven het beste van onszelf aan alle bedrijven die wij bedienen. Mijn telefoondienst uitbesteden Home » Klantenservice » Klantenzorg Belangrijkste pijnpunt dat onze klantenondersteuning oplost Bij het zoeken naar een klantenservice outsource provider is het belangrijk om te begrijpen wat elk bedrijf te bieden heeft. U kunt erop vertrouwen dat Pexly u het volgende biedt: Kostenbesparingen Een van de grote voordelen van Pexly’s outsourcing customer care service is dat u toptalent kunt inhuren voor een fractie van de kosten in uw lokale markt Beheer van hoge kwaliteit Een hoog niveau van management en project QA behoren tot onze sterke punten. Wij hanteren een individuele aanpak, workflowontwikkeling, kennisbank, KPI’s, rapportage. Technisch onderlegd Klantenservice medewerkers moeten vaardig zijn met een breed scala aan CRM en omnichannel support tools. Onze agenten beschikken over de nodige vaardigheden om efficiënt te werken met de populairste tools op de markt. Brede pool van hooggekwalificeerde specialisten Pexly heeft vestigingen in vele regio’s, zodat u toegang heeft tot het beste talent dat de betreffende regio te... --- - Published: 2022-08-23 - Modified: 2025-03-21 - URL: https://pexly.com/nl/ AI Bot + Human Customer Support Solutions | Pexly Home Services Customer Care Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Serivce AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Phone Email Messenger Social Media Case studies Blog About us Team How we work Culture Careers FAQ EN NL DE +31 75 808 0275 Get a Quote +31 75 808 0275 Outsource Customer Support With World’s First AI+Human Call Center Solution by Pexly Transform your customer support with Pexly AI. Support your customers across multiple channels and 50+ languages, combining AI automation and expert human agents — all fully managed so your customers get answers before they even ask! Get a Quote Team Multilingual All communication Channels Support 24 / 7 Agents Worldwide Artificial Intelligence Customer Support Projects 0 Staff agents 0 + CSAT 0 Languages 0 + We Speak 50+ Languages Smart Customer Support with AI & Human Experts At Pexly, we make customer support faster and smarter with AI Bots and Human Agents working together. Our team sets up and trains a custom AI bot to instantly handle multilingual inquiries, while skilled agents take over when a human touch is needed. This balance of automation and expert support helps you respond quicker, build better customer relationships, and cut costs. Get reliable, scalable support—anytime, anywhere. Let’s Build Your Team More About Pexly Customer Support Services We Can Help You With Pexly helps you deliver outstanding customer support while reducing costs. Our AI Bots... --- - Published: 2022-08-23 - Modified: 2025-03-17 - URL: https://pexly.com/de/ AI Bot + Human Customer Support Solutions | Pexly Home Services Customer Care Tech Support and Help Desk Phone Answering Service AI Chatbot Social Media Customer Serivce AI Bot Industries E-Commerce Telecom SaaS/IT Travel Omnichannel Chat Phone Email Messenger Social Media Case studies Blog About us Team How we work Culture Careers FAQ EN NL DE +31 75 808 0275 Get a Quote +31 75 808 0275 Outsource Customer Support With World’s First AI+Human Call Center Solution by Pexly Transform your customer support with Pexly AI. Support your customers across multiple channels and 50+ languages, combining AI automation and expert human agents — all fully managed so your customers get answers before they even ask! Get a Quote Team Multilingual All communication Channels Support 24 / 7 Agents Worldwide Artificial Intelligence Customer Support Projects 0 Staff agents 0 + CSAT 0 Languages 0 + We Speak 50+ Languages Smart Customer Support with AI & Human Experts At Pexly, we make customer support faster and smarter with AI Bots and Human Agents working together. Our team sets up and trains a custom AI bot to instantly handle multilingual inquiries, while skilled agents take over when a human touch is needed. This balance of automation and expert support helps you respond quicker, build better customer relationships, and cut costs. Get reliable, scalable support—anytime, anywhere. Let’s Build Your Team More About Pexly Customer Support Services We Can Help You With Pexly helps you deliver outstanding customer support while reducing costs. Our AI Bots... --- - Published: 2022-08-23 - Modified: 2026-02-19 - URL: https://pexly.com/ “In our experience, Pexly offers a high return on our customer support outsourcing investment. Many successful meetings with potential clients were won solely on the work they completed. On a personal note, it was a pleasure working with Pexly, and certainly should we require their expertise in the future, Pexly will be the first business we speak to. ” Rene Bollier, OnRecruit, Netherlands “Pexly has been able to dramatically raise the company’s customer satisfaction to 80%, which is above 5% of the benchmark. The client has also been impressed with customer support with Pexly, particularly their rapid learning abilities, which allows them to provide high-caliber services. They’re responsive, flexible, supportive, and helpful. “ Pawel Dziadzia, Head of Operations, Shpock Austria “Pexly Support mastered the role quickly and they all of the client’s needs. They proactively seek feedback and are very responsive. Exhibiting great project management skills, they provide great service and have an effective workflow. Customer support with Pexly means agents are always available and, the team is always on hand if needed. “ Emma Schuster, Customer Success Lead, Sweatcoin UK “Our main goal of cooperation with Pexly was to support outbound marketing activities through lead generation. Our dedicated agent, hired by Pexly, was able to continually deliver leads based on specific requirements and perform additional tasks upon request. Through regular communication and deep understanding of our company’s needs they delivered high quality results and adhere to deadlines. The customer support outsourcing services they provided helps reach our business objectives.... --- - Published: 2022-04-06 - Modified: 2023-05-04 - URL: https://pexly.com/de/careers/ Sie sprechen Englisch, Deutsch, Spanisch, Italienisch, Französisch, Niederländisch, eine andere Sprache oder mehrere Sprachen? Willkommen bei Pexly! Werden Sie Teil eines weltweit führenden Anbieters für Kundenservice. Gemeinsam unterstützen wir Unternehmen und Organisationen weltweit, z. b. aus Europa, den USA oder Australien, indem wir Anfragen ihrer Kunden über Chat, E-Mail und Anrufe bearbeiten. Werden Sie eine Pexly Biene und Teil unseres freundlichen Bienenstocks. Offene Stellen Refer a friend We are a dynamic, fun-loving team of creative thinkers and passionate collaborators. Do you know someone who would match our open positions perfectly? Then hit Refer, provide all details in the email and get your bonus! Teilen Sie Ihren Lebenslauf Sie möchten unserem Team beitreten, sind sich aber nicht sicher, ob eine Stelle passt? Füllen Sie einfach das Formular hier aus und teilen Ihren Lebenslauf mit uns. Sie hören garantiert von uns. hbspt. forms. create({ region: "eu1", portalId: "25395951", formId: "1fd79f21-29ed-4c4e-9b2c-9516aca9ffbd" }); --- - Published: 2022-04-06 - Modified: 2022-08-04 - URL: https://pexly.com/careers/ Do you speak English, German, Spanish, Italian, French, Dutch, any other language, or, even better, multiple languages? Welcome to Pexly! Join our global leading outsourcing company. Together we support businesses and organizations from all over the world, Europe, the USA, and Australia, by handling their customer service inquiries through chat, email, and calls. Become a Buzzy Bee and join the Pexly Hive. Open positions    Refer a friend   We are a dynamic, fun-loving team of creative thinkers and passionate collaborators. Do you know someone who would match our open positions perfectly? Then hit Refer, provide all details in the email and get your bonus!  Send Your CV Want to join our team just not sure if we have this position open? Just fill out the form and attach your CV. We'll come back to you hbspt. forms. create({ region: "eu1", portalId: "25395951", formId: "1fd79f21-29ed-4c4e-9b2c-9516aca9ffbd" }); --- - Published: 2022-03-24 - Modified: 2022-04-28 - URL: https://pexly.com/example-how-we-work/ PEXLY is a trusted outsourcing partner for start-ups, SMEs, and larger organizations. Since our founding in 2015, we empower companies all over the world by providing cost-efficient multilingual omnichannel support with a strong focus on quality. Michel Mertens, Director28 april 2022Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Nunc vel risus commodo viverra maecenas accumsan. Commodo nulla facilisi nullam vehicula ipsum a. Sed ullamcorper morbi tincidunt ornare massa. Tincidunt lobortis feugiat vivamus at augue eget arcu dictum. In aliquam sem fringilla ut morbi tincidunt. Id leo in vitae turpis massa sed elementum tempus. Nulla facilisi etiam dignissim diam quis enim lobortis scelerisque. At in tellus integer feugiat scelerisque varius morbi enim. Ornare aenean euismod elementum nisi quis eleifend quam adipiscing. Laoreet suspendisse interdum consectetur libero id faucibus nisl tincidunt eget. Our Customers SayPexly has been able to dramatically raise the company's customer satisfaction to 80%, which is above 5% of the benchmark. The client has also been impressed with their rapid learning abilities, which allows them to provide high-caliber services. They're responsive, flexible, supportive, and helpful. Our main goal of cooperation with Pexly was to support outbound marketing activities through lead generation. Our dedicated agent, hired by Pexly, was able to continually deliver leads based on specific requirements and perform additional tasks upon request. Through regular communication and deep understanding of our company’s needs they delivered high quality results and adhere to deadlines. In our experience, Pexly offers a... --- - Published: 2022-02-16 - Modified: 2025-04-02 - URL: https://pexly.com/how-we-work/ PEXLY is a trusted outsourcing partner for start-ups, SMEs, and larger organizations. Since our founding in 2015, we empower companies all over the world by providing cost-efficient multilingual omnichannel support with a strong focus on quality. Best thinkable multilingual back office agents While back office tasks may seem trivial, they can cause a lot of headache if you ignore them for too long. Don’t let such problems get out of hand by hiring back office assistants to do the job for you. SettingexpectationsSourcingthe agentsTrainingthe agentsGoinglive Quality AssuranceReporting and results deliveringWe speak 30+ languagesOmnichannel support (Chat, Email, Phone, Messenger and Social Media)24/7365 days a yearSetting Expectations Before our agents handle their first chat, call or email, together with the client, we are setting the right expectations and parameters for the team. During intake calls with our HR and Operations departments, we will mutually determine: agent requirements and profile, desired Service Levels (SLA), required Key Performance Indicators (KPI), reporting frequency and escalation protocols. All of this is done to sync expectations from the top-down, from the Client to the Agent. Sourcing After determining the specifics of the program, we create an agent profile. Based on the hard and soft skills needed, we will source the right agents, with the right skills, in the right geography. Pexly has a pool of internal resources which we developed over the years, plus we work with global and local digital job fairs, recruitment platforms and recruiting agencies. All agents go through an online selection process and... --- - Published: 2022-02-16 - Modified: 2023-05-04 - URL: https://pexly.com/de/wie-wir-arbeiten/ PEXLY ist ein zuverlässiger Partner für Start-ups, KMUs und Enterprises,die nach einem besseren Kundenservice streben. Seit unserer Gründung im Jahr 2015 unterstützen wir Unternehmenauf der ganzen Welt, indem wir kosteneffiziente und mehrsprachige Kundensupport Dienstleisungenmit einem starken Fokus auf Qualität anbieten. Mehrsprachige Backoffice Assistent-/innen Während Backoffice Aufgaben trivial erscheinen mögen, können sie eine Menge Kopfschmerzen verursachen, wenn zu lange aufgeschoben werden. Lassen Sie einfache Verwaltungsaufgaben nicht außer Kontrolle geraten, indem Sie unsere Backoffice Assistent/-innen solche Aufgaben für Sie erledigen lassen. Erwartungen definierenTeammitglieder identifizierenTrainingLive gehenQualität sichernEvaluation und Reporting Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrErwartungen definieren Bevor unsere Agenten ihren ersten Chat angehen, einen Anruf tätigen oder eine E-Mail schreiben, legen wir gemeinsam mit dem Kunden die richtigen Erwartungen und Parameter für das Team fest. In Gesprächen mit HR und Operations definieren wir gemeinsam welche Anforderungen und Erwartungen an die Agenten gestellt werden, welche Service Levels (SLA) gewünscht sind, an welchen Key Performance Indikatoren (KPI) Sie sich orientieren und welche Berichtsfrequenz und Eskalationsprotokolle nötig sind. All dies geschieht, um die Erwartungen von oben nach unten zu synchronisieren, vom Kunden bis zum Agenten. Teammitglieder identifizieren Nachdem wir die Anforderungen und Parameter des Programms festgelegt haben, erstellen wir ein Agentenprofil (insofern Sie nicht bereits eines haben). Auf der Grundlage der benötigten Hard- und Soft Skills suchen wir Personen mit den passenden Fähigkeiten. Pexly kombiniert hierbei einen Pool interner Ressourcen, den wir im Laufe der Jahre entwickelt haben, mit globalen und lokalen digitalen... --- - Published: 2021-12-24 - Modified: 2023-05-15 - URL: https://pexly.com/de/das-pexly-team/ Warum Pexly? Wir sind ein etabliertes Unternehmen mit einer bewährten Erfolgsbilanz in Business Process und Customer Service Outsourcing. Sowohl die Gründer als auch das Managementteam verfügen über langjährige Erfahrung im Aufbau und Management internationaler Kontaktzentren. Die Kombination aus Fachwissen und bewährten Best Practices erlaubte uns den Aufbau eines kompetenten und mehrsprachigen Customer Service Unternehmens, das alle Kanäle weltweit abdeckt und Kundenerfahrungen verbessert. Wir orientieren uns dabei an Metriken wie Kundenzufriedenheit (CSAT), First Contact Resolution (FCR), Service Level Agreements (SLAs) und anderen Key Performance Indikatioren (KPI). Wir sind ein international tätiges Unternehmen mit (remoten) Mitarbeitern und Partnern auf der ganzen Welt: in Europa, den USA, Asien, sowie Nord- und Südamerika. Wir verstehen die vielschichtigen kulturellen und wirtschaftlichen Nuancen der Kundenbetreuung und sind in der Lage, eine für alle Lagen passende Lösung zu finden: die richtigen Mitarbeiter mit den richtigen Fähigkeiten, am richtigen Ort und zu den richtigen Kosten. Von einzelnen Mitarbeitern, die Sie in bestehende Teams integrieren, bis hin zu Turnkey-Lösungen für den gesamten Kundendienst, ist Pexly in der Lage eine Lösung zu entwickeln, die individuell auf die Anforderung unserer Kunden zugeschnitten ist. Unser CEO und unser Head of Operations sind stets aktiv in unsere Diensteislungen involviert. Wir freuen uns darauf, Sie bei unseren vierteljährlichen Business Reviews (QBR) zu sehen. Plannings appointments Business trip planning, agenda maintenance, appointment setting, gathering reports from subordinates or colleagues, personal urgent matters, this is your fully loaded hands-on assistant, having your back while you focus on your core business. Service support agents We provide expert... --- - Published: 2021-12-24 - Modified: 2024-04-16 - URL: https://pexly.com/privacy-and-gdpr-policy/ PEXLY (“us”, “we”, or “our”) operates thehttps://pexly. com website (hereinafter referred to as PRIVACY AND GDPR POLICY PEXLY (“us”, “we”, or “our”) operates the https://pexly. com website (hereinafter referred to as the “Service”). This page informs you of our policies regarding the collection,PRIVACY AND GDPR POLICY IntroductionEffective date: May 11, 2021PEXLY (“us”, “we”, or “our”) operates the https://pexly. com website (hereinafter referred to as the “Service”). This page informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data. With this policy, we inform you that in cases in which we are required to do so by law, we apply the GDPR rules regarding the collection, storage, use, handling, transfer and deletion of personal information. In all other cases, we apply applicable laws (including CCPA, where applicable) and internal rules and policies. Data Security, Transparency, Reliability, Standards of data protection and Compliance with legislation have always been the highest priority for our company. Table of ContentsPlease, find below the following information:What Is The GDPRWhat Data We Collect and How We Collect ItLegal Basis for Processing the Data and Key Principles of Data Usage and Storage in our companyYour RightsFinal Provisions 1. What Is The GDPR? The General Data Protection Regulation (GDPR) (EU) 2016/679 is a regulation in EU law on data protection and privacy, which came into effect on the 25th of May, 2018. The GDPR applies to all organizations operating within the... --- - Published: 2021-12-24 - Modified: 2025-04-02 - URL: https://pexly.com/team/ Why Pexly? Pexly is a dynamic and experienced company with a strong track record in Business Process Outsourcing (BPO), Customer Service outsourcing and AI development. Our founders and management team bring years of expertise in building and operating international contact centers, allowing us to integrate global best practices and advanced technology to deliver exceptional service. One of our main offerings is our AI Agent with Human Agent on top solution. This hybrid model boosts efficiency, speed, and scalability, while ensuring quality and emotional intelligence when needed. Our multilingual omnichannel organization is designed to perfectly understand and address your needs, whether you're operating in Europe, Asia, or the Americas. We bring together a diverse team of professionals who understand the cultural nuances of your business and ensure the right agents, with the right skills, at the right cost. At Pexly, we are deeply committed to customer satisfaction (CSAT), first contact resolution (FCR), service level agreements (SLAs), and other key performance indicators (KPIs). We offer flexibility—whether you need one outstaffed agent, managed by your team, or prefer a fully outsourced solution for your customer service activities, we tailor our services to meet your unique requirements. Plannings appointments Business trip planning, agenda maintenance, appointment setting, gathering reports from subordinates or colleagues, personal urgent matters, this is your fully loaded hands-on assistant, having your back while you focus on your core business. Service support agents We provide expert product and service support agents for even the most complex and difficult tickets. Technical computer skills... --- - Published: 2021-12-02 - Modified: 2022-07-27 - URL: https://pexly.com/omnichannel/call-center-customer-service-outsourcing/ Outsource your call center service to Pexly no matter if you need one agent or a hundred. Our team can cover any time zone with more than 20 languages. If we think about some of the biggest frustrations customers deal with when calling the support line,it's being placed on hold, the support is available only during certain hours and the inability to communicate with the support agent. Call center outsourcing can help you remove all of these roadblocks to streamline the customer experience. Our agents speak more than 20 languages andcan be available around the clock. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearCall Centre Outsourcing Consumers always want to speak to a live agent. With our IP connectivity, we are able to handle inbound calls from all over the world and make outbound calls to any number worldwide. For outbound calling, we use manual, automatic, and predictive dialing protocols. Depending on the set-up we establish, agents will handle calls with a softphone on their computer, or directly to a mobile phone in case the agent needs to be flexible or available 24/7. Not sure how much Customer Care Support will cost you? Just hit the button to get your personalized offerPexly Customer support works with all existing toolsSee What Our Customers Are Saying --- - Published: 2021-12-02 - Modified: 2022-07-27 - URL: https://pexly.com/omnichannel/chat-support/ Live chat is quickly becoming one of the most popular customer communication channels. Chat Support However, for many companies, providing live chat support can be difficult since they may not have the needed number of agents on staff. Our chat support services can help you expand your in-house team or set up a new and provide live support in more than 30 languages. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearChat Customer Support Live chat has been growing steadily over the last couple of years since it offers instant answers to inquiries. By simply adding our chat widget to your website or in your application, consumers can engage instantly in a one-on-one chat with your agent. Our omni channel platform enables agents to handle multiple chats at the same time, drastically decreasing the overall costs per contact. By adding several automatic introductory questions such as name, company and contact details, we are able to capture valuable information for later outreaches. Not sure how much Customer Care Support will cost you? Just hit the button to get your personalized offerPexly Customer support works with all existing toolsSee What Our Customers Are Saying --- - Published: 2021-12-02 - Modified: 2022-07-27 - URL: https://pexly.com/omnichannel/email-omnisupport/ When customers contact your company via email, they expect an answer within one hour. This is challenging for many companies since they may be inundated with emails and do not havethe human resources to answer such a quantity of emails. Our email customer support servicecan answer all of your customer emails within the time frame and style that you specify. Email Still the most often used communication channel in the B2B segment, but also still preferred by a large number of consumers in the B2C sector. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearEmail Customer Support Service While email may seem outdated, it is still preferred by a large number of consumers in the B2C sector. We can help you make sure that all of the emails get to theright recipients and are answered on time in accordance with the SLA. Our platform enables agents to quickly choose text templates, links, manuals, price lists from a knowledge base, to be able to answer swiftly and to minimize the chance of wrong information in the answers. --- - Published: 2021-12-02 - Modified: 2022-04-14 - URL: https://pexly.com/omnichannel/messenger-omnichannel/ With over 1 billion Facebook users worldwide,communication through messenger hasskyrocketed in the last two decades. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearMessenger With over 1 billion Facebook users worldwide, communication through messenger has skyrocketed in the last two decades. It is easy for customers using the Facebook Messenger mobile app or the desktop version on their computers, to drop in a text and receive an immediate response or to get their issue resolved. Pexly supports FB Messenger and WhatsApp as a part of our omnichannel offering, to make sure your customers are being answered instantly and given the correct information about your product, your brand, location of the nearest outlet, promo campaigns and anything else that triggered their request. --- - Published: 2021-12-02 - Modified: 2023-05-03 - URL: https://pexly.com/omnichannel/social-media-support-omnichannel/ The younger generation, especially, is using social media such as Facebook, Instagram, YouTube, TikTok more and more to get product and brand information, and make actual purchases. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearSocial Media The younger generation, especially, is using social media such as Facebook, Instagram, YouTube, TikTok more and more to get product and brand information, and even make actual purchases. We can integrate these modern communication channels within our omnichannel platform and engage with your customers instantly while they are on your company pages. Our agents will be able to provide your customer with additional information such as sizes, colors, warranties, out of stock, alternative products, delivery terms and COD. --- - Published: 2021-12-02 - Modified: 2023-05-04 - URL: https://pexly.com/de/omnikanal/ Um Ihren Kunden das Leben so einfachwie möglich zu machen, können wir mit ihnenüber verschiedene Kanäle kommunizieren:Telefon, Chat, E-Mail, Messenger, soziale Medien. Omnikanal Mit zunehmender Digitalisierung wird es immer schwieriger, bei Konsumenten ihre individuelle Customer Journey genau vorherzusagen. Sie wollen sofort Antworten auf ihre Anfragen, und zwar über den Kanal, den sie in diesem Moment gewählt haben. Um Anfragen aus verschiedenen Kanälen bearbeiten zu können, vereinheitlicht Pexly die verschiedenen Kommunikationskanäle in unserer omnichannel Plattform. Zusammen mit einer in der Plattform integrierten Wissensdatenbank und der nahtlosen Anbindung an CRM-Plattformen wie Zendesk, Hubspot und Salesforce sind unsere Mitarbeiter in der Lage, alle Anfragen schnell und unkompliziert zu bearbeiten. Wir werden alles tun, um die im Kundenservice gebräuchlichsten KPIs zu erreichen: Kundenzufriedenheit (CSAT) und First Contact Resolution (FCR). Telefon Obwohl Telefon als Kanal für Kundenservice an Beliebtheit verliert, gibt es immer noch genügend Kunden, die Serviceanfragen telefonisch stellen. Mit unserer IP-Konnektivität sind wir in der Lage, eingehende Anrufe aus der ganzen Welt zu bearbeiten und ausgehende Anrufe an jede Nummer weltweit zu tätigen. Chat Der Live-Chat ist der in den letzten Jahren am schnellsten wachsende Kommunikationskanal. Ermöglichen Sie Ihren Kunden sofortige Antworten auf Anfragen, wo immer sie sind. Integrieren Sie einfach unser Chat Widget auf Ihrer Website oder in Ihrer Anwendung. E-mail E-Mail bleibt nach wie vor einer der am häufigsten genutzten Kommunikationskanal im B2B-Segment, wird aber auch von vielen Kunden im B2C-Bereich genutzt. Wir garantieren eine professionelle Bearbeitung von E-Mails innerhalb festgelegter Service Level Agreements (SLA) durch intelligentes Routing von E-Mails an... --- - Published: 2021-12-02 - Modified: 2023-05-17 - URL: https://pexly.com/de/omnikanal/chat/ Live Chats entwickelt sich schnell zu einem der beliebtesten Kanäle für die Kundenkommunikation. Chat Support Für viele Unternehmen kann die Bereitstellung von Live-Chat-Support schwierig sein, da sie möglicherweise nicht über die erforderliche Anzahl von Mitarbeitern verfügen. Unsere Chat-Support-Dienste können Ihnen dabei helfen, Ihr internes Team zu erweitern oder ein neues einzurichten und Live-Support in mehr als 30 Sprachen zu bieten. Wir sprechen mehr als 20 Sprachen Omnikanal-Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrLassen Sie uns für Sie chatten Der Live-Chat hat in den letzten Jahren stetig zugenommen, da er sofortige Antworten auf Anfragen bietet. Indem Sie einfach unser Chat-Widget auf Ihrer Website oder in Ihrer Anwendung einfügen, können Verbraucher sofort in einen persönlichen Chat mit Ihrem Agenten eintreten. Unsere Omni-Channel-Plattform ermöglicht es Agenten, mehrere Chats gleichzeitig zu bearbeiten, was die Gesamtkosten pro Kontakt drastisch senkt. Durch das Hinzufügen mehrerer automatischer Einführungsfragen wie Name, Unternehmen und Kontaktdaten können wir wertvolle Informationen für spätere Kontaktaufnahmen erfassen. Sie wissen nicht, wie viel Sie der Kundenservice kosten wird? Klicken Sie einfach auf den Button, um Ihr persönliches Angebot zu erhaltenDer Pexly Kundensupport arbeitet mit allen gängigen ToolsSehen Sie, was unsere Kunden sagen  --- - Published: 2021-12-02 - Modified: 2023-05-17 - URL: https://pexly.com/de/omnikanal/telefon/ Lassen Sie sich beim Telefonieren von Pexly unter die Arme greifen. Für uns spielt es keine Rolle, ob Sie einen oder hundert Caller benötigen. Unser Team kann jede Zeitzone in mehr als 20 Sprachen abdecken. Wenn wir über einige der größten Frustfaktoren nachdenken, mit denen Kunden zu kämpfen haben, wenn sie eine Support-Hotline anrufen, kommt sofort die Warteschleife in den Sinn oder, dass der Support nur zu bestimmten für Kunden ungünstige Zeiten verfügbar ist. Unser Telefon/Callcenter Dienst kann Ihnen helfen, all diese Hindernisse aus dem Weg zu räumen, sodass Kunden jederzeit, sofort und in verschiedenen Sprachen mit Ihrem Unternehmen kommunizieren können und Sie dem Frustfaktor Support-Hotline ein Ende setzen können. Unsere Agenten sprechen mehr als 20 Sprachen und können rund um die Uhr erreichbar sein. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrLassen Sie uns für Sie telefonieren Trotz Kundenservice 2. 0 und digitaler Transformation schätzen Konsumenten nach wie vor den Kontakt zu Live-Mitarbeitern. Dank unserer IP-Konnektivität sind wir in der Lage, eingehende Anrufe aus der ganzen Welt anzunehmen und ausgehende Anrufe an jede beliebige Nummer weltweit zu tätigen. Für ausgehende Anrufe verwenden wir manuelle, automatische und vorausschauende Wählprotokolle. Je nach der von uns eingerichteten Konfiguration werden die Agenten die Anrufe über ein Softphone auf ihrem PC oder direkt über ein Mobiltelefon abwickeln, falls der Agent flexibel oder rund um die Uhr verfügbar sein muss. Sie wissen nicht, welche Ausgaben Sie für unseren Kundenvervice erwarten? Klicken Sie einfach auf... --- - Published: 2021-12-02 - Modified: 2023-05-04 - URL: https://pexly.com/de/omnikanal/e-mail/ Wenn sich Kunden per E-Mail an Unternehmen wenden, erwarten sie innerhalb weniger Stunden eine kompetente Antwort. Dies ist für viele Unternehmen eine Herausforderung, da sie mit E-Mails überschwemmt werden und nicht über ausreichendpersonelle Ressourcen verfügen, um die Menge an E-Mails zu beantworten, mit der sie konfrontiert werden. Unser E-Mail Support Dienst kann Ihrem Team helfen alle von Ihren Kunden erhaltene E-Mails innerhalbdes von Ihnen festgelegten Zeitrahmens und in der von Ihnen gewünschten Form zu beantworten. E-Mail Kommunikation E-Mails sind nach wie vor der am häufigsten genutzte Kommunikationskanal im B2B-Segment, werden aber auch von vielen Verbrauchern im B2C-Bereich genutzt. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrLassen Sie uns Ihre E-Mails schreiben E-Mail mag zwar veraltet erscheinen, wird aber immer noch von vielen Konsumenten im B2C-Bereich genutzt. Wir können Ihnen dabei helfen, sicherzustellen, dass alle E-Mails ihren richtigen Empfänger erreichen und rechtzeitig gemäß den SLAs beantwortet werden. Unsere Plattform ermöglicht es den für Sie arbeitenden Support Mitarbeitern, schnell Textvorlagen, Links, Handbücher oder Preislisten aus einer Wissensdatenbank auszuwählen, um schnell antworten zu können und dabei die Wahrscheinlichkeit von Fehlinformationen zu minimieren. --- - Published: 2021-12-02 - Modified: 2023-05-04 - URL: https://pexly.com/de/omnikanal/messenger-dienst/ Mit über 1 Milliarde Nutzer auf Facebook alleine,ist die Kommunikation über Messengerin den letzten zwei Jahrzehnten explodiert. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrLassen Sie uns Ihre Messages schreiben Mit über 1 Milliarde Nutzer auf Facebook alleine, ist die Kommunikation über Messenger in den letzten zwei Jahrzehnten explodiert. Für Kunden, die die Facebook Messenger App oder die Desktop-Version auf ihrem Computer nutzen, ist es einfach, einen Text zu schreiben und eine sofortige Antwort zu erhalten oder eine Lösung für ihr Problem zu finden. Pexly unterstützt FB Messenger und WhatsApp als Teil unseres omnichannel Angebots, um sicherzustellen, dass Ihre Kunden sofort eine Antwort erhalten und die richtigen Informationen über Ihr Produkt, Ihre Marke, den Standort der nächstgelegenen Filiale, Werbekampagnen und alles andere, was ihre Anfrage ausgelöst hat, erhalten. --- - Published: 2021-12-02 - Modified: 2023-05-08 - URL: https://pexly.com/de/omnikanal/social-media-dienst/ Nicht nur Gen-Z nutzt soziale Medien wie Facebook, Instagram, YouTube oder TikTok vermehrt, um sich über Produkte und Marken zu informieren und für Käufe. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrÜberlassen Sie uns Ihren Social Media Support Vermehrt alle Generation nutzen soziale Medien wie Facebook, Instagram, YouTube oder TikTok, um sich über Produkte und Marken zu informieren und sogar Käufe zu tätigen. Wir können diese modernen Kommunikationskanäle in unsere omnichannel Plattform integrieren und mit Ihren Kunden sofort in Kontakt treten, während sie noch browsen. Unsere Mitarbeiter können Ihren Kunden für eine Kaufentscheidung zusätzliche wertvolle Informationen wie Größen, Farben, Garantien, Produkte auf Lager, alternative Produkte oder Lieferbedingungen geben. --- - Published: 2021-12-02 - Modified: 2022-08-25 - URL: https://pexly.com/omnichannel/ To make it as easy as possible for yourconsumers, we can engage with themthrough various communication channels:Phone, Chat, Email, Messenger, Social Media. Omnichannel With digital development it becomes harder to predict an exact customer journey. Consumers want answers to their inquiries right away, and through the service channel they chose at that very moment. To be able to handle these different requests, Pexly unifies the various communication channels in our Omnichannel platform. Together with an in-built knowledge base and through seamless integration with CRM platforms such as Zendesk, Hubspot, and Salesforce, our agents are able to handle any and all inquiries instantly. We will do everything we can to reach the main KPIs in Customer Service: Customer Satisfaction (CSAT) and First Contact Resolution (FCR). Phone Although being used less and less, there are still enough consumers that want to speak to a live agent. With our IP connectivity we are able to handle inbound calls from all over the world and make outbound calls to any number worldwide Chat Live chat became the quickest growing communication channel in the last decades. Instant answers to inquiries, wherever you are. By simply adding our chat widget to your website or in your application... . . E-mail Still the most often used communication channel in the B2B segment, but also still preferred by a large number of consumers in the B2C sector. We guarantee the professional handling of emails within the set Service Level Agreement (SLA) through smart routing of emails to the... --- - Published: 2021-12-01 - Modified: 2023-03-31 - URL: https://pexly.com/nl/bpo-diensten/ We take care of your essential business tasks, so you can free up time and focus on the core aspects to grow your business. In the meantime we save you costs due to our efficient operating models. Taking care of your essential business tasks Back Office Services Most companies have back-office tasks which are not always noticeable but are an eminent part for the business to run smoothly. We are able to source for you excellent multilingual back office agents who will take this burden off your shoulders.  Data Entry & Cleaning Manually inputting data into the system is a very time consuming and tedious task. Hiring somebody in your local market for such tasks will probably not make sense from a cost perspective. Pexly can take care of these tasks... .  Order management Each and every customer is unique and probably standard orders are not a rule in your company. Delivery delays, size not available, COD, a particular color is out of stock, all of these moments require interactions with the customer.  Content Moderation Not all of the content posted by users on social media and company pages is suitable for the general public. And there are so many platforms today. Facebook, Twitter and LinkedIn just to name the most popular. Other back-end support Did you not find the services you need? Do you have specific back-end needs? Please leave your name and contact details and we will get back to you for an intake call. Whatever your request... --- - Published: 2021-12-01 - Modified: 2024-06-18 - URL: https://pexly.com/bpo-services/ We take care of your essential business tasks, so you can free up time andfocus on the core aspects to grow your business. In the meantime we save you costs due to our efficient operating models. Taking care of your essential business tasks Back Office Services Most companies have back-office tasks which are not always noticeable but are an eminent part for the business to run smoothly. We are able to source for you excellent multilingual back office agents who will take this burden off your shoulders. Data Entry & Cleaning Manually inputting data into the system is a very time consuming and tedious task. Hiring somebody in your local market for such tasks will probably not make sense from a cost perspective. Pexly can take care of these tasks... . Order management Each and every customer is unique and probably standard orders are not a rule in your company. Delivery delays, size not available, COD, a particular color is out of stock, all of these moments require interactions with the customer. Content Moderation Not all of the content posted by users on social media and company pages is suitable for the general public. And there are so many platforms today. Facebook, Twitter and LinkedIn just to name the most popular. Other back-end support Did you not find the services you need? Do you have specific back-end needs? Please leave your name and contact details and we will get back to you for an intake call. Whatever your request is,... --- - Published: 2021-12-01 - Modified: 2023-05-04 - URL: https://pexly.com/de/bpo-dienstleistungen/ Wir kümmern uns um Ihre wesentlichen Geschäftsaufgaben, damit Sie Zeit gewinnen und sich sich auf die Kernaspekte konzentrieren können, um Ihr Geschäft auszubauen. In der Zwischenzeit sparen wir Ihnen durch unsere effizienten Betriebsmodelle Kosten. Lassen Sie uns für sich arbeiten Back-Office Dienstleistungen In den meisten Unternehmen fallen zahlreiche Back-Office Aufgaben an, die nicht immer spürbar, aber für einen reibungslosen Geschäftsablauf von großer Bedeutung sind. Mit Pexly können Sie problemlos mit mehrsprachigen Back-Office Assistent/-innen arbeiten, die Ihnen diese mondäne Arbeitslast abnehmen.  Datenbankeingabe & Reinigung Die manuelle Eingabe von Daten und Datenbankpflege sind zeitraubende, mühsame und bei eigenen Mitarbeitern oft unpopuläre Aufgaben. Jemanden für solche Aufgaben vor Ort einzustellen, ist aus Kostengründen oft auch nicht sinnvoll. Pexly kann diese Aufgaben für Sie übernehmen.  Auftragsverwaltung So einzigartig wie jeder Kunde sind auch deren Bestellungen. Lieferverzögerungen, nicht verfügbare Größen, Rechnungen per Nachnahme, eine bestimmte Farbe ist nicht lieferbar ... all diese und weitere Themen erfordern Interaktionen mit dem Kunden. Wir helfen Ihnen bei der Abwicklung Ihrer Bestellungen, damit Sie zufriedene und loyale Kunden haben.  Content Moderation Nicht alle Inhalte, die von Nutzern in sozialen Medien und auf Websites gepostet werden, sind für die breite Öffentlichkeit geeignet. Bei dem heutigen Kaleidoskop an Plattformen wie Facebook, Twitter, LinkedIn und vielen anderen erfordert es Arbeit und Koordination, um den Überblick zu behalten. Lassen Sie uns den Inhalt von Userbeiträgen auf allen Platformen, auf denen Sie vertreten sind, auf Angemessenheit prüfen, sodass Sie sich sicher sein können, dass dort nichts steht, was dort nicht stehen sollte. Sonstiger Back-Office... --- - Published: 2021-12-01 - Modified: 2023-05-04 - URL: https://pexly.com/de/bpo-dienstleistungen/datenbankeingabe-reinigung/ Wenn es darum geht Daten in eine Datenbank einzugeben, wird es schnell ein teurer Spaß, wenn interne Mitarbeiter,die besser mit anderen Aufgaben betraut sind, solche einfachen Aufgaben übernehmen sollen. Lassen Sie diese ambesten an Aufgaben arbeiten, die den größten Mehrwert für Sie schaffen. Wir kümmern uns derweil umDatenbankeingabe- und Reinigung, sodass Ihre Datenbanken stets korrekt und aktuell sind und Ihre wichtigenMitarbeiter sich um das kümmern, was Sie am besten können. Wir aktualisieren und bereinigen Ihre Daten Die manuelle Eingabe von Daten in eine Datenbank ist eine der mühsamsten und zeitaufwändigsten Aufgaben, und obendrein bei Mitarbeitern unbeliebt. Ein Partner für Datenbankeingabe und Reinigung ist sowohl aus geschäftlicher als auch aus finanzieller Sicht ein sehr sinnvoller Schritt. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrLassen Sie uns Ihre Datenqualität sicherstellen Pexly kann Datenbankeingaben und Reinigung für Sie übernehmen. Unsere Datenbank Assistenten werden geschult sehr detailorientiert vorzugehen und die erforderlichen Aufgaben mit der höchstmöglichen Genauigkeit auszuführen. Auf diese Weise halten Sie Ihre Daten auf dem neuesten Stand, Ihre internen Mitarbeiter bei Laune, und erhöhen Produktivität, indem Sie ihnen diese Arbeit ersparen und gleichzeitig die Kosten für solche Operationen optimieren. Datenautomatisierung Durch eine Kombination bewährter Vorgehensweisen mit einem innovativen Mindset werden wir auch alle Möglichkeiten evaluieren, die Dateneingabe- und reinigung soweit möglich und sinnvoll zu automatisieren. So erhalten Sie den effizientesten Service zu den geringstmöglichen Gesamtausgaben. --- - Published: 2021-12-01 - Modified: 2023-05-04 - URL: https://pexly.com/de/bpo-dienstleistungen/conetent-moderation-soziale-medien/ Nicht alles, was Kunden auf Ihrer Website oder in den sozialen Medien schreiben, sollte auch so dort stehen. Es könnte Drohungen, Beleidigungen,Gewaltverherrlichungen, oder andere unangemessene oder verbotene Äußerungen umfassen. Alle Kommentare und Beiträge von internenMitarbeitern kontrollieren zu lassen ist zeit- und kostenintensiv. Lassen Sie uns den Inhalt von Userbeiträgen auf Angemessenheit prüfen,sodass Sie sich sicher sein können, dass dort nichts steht, was dort nicht stehen sollte. Moderation von nutzergenerierten Inhalten Um ein sicheres Umfeld für Ihre User zu schaffen, sollten Plattformen mit vielen nutzergenerierten Inhalten auch Content Moderation automatisieren, um schlechtes Verhalten in Echtzeit zu erkennen. Erfahren Sie mehr mit Pexly. com. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrEine konstruktive Richtung Eine Marketingregel besagt, dass schlechte Erfahrungen mit mindestens 7 anderen Personen geteilt werden. Gute Erfahrungen werden hingegen selten online geteilt. Unsere Mitarbeiter können nicht nur Beiträge und Kommentare verfolgen, die bereits gepostet sind, sondern auch online Diskussionen überwachen und moderieren und sie in eine konstruktive Richtung lenken. Regelmäßige Reports Sie erhalten nicht nur regelmäßige Berichte über moderierte Inhalte, sondern auch klare Erkenntnisse darüber, was die Öffentlichkeit und Ihre Kunden über Sie, Ihre Produkte, Ihre Dienstleistungen und Ihre Mitarbeiter denken. All das tun wir für Sie, damit Sie das Image und den Ruf Ihres Unternehmens verbessern können. --- - Published: 2021-12-01 - Modified: 2023-05-04 - URL: https://pexly.com/de/bpo-dienstleistungen/auftragsverwaltung/ Jede Bestellung ist auf ihre eigene Art und Weise einzigartig. Manchmal gibt es besondere Lieferanweisungen, eine andere Zahlungsmethode,Änderungen vor der Lieferung und viele weitere Nuancen. Mit unseren Order Management Dienstleisungen können Sie alle Änderungen IhrerKundenbestellung im Blick behalten, um nicht nur eine korrekte Lieferung sicherzustellen, sondern Ihren Kunden auch einen Kundenservice zu bieten,den sie ihren Freunden und ihrer Familie empfehlen würden. Kundenkommunikation Gute Kundenkommunikation kennt keinen einheitlichen Ansatz für alle Kunden. Wir können Ihnen helfen, jedem Kunden einen maßgeschneiderten Service zu bieten, um ihm bei der Verwaltung seiner Bestellungen zu helfen. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrIhre internen Prozesse Nach einer Bestellung ist vor der Abwicklung und Lieferung. Wir sind in der Lage, den gesamten Bestellvorgang für Sie zu koordinieren, angefangen vom Eingang einer Bestellung bis hin zur Lieferung. Wir werden uns sorgfältig an ihren internen Prozessen orientieren, um sicherzustellen, dass alle von uns abgewickelten Bestellungen korrekt verarbeitet, in das System eingegeben, bearbeitet und schließlich an Ihre Kunden ausgeliefert werden. Erhöhen Sie Ihre Kundenbindung Gemäß Best Practices kommunizieren wir auch gerne mit Ihren Kunden nach ihrem Einkauf, sodass Sie wertvolles Feedback über Ihre Produkte und Dienslteistungen erhalten und mit ein wenig Glück und Geschick zufriedene und loyale Kunden bekommen, die immer wieder bei Ihnen einkaufen. --- - Published: 2021-12-01 - Modified: 2023-05-17 - URL: https://pexly.com/de/bpo-dienstleistungen/sonstiger-back-office-support/ Haben Sie die gewünschten Dienstleistungen nicht gefunden? Ihre Anforderungen sind spezieller? Beratungstermin für spezielle Bedürfnisse Haben Sie die gewünschten Dienstleistungen nicht gefunden? Ihre Anforderungen sind spezieller? Bitte hinterlassen Sie Ihren Namen und Ihre Kontaktdaten und wir melden uns bei Ihnen, um einen individuellen Beratungstermin zu vereinbaren. Wir sprechen mehr als 20 Sprachen Omnikanal Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrSie haben Kundenservice Anforderungen, die sehr speziell sind? Manchmal kommt es vor, dass wir für Kunden mit sehr speziellen Anforderungen ein einzigartiges allein auf sie getrimmtes Dienstleistungspaket für ihren Kundenservice entwerfen. Sollten Sie also back-office Support benötigen, den Sie auf unserer Website noch nicht gefunden haben, hinterlassen Sie bitte trotzdem Ihren Namen und Ihre Kontaktdaten. Wir werden uns mit Ihnen in Verbindung setzen, um einen unverbindlichen Termin zur Besprechung Ihres Anliegens zu vereinbaren. --- - Published: 2021-12-01 - Modified: 2024-06-18 - URL: https://pexly.com/bpo-services/database-entry-and-cleaning/ When you need to enter new data into a database, it would not be worthwhile to have an in-house team member perform such low-level tasks. The time they would have to spend alone would be too costly and would not make much business sense. This is a job for database entry outsourcing services that can provide you with all of the additional help you need to accurately enter all of the information you need within the specified time period. We will enter and clean your data Manually inputting data into a database is one of the most tedious and time consuming tasks that employees hate doing. Outsourcing such tasks makes a lot more sense from both the business and financial perspective. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearWe can take care of these tasks Pexly can help take care of such tasks for you. Our data entry assistants are very detail-oriented and will perform the needed tasks with the highest accuracy possible. This way you are keeping your internal employees happy by not making them do such work and keeping costs down at the same time. Automating the data Combining our experience and innovative attitude, we will also explore the possibility of automating the data entry/cleaning process, making sure you get the most efficient service at the lowest possible total spendings. --- - Published: 2021-12-01 - Modified: 2022-04-14 - URL: https://pexly.com/bpo-services/order-management/ Every customer order is unique in its own way. Sometimes there are special delivery instructions, change the payment method, edit the order, and many other things. Our order management services can help you stay on top of any changes in your customer order to not only ensure the delivery but provide your customers with the type of service they would recommend to their friends and family. Interaction with the customer When working with customers, there is no one-size-fits-all approach. We can help you provide each customer with tailored service to help them manage their orders. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearYour internal processes After the order comes the fulfilment and delivery. We are able to coordinate the entire order process for you, starting from the (online) receipt all the way to the delivery. We will thoroughly follow all of your internal processes to make sure that the orders are processed correctly, entered into the system, status is edited and eventually delivered to your customer. Engage with your customer As a best practice, we will be happy to engage with your customer with an after sales call or chat, so that you will receive valuable information about your services and hopefully create a loyal repeat customer. --- - Published: 2021-12-01 - Modified: 2022-04-14 - URL: https://pexly.com/bpo-services/content-moderation-social-media/ Not everything customers post on your website or social media pages are fit to print. There could be profanity, threats, abusive language, and many other prohibited speech. However, it would be too time-consuming to read all of the comments and posts yourself. This is why you should hire our content moderation services to do this for you. User-generated content moderation To provide safer environments for users, platforms should leverage automated content moderation to identify bad behavior in real-time. Learn more with Pexly. com. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearA constructive direction As a marketing rule, bad experiences are shared with a minimum of 7 other people. Good experiences are rarely shared online. In addition to tracking postings and comments, our agents can monitor and moderate online discussions and steer these discussions in a constructive direction. Receive regular reports You will receive not only regular reports on content moderated, but also clear insights into what the public and your customers think about you, your products, your services and your staff. We do all of this for you so you will be able to improve your company’s image and reputation. --- - Published: 2021-12-01 - Modified: 2024-06-18 - URL: https://pexly.com/bpo-services/other-back-office-needs/ Did you not find the services you need? Do you have specific back-end needs? Intake call Did you not find the services you need? Do you have specific back-end needs? Please leave your name and contact details and we will get back to you for an intake callWe speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearSpecific back-end needs? Did you not find the services you need? Do you have specific back-end needs? Please leave your name and contact details and we will get back to you for an intake call. Whatever your request is, we are certain that we can source the right agent for you, with the right skills, in the right place at the right costs. --- - Published: 2021-11-03 - Modified: 2023-05-08 - URL: https://pexly.com/de/unterstuetzung-fuer-den-elektronischen-handel/ Da immer mehr Kunden online einkaufen, suchen Einzelhändler nach neuen Wegen, um neue Kunden zu gewinnen und bestehende Kunden zu binden. Unsere E-Commerce Support Mitarbeiter helfen Ihnen dabei Ihren Kunden einen größeren Mehrwert zu bieten und ihre Loyalität gegenüber Ihrer Marke zu erhöhen. Vertrauen Sie darauf, dass unser E-Commerce Support sich schnell und professionell um Ihre (potenziellen) Kunden kümmert und Ihnen einen geschäftlichen Vorteil in einem überfüllten Markt verschafft. Lassen Sie sich bei Ihren E-Commerce Aktivitäten unter die Arme greifen In der heutigen online Welt ist es wichtiger denn je jedem einzelnen Kundenerlebnis größte Bedeutung beizumessen. Eine negative Erfahrung wird in der Regel mit mindestens sieben anderen Personen geteilt und kann dem Ruf Ihrer Marke erheblichen Schaden zufügen. Dies kommt vor allem auf öffentlichen Plattformen und Foren zum Tragen. Glücklicherweise kann sich der Ruf eines hervorragenden Kundensupports ebenso schnell verbreiten und wahre Wunder für den Erfolg Ihres Unternehmens bewirken. Wir sprechen mehr als 20 Sprachen Omnikanal-Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrErstkontakt (First Point of Contact) Der Erstkontakt mit Kunden muss heute schnell, unkompliziert und professionell ablaufen und sein Problem ansprechen (First Contact Resolution - FCR). Mit den Contact Center Services von Pexly können Sie Ihren Kundenservice und Ihre Kundenzufriedenheit (CSAT) auf allen Kanälen verbessern. Spitzen Abfedern Unsere E-Commerce Support Mitarbeiter unterstützen Sie bei der Bearbeitung von Anfragen, Auftragsverwaltung, Lieferplanung, Reklamationen und Rückerstattungen. Wir verfügen über Erfahrung mit verschiedenen im E-Commerce häufig verwendeten CRM-Tools und arbeiten auf Marktplätzen, Shopify und anderen Plattformen. Wir sind auch... --- - Published: 2021-11-03 - Modified: 2023-05-08 - URL: https://pexly.com/de/virtuelle-assistenten/ Führungskräfte und andere vielbeschäftigte Berufstätige haben ständig mit der Bewältigung verschiedener administrativer Tätigkeiten zu kämpfen, z. B. der Planung von Besprechungen und Meetings, der Verwaltung ihres Kalenders, der Organisation von Reisen und vielen weiteren Aufgaben. Pexly kann Ihnen diese Arbeit abnehmen. Unsere virtuelle Assistent/-innen übernehmen Ihre administrativen Aufgaben, damit Sie sich auf Ihre eigentlichen Geschäftsaufgaben konzentrieren können. Lassen Sie uns Ihre Verwaltungsaufgaben durchführen Unser allererstes Projekt im Jahr 2013 war ein virtueller Assistent für ein britisches Unternehmen. Seither bieten wir professionelle virtuelle Assistenz mit viel Freude an. Egal, ob Sie viel unterwegs sind oder einfach zu viel Geld für teure Sekretär/-innen ausgeben, unsere mehrsprachigen Assistenten werden Ihre (persönliche) rechte Hand. Solange die Aufgabe machbar und legal ist, werden unsere Assistent/-innen ihr Bestes für Sie geben. Wir sprechen mehr als 20 Sprachen Omnikanal-Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrTerminplanung Die Planung von Geschäftsreisen, die Pflege des Terminkalenders, das Organisieren von Terminen, das Einholen von Berichten und Informationen von anderen Mitarbeitern und Kollegen, das Managen dringender persönlicher Angelegenheiten - das alles können unsere Assistent/innen, sodass Sie den Rücken frei haben, um das zu tun, was Sie mit Ihrer Zeit eigentlich anfangen wollen. Support Tickets Unsere fachkundigen Support Mitarbeiter können Ihren Kundenservice bei der Abarbeitung einfacher, aber auch komplexer und schwieriger Tickets unterstützen. Technische Computerkenntnisse sind in Osteuropa sehr weit fortgeschritten. In den letzten Jahrzehnten hat sich die Region zu einem führenden Standort für IT-Dienstleistungen entwickelt. Von der Ausbildung bis zum Arbeitsalltag durchdringen technisches Wissen und Interesse an... --- - Published: 2021-11-03 - Modified: 2023-05-08 - URL: https://pexly.com/de/unterstuetzung-von-vertrieb-marketing/ Die Skalierung des eigenen Vertriebs- und Marketingteams kann ziemlich schnell ziemlich teuer werden. Für viele Unternehmen, die gerade erst anfangen, kann dies ein Luxus sein, den sie sich nicht leisten können. Glücklicherweise können wir Ihren (potentiellen) Kunden die Vertriebsunterstützung bieten, die sie brauchen, um eine Kaufentscheidung zu tätigen. Neben Leadgenerierung können wir dabei Ihrem Sales Team auch das Leben leichter machen, indem wir ihnen den Rücken von Aufgaben wie CRM Eingaben/Pflege, Recherchen oder einfachen Einwänden potentieller Kunden freihalten. Lassen Sie uns Ihre Vertriebs- und Marketingteams unterstützen Wir verfügen über umfangreiche Erfahrung in Lead Generierung und verschiedenen esentiellen Pre-Sales Aktivitäten, die Ihrem internen Vertriebsteam eine solide Grundlage für mehr Geschäftsabschlüsse bieten. Für zahlreiche Kunden in den USA und Europa haben wir potenzielle Nuekunden gefunden und Up-/Cross Selling Aktivitäten mit bestehenden Kunden durchgeführt. Überlassen Sie uns Ihre Routineaufgaben in Vertrieb und Marketing, damit Sie sich auf die strategischen Aspekte und großen Deals konzentrieren können. Wir unterstützen Ihr Unternehmenswachstum und kümmern uns um die Aufgaben, die zum Erreichen Ihrer Umsatzziele notwendig sind. Wir sprechen mehr als 20 Sprachen Omnikanal-Support (Chat, E-Mail, Telefon, Messenger und soziale Medien) 24/7365 Tage im JahrUnsere Vertriebs- und Marketingdienstleistungen lassen sich in zwei Bereiche unterteilen:1- Lead Generation Unsere Leadgen Mitarbeiter sind wahre Kämpfer für neue Leads. Wir nutzen effiziente Tools und alle verfügbaren Plattformen, wie z. B. LinkedIn, um die richtigen Zielunternehmen/Kunden und deren Kontakte zu finden. Dies wird Ihnen helfen, Ihre Datenbanken zu erweitern und eine solide Vertriebspipeline aufzufüllen. 2- SDR (Sales Development Rep) Wir suchen die richtigen... --- - Published: 2021-11-03 - Modified: 2022-07-27 - URL: https://pexly.com/customer-support/virtual-assistants/ C-level executives and other busy professionals are always struggling to manage various administrative tasks such as scheduling meetings, managing their calendars, making travel arrangements, and many other tasks. This is why so many people choose to hire a virtual assistant. A virtual assistant can help take all of this work off your shoulders. We provide virtual assistant services that will manage your administrative tasks so you can focus on your core business functions. Virtual Assistants Our very first project in 2013 was a virtual assistant for a UK company and we have been enjoying offering this service ever since. Whether you are on the road a lot, or just overspending on expensive secretaries, our multilingual virtual assistant will be your (personal) agent. As long as the job is do-able, legal and motivating our agents will give the very best of themselves. We speak 30+ languagesOmnichannel support (Chat, email, Telephone, Messenger and social media)24/7365 days a yearPlannings appointments Business trip planning, agenda maintenance, appointment setting, gathering reports from subordinates or colleagues, personal urgent matters, this is your fully loaded hands-on assistant, having your back while you focus on your core business. Service support agents We provide expert product and service support agents for even the most complex and difficult tickets. Technical computer skills are very advanced in Ukraine Over the last decades the country became a leader in the IT development industry. From education to day-to-day life, many Ukrainians have a deep knowledge and interest in technical matters. --- - Published: 2021-11-02 - Modified: 2023-05-30 - URL: https://pexly.com/nl/klantenservice/ Nowadays customers are giving preference to companies that can offer them customizedservices and which means that your customer support team can help provide you with acompetitive advantage. Uitbesteding van Klantenondersteuning En het beste van alles is dat u een dergelijk concurrentievoordeel kunt krijgen zonder de bank te breken dankzij outsourcing van de klantenservice. Op die manier krijgt u een extra voordeel van kostenbesparing terwijl u uw klantenservice kunt uitbreiden. Klantenservice Onze meertalige customer support agents geven uw klanten de best denkbareCustomer Experience (CX). Wij ondersteunen alle communicatiekanalen,Chat, E-mail, Telefoon, Messenger en Social Media. Technische ondersteuning en helpdesk Terwijl uw IT-afdeling zich vooral richt op stabiliteit, nieuwe releases enkritieke problemen op te lossen, kunnen onze agenten hen bijstaan door basis (T1) helpdesk en servicedesk dekking rond de klok (24/7/365). Ondersteuning voor e-commerce Bij online winkelen is een sterke servicereputatie van het grootste belangom herhaalbestellingen uit te lokken. Om te overleven in de online markt is het voortdurend positieve ervaringen bieden aan al uw klanten is een must. Ondersteuning voor verkoop en marketing Sinds de oprichting van ons bedrijf, hebben we het proces van lead generatie en pre-sales communicatie. Virtuele assistenten Ons allereerste project in 2013 was een virtuele assistent voor een Brits bedrijf en we hebben Sindsdien bieden we deze dienst met veel plezier aan. --- - Published: 2021-11-02 - Modified: 2023-05-15 - URL: https://pexly.com/customer-support/ Nowadays customers are giving preference to companies that can offer them customizedservices and which means that your customer support team can help provide you with acompetitive advantage. Customer Support Outsourcing Best of all, you can get such a competitive edge without breaking the bank thanks to customer service outsourcing. This way you are getting an additional advantage of cost savings while being able to expand your customer service offering. Customer Care Our multilingual customer support agents will give your customers the best thinkableCustomer Experience (CX). We support all communication channels,Chat, E-mail, Phone, Messenger and Social Media. Tech Support & Help Desk While your IT department is mostly focusing on stability, new releases andfixing critical issues, our agents can assist them by providing basic (T1) helpdesk and service desk coverage around the clock (24/7/365). Ecommerce Support With online shopping, a strong service reputation is of the utmost importanceto trigger repeat orders. To survive in the online market, continuouslyproviding positive experiences for all your customers is a must. Sales & Marketing Support Since the founding of our company, we have mastered the process of lead generationand pre-sales communication. Virtual Assistants Our very first project in 2013 was a virtual assistant for a UK company and we havebeen enjoying offering this service ever since. --- --- ## Posts - Published: 2026-04-01 - Modified: 2026-04-07 - URL: https://pexly.com/blog/careers/polish-customer-support-operator/ Оператор служби підтримки клієнтів зі знанням польської мови Наша швидкозростаюча компанія запрошує на позицію оператора служби підтримки клієнтів зі знанням польської мови на рівні B1/B2. Це віддалена робота на повну зайнятість. Графік:Робочі дні: 5 робочих днів та 2 вихідні (графік формується щотижня). Робочі години: зміни в діапазоні 24/ (залежно від потреб проєкту). У Pexly ви маєте чудову можливість отримати: Досвід роботи в міжнародній компанії з людьми з усього світу; Конкурентна заробітна плата та можливість отримувати додаткові бонуси за досягнення ключових показників ефективності (KPI) Навчання від компанії та клієнта; Лікарняні та відпускні дні є оплачуваними; Офіційний договір Увагу, підтримку та мотивацію з боку керівництва.  Обов’язки: Надання підтримки клієнтам через дзвінки та чат польською мовою; Допомога клієнтам із питаннями щодо замовлень та доставок, та загальними запитами; Вирішення питань, пов’язаних із оплатами або використанням застосунку; Ескалація складних випадків до відповідної команди; Фіксація звернень клієнтів та зворотного зв’язку; Виконання інших пов’язаних задач служби підтримки. Ви — наш ідеальний кандидат, якщо: Володієте польської мовою на рівні B1/B2 ; Маєте базові знання комп’ютера; Маєте попередній досвід у службі підтримки клієнтів Маєте сильні навички вирішення проблем; Вмієте працювати в стресових ситуаціях, зберігаючи спокій, повагу та емпатію до клієнтів; Вмієте зберігати концентрацію під час віддаленої роботи. Pexly — глобальна компанія, яка допомагає бізнесам у всьому світі, надаючи віддалених асистентів та аутсорсингові команди, що спеціалізуються на клієнтській і технічній підтримці, бек-офіс процесах, а також у продажах і маркетингу. Ми цінуємо унікальність і культуру кожного члена нашої великої команди та вдячні за внесок кожного співробітника у підтримку наших клієнтів. Приєднуйтесь... --- - Published: 2025-05-02 - Modified: 2025-05-02 - URL: https://pexly.com/blog/case-studies-articles/how-voice-ai-reduced-turnover-in-the-customer-service-department/ Customer service departments often face high pressure due to repetitive tasks, a large volume of incoming inquiries, and the constant challenge of keeping customers satisfied. This can lead to stress, high workload, and ultimately a high turnover rate. One company decided to address these issues by implementing an AI + Human support model, resulting in a significant improvement in both the work environment and customer satisfaction. The Challenge: High Turnover and Workload The customer service department struggled with a high turnover rate. Employees felt overwhelmed by repetitive tasks, such as answering frequently asked questions and handling routine conversations. This limited their time to delve into more complex customer inquiries and created a sense of stagnation in their work. The Solution: Implementing AI + Human Support with Pexly By implementing an AI + Human model, the company was able to automate repetitive tasks and reduce the workload for employees. Pexly’s hybrid solution proved to be the ideal choice. The AI system took over routine tasks, such as answering standard questions, handling simple requests, and routing inquiries to the right team. Human agents remained focused on complex cases, strategic issues, and personal interaction. This enriched the work in the department and gave employees the opportunity to deepen customer relationships. The AI + Human model also ensured 24/7 support, keeping the service available even outside business hours. AI handled conversations naturally and efficiently, while seamlessly transferring more nuanced or sensitive queries to trained human agents when needed. Benefits of the AI + Human... --- - Published: 2025-04-18 - Modified: 2025-04-25 - URL: https://pexly.com/blog/ai-bot/voice-ai-a-threat-or-a-blessing-for-customer-care-departments/ The rise of Voice AI technology has sparked debate within the customer care industry. Is it a threat to traditional roles, or does it offer unparalleled opportunities for improvement? As businesses increasingly adopt AI-powered voice solutions, it's essential to explore both the benefits and challenges of this transformative technology. The Promise of Voice AI Voice AI is revolutionizing customer service by automating routine tasks and enhancing efficiency. Here are some key advantages: 1. Improved Efficiency and Cost Savings Voice AI can handle large volumes of customer inquiries simultaneously, reducing the need for additional staff during peak times. By automating repetitive tasks like answering FAQs or routing calls, businesses can significantly lower operational costs while maintaining high service quality . 2. Enhanced Customer Experience Unlike traditional IVR systems, Voice AI offers natural, conversational interactions. Customers can speak freely without navigating rigid menus, receiving faster and more accurate responses. This leads to reduced wait times and higher first-call resolution rates . 3. Empowered Customer Service Agents By taking over repetitive tasks, Voice AI allows human agents to focus on complex issues that require empathy and critical thinking. This shift enriches the agent's role and reduces burnout, creating a more fulfilling work environment . 4. Data-Driven Insights Voice AI systems generate detailed transcripts and analyze customer interactions to identify trends and recurring concerns. These insights help businesses refine their services and proactively address customer needs . Challenges of Voice AI Implementation Despite its advantages, Voice AI is not without challenges: 1. Integration with Legacy Systems Implementing Voice... --- - Published: 2025-04-18 - Modified: 2025-04-25 - URL: https://pexly.com/nl/blog/geen-onderdeel-van-een-categorie/voice-ai-een-bedreiging-of-een-zegen-voor-customer-care-afdelingen/ De opkomst van Voice AI-technologie heeft binnen de klantenservice-industrie een debat aangewakkerd. Is het een bedreiging voor traditionele functies, of biedt het ongekende kansen voor verbetering? Nu bedrijven steeds vaker AI-gestuurde voice-oplossingen implementeren, is het essentieel om zowel de voordelen als de uitdagingen van deze transformerende technologie te onderzoeken. De Belofte van Voice AI Voice AI is bezig met het revolutioneren van klantenservice door routinetaken te automatiseren en de efficiëntie te verhogen. Hier zijn enkele belangrijke voordelen: 1. Verbeterde Efficiëntie en Kostenbesparing Voice AI kan grote hoeveelheden klantvragen tegelijkertijd afhandelen, waardoor de behoefte aan extra personeel tijdens piekuren wordt verminderd. Door repetitieve taken zoals het beantwoorden van veelgestelde vragen of het doorverbinden van gesprekken te automatiseren, kunnen bedrijven hun operationele kosten aanzienlijk verlagen terwijl ze toch een hoge servicekwaliteit behouden. 2. Verbeterde Klantbeleving In tegenstelling tot traditionele IVR-systemen biedt Voice AI natuurlijke, conversatiegerichte interacties. Klanten kunnen vrijuit spreken zonder door rigide menu’s te navigeren, en ze krijgen sneller en nauwkeuriger antwoorden. Dit leidt tot kortere wachttijden en hogere oplossingspercentages bij het eerste contact. 3. Meer Focus voor Customer Service Medewerkers Door repetitieve taken over te nemen, stelt Voice AI menselijke medewerkers in staat zich te concentreren op complexe kwesties die empathie en kritisch denken vereisen. Deze verschuiving verrijkt de rol van medewerkers en vermindert burn-out, wat zorgt voor een meer bevredigende werkomgeving. 4. Data-gedreven Inzichten Voice AI-systemen genereren gedetailleerde transcripties en analyseren klantinteracties om trends en terugkerende zorgen te identificeren. Deze inzichten helpen bedrijven hun diensten te verfijnen en proactief... --- - Published: 2025-03-28 - Modified: 2025-05-02 - URL: https://pexly.com/blog/case-studies-articles/optimizing-multilingual-multi-channel-customer-support-how-pexly-helped-streamline-operations-and-enhance-customer-experience/ Business Problem: The client was dealing with multiple problems within their customer support department. Most of the issues stemmed from a large number of customer inquiries with questions about products and order statuses. All of this was having a negative impact on their operational effectiveness. The CSAT score was decreasing because customers had to wait an extended amount of time for service across all channels including phone, chat, email and social media. These issues were especially evident during peak seasonal times such as major holidays and Black Friday.   Providing real-time, localized support to a global customer base was another hurdle due to language barriers and limited multilingual resources. Rising operational costs further pressured the client to find a cost-efficient solution without compromising service quality, leading them to seek a trusted customer service provider to address these challenges. Why Pexly Pexly was chosen to implement this project due to our proven expertise in delivering scalable, multilingual customer service tailored to global audiences. The flexibility that we were able to provide by managing different channels enabled the client to maintain efficient availability during times of changing customer inquiry intensity. Our cost-efficient solutions provided high-quality service at operational expense levels that made us an essential partner for their customer support enhancements. See More Pexly Case Studies Solutions Delivered to the Client We started out the project by conducting an extensive evaluation which examined the client’s present customer support structure and identified some important operational problems. We designed a specialized approach after analysis... --- - Published: 2024-12-11 - Modified: 2024-12-11 - URL: https://pexly.com/blog/customer-care/pexly-recognized-as-a-top-b2b-company-in-clutch-global-leaders-fall-2024/ Pexly Recognized as a Top B2B Company in Clutch Global Leaders Fall 2024 Pexly is thrilled to announce its recognition as a Clutch Global Leader for Fall 2024, cementing its position as a trusted partner for businesses worldwide. This prestigious award by Clutch, the global leader in B2B ratings and reviews, acknowledges Pexly’s excellence in delivering impactful outsourcing solutions tailored to client needs. Clutch’s stringent selection process evaluates companies based on verified client reviews, service quality, and industry expertise. Client-Centric Excellence “This recognition is a reflection of our unwavering commitment to our clients. We focus on building partnerships that empower businesses to streamline operations and achieve sustainable growth. We’re honored to be acknowledged among the global leaders in B2B services. ” From enhancing operational efficiency to offering tailored solutions, Pexly has gained the trust of its clients through seamless project execution and exceptional results. A Milestone in Outsourcing Innovation The Clutch Global Leader badge is more than a mark of distinction—it’s a testament to Pexly’s dedication to innovation, adaptability, and fostering long-term success for clients across diverse industries. As Pexly celebrates this achievement, the company remains committed to pushing boundaries and delivering value-driven services on a global scale. For more information about Pexly and our services, please visit our homepage. --- - Published: 2024-06-21 - Modified: 2024-06-21 - URL: https://pexly.com/blog/case-studies-articles/enhancing-virtual-hospitality-multilingual-24-7-customer-support-for-a-luxury-barcelona-based-travel-company/ Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel Company Company Bio The client, a company based in Barcelona, Spain, operates in the luxury hospitality industry. It manages all operations virtually without a physical reception office. Customers can book and check in independently while having access to 24/7 customer service. Challenge The client, dedicated to providing exceptional customer service, faced overwhelming phone calls from customers needing assistance with check-in, booking, and locating their hotel. They required agents available 24/7 to handle various customer requests in French, German, Spanish and English, including room service, local activities, and general accommodation queries. Solution The support team consisted of four agents, each fluent in a specific language, and one team lead overseeing operations. This structure allowed for efficient management of customer interactions across different time zones and languages. Pexly implemented a comprehensive support system utilizing multiple communication channels and a multilingual approach to address these challenges. We offered 1. Multilingual support: Pexly provided customer support in four languages. This ensured that customers could receive assistance in their preferred language, enhancing their overall experience. 2. Communication channels: Phone support: Offering real-time assistance for immediate queries and concerns. Social media support: Engaging with customers on various platforms to address questions and provide information. Email chat: Providing a written communication option for detailed inquiries and follow-ups. 3. Comprehensive training: Each agent received extensive training on the client’s automated systems and customer service processes. The training included on-the-ground experience to understand the specifics of Spanish... --- - Published: 2024-06-12 - Modified: 2024-06-12 - URL: https://pexly.com/blog/customer-care/6-proven-metrics-to-boost-customer-support-effectiveness/ 6 Proven Metrics to Boost Customer Support Effectiveness and Satisfaction Companies aim to provide the best service, but how can they ensure success? As organizations strive to become data-driven, they seek insights into the effectiveness of their business processes, including customer support. While many companies work hard to deliver top-notch service, how can they be certain they’re succeeding? Is it possible to measure all the efforts made to meet customer needs? Today, we will discuss key metrics to track in order to understand your performance and identify areas for improvement in customer support. 1. Customer Satisfaction Score (CSAT) The Customer Satisfaction Score (CSAT) directly measures customers' satisfaction with the way you provide support. You can typically get it through surveys conducted immediately after a customer interaction. Customers are asked to rate their satisfaction on a scale from 1 to 5, where 5 means "very satisfied. " A high CSAT score shows that customers are happy with the support provided, which impacts customer retention and positive word-of-mouth. How do you calculate CSAT: Gather survey responses. Calculate the percentage of satisfied customers (those rating 4 or 5). Divide the number of satisfied responses by the total responses. Multiply by 100 to get the CSAT percentage. Why is CSAT important? Customer retention: A high CSAT score correlates with customer loyalty. Satisfied customers are more likely to remain loyal to your brand and repeat purchases. Feedback for improvement: CSAT surveys provide direct feedback from customers. Analyzing this feedback helps identify areas where your support... --- - Published: 2024-05-31 - Modified: 2024-05-31 - URL: https://pexly.com/blog/customer-care/pexly-honored-with-the-global-award-prize/ Pexly as a Global Leader in Customer Service Outsourcing – Awarded Clutch's Top Honor for Spring 2024 Pexly is proud to announce that we have been recognized as a 2024 Spring Global Award winner for customer service outsourcing services by Clutch, the leading global marketplace of B2B service providers. The Clutch Global Awards honors companies based on their industry expertise and the quality of their work, as evaluated through detailed client feedback and reviews. Receiving the Clutch Global Leader award is a significant milestone for Pexly. It shows our dedication to providing exceptional customer service outsourcing solutions and highlights our positive impact on our clients' businesses. One key factor contributing to Pexly's recognition is the positive feedback we have received from our clients. On Clutch, clients are encouraged to leave detailed reviews about their experiences working with service providers. These reviews cover various aspects of the service, including quality, reliability, and overall satisfaction. The Clutch Global Awards: Celebrating Excellence in B2B Services The Clutch Global Awards are a highly respected recognition in the B2B services industry. Clutch evaluates thousands of companies annually based on their ability to deliver high-quality services, industry expertise, and client feedback. Sonny Ganguly, CEO of Clutch, shared his thoughts on the importance of the Global Awards. He said, "It is a joy to witness the incredible success of leading companies worldwide on our platform, and an even greater joy to recognize these companies as Clutch Global honorees. Their dedication to delivering next-level services has boosted their... --- - Published: 2024-05-24 - Modified: 2024-05-24 - URL: https://pexly.com/blog/customer-care/pexly-honored-as-a-clutch-champion-for-spring-2024/ Pexly Honored as a Clutch Champion for Spring 2024 Pexly is proud to announce that we have been recognized as a 2024 Spring Clutch Champion by Clutch, the leading global marketplace of B2B service providers. Businesses worldwide celebrate this award for their industry expertise and outstanding performance. Achieving excellence in customer service outsourcing We have secured a spot among the 2024 Spring Clutch Champions by acquiring new, verified client reviews within the last six months. This award highlights Pexly’s reputation as a leader in customer service outsourcing, reflecting our clients' satisfaction and high-quality service. “We are delighted to present this award for the second year, celebrating both new and returning achievers for their outstanding performance,” said Sonny Ganguly, Clutch CEO. “These honorees represent the top companies on our platform, consistently exceeding client expectations and receiving abundant positive feedback from their clients. Their continued excellence sets a high standard, inspiring others in their respective service lines to strive for similar levels of distinction. ” Client-centric approach Our commitment to delivering customized and effective customer service solutions is the key to our success. We value your role in this journey, and this recognition from Clutch as a Spring 2024 Champion underscores our dedication to maintaining high standards and consistently exceeding your expectations. We believe exceptional customer service is more than just resolving issues—creating memorable experiences that build loyalty and trust. Furthermore, we take pride in our proactive approach, ensuring our clients' customers feel valued and heard. We invite you to join our... --- - Published: 2024-01-26 - Modified: 2024-01-26 - URL: https://pexly.com/blog/customer-care/how-to-find-customer-service-provider-trust-clutch-leaders-matrix/ How to Find Customer Service Provider: Trust Clutch Leaders Matrix When making business decisions, finding the right customer service provider is important. We often look online for advice, but sifting through real recommendations and paid promotions can be a challenge. That's where Clutch Leaders Matrix can help— it's a handy guide that ranks service providers and maps out businesses in specific markets. This ensures your decisions aren't just good but tailored to your unique needs. Trusting Clutch Leaders Matrix: A Partner for Quality Outsourcing At the heart of every business is the essential requirement for trust. Businesses of all sizes are seeking a customer service provider that truly comprehends their needs, playing a role in establishing a strong reputation and ensuring customer satisfaction. Making the right outsourcing choice is significant, and this is where Leaders Matrix becomes your reliable ally. 1. Real Reviews, Real InsightsStart your journey with confidence, knowing that every review on Clutch Matrix is genuine feedback from real clients. No marketing fancy talk, no hidden tricks – just honest insights to guide your choices. 2. Mapping Business Services CompaniesClutch Leaders Matrix extends beyond mere rankings. It maps business services companies in specific markets, offering a comprehensive view of top-performing companies in a particular industry or location. This approach ensures you're not just choosing a service provider; you're selecting one vetted in your specific market. 3. No Buying SpotsConfronting the issue of trust, Clutch sets a solid foundation. No one can buy a spot on the list, ensuring... --- - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://pexly.com/blog/case-studies-articles/building-a-high-level-customer-service-team-for-a-global-wellness-brand/ Building a High-Level Customer Service Team for a Global Wellness Brand Challenge - Building a Customer Service Team Pexly had to build a team of diverse agents who would provide excellent customer service all over the world through email and various social media platforms. To be a part of this team, good English skills were a must to communicate freely with native speakers and to express the brand's voice. We had to find agents with the ability to pay close attention to details and in-depth knowledge of a client's products.   Furthermore, the client needed team members with experience in Customer Service and different backgrounds such as Social Media Specialists, Fraud Analysts, and Customer Support Specialists. See More Pexly Case Studies Solution We've brought together capable agents from all over the world who are fluent in English and have at least 2 years of experience in Customer Support and Finance. To ensure they're well-prepared for the job, we put them through a series of tests during the hiring process.   We created a team dedicated to providing support through email and social media platforms. We've organized our team with diverse roles, such as Social Media Specialists, Fraud Analysts, and Customer Support Specialists, each contributing their unique skills to meet a variety of customer needs. This way, we ensure a comprehensive and efficient approach to addressing challenges and delivering top-notch service. Agents were assigned to support the first-level cases related to product inquiries, billing concerns, and fraud investigations that necessitate escalation.... --- - Published: 2024-01-04 - Modified: 2024-01-04 - URL: https://pexly.com/blog/customer-care/maximizing-retail-success-effective-strategies-for-the-post-peak-season/ Maximizing Retail Success: Effective Strategies for the Post-Peak Season Making it through the peak e-commerce season is no easy feat. When the pace finally slows, it's a moment to take a breath and plan for what comes next. After the busy season, businesses have a chance to catch their breath and plan for what's coming. Let's take a look at the challenges e-commerce faces after the busy season and practical tips on what steps to take next. It's not just about taking a break; it's about learning from your experience and getting ready for what's ahead. Making the post-peak Season season a strategic opportunity to prepare for the next peak, ensuring ongoing success in the world of retail e-commerce. Most common post-peak challenges (and solutions): Ramp down After the e-commerce peak season, businesses face a tricky task called "ramp down. " This means they have to let go of extra customer support staff hired for the busy time.   When businesses reduce their workforce, they often need to pay out a lot in salaries and benefits. This can strain the budget, especially if the seasonal hires were numerous. Moreover, legal regulations in various regions can make this process challenging and sometimes even impossible. To make it simpler, many businesses opt for outsourcing. Here's why it can be useful: when you outsource, you hire another company to handle parts of your business. In the case of the ramp down, an outsourcing company takes care of reducing the workforce. This means they... --- - Published: 2023-12-21 - Modified: 2023-12-21 - URL: https://pexly.com/blog/customer-care/the-13-most-important-customer-service-trends-2024/ The 13 Most Important Customer Service Trends 2024 As we navigate the ever-evolving landscape of customer service, it's crucial for businesses to stay ahead of the curve. The year 2024 is expected to bring about significant shifts in customer service trends, revolutionizing the way businesses interact with their clients. In this article, we'll delve into the top 13 customer service trends for 2024, exploring innovative strategies that will shape the future of customer support. 1. Generative AI and AI Chatbots In 2024, the surge in Generative AI and advanced AI chatbots is reshaping customer service. Recent statistics indicate that businesses adopting these intelligent systems go beyond routine queries. They adapt, learn, and create dynamic, context-aware conversations, significantly boosting customer satisfaction. Businesses incorporating Generative AI and advanced AI chatbots experience an average efficiency boost of 30%? Beyond streamlining processes, these systems provide a personalized customer experience, fostering stronger connections. This revolution in AI-driven customer service is redefining how businesses interact with customers today. And according to a 2022 BCG survey of global customer service leaders, 95% expect their customers to be served by an AI bot at some point in their customer service interactions within the next three years. 2. Omnichannel Support Customers today expect seamless interactions across various channels. The future of customer service lies in omnichannel support, where businesses integrate communication across platforms seamlessly. Whether it's through social media, email, or phone, providing a consistent and unified experience enhances customer satisfaction and loyalty. 3. Proactive Customer Service In 2024,... --- - Published: 2023-12-12 - Modified: 2024-03-26 - URL: https://pexly.com/nl/blog/klantenservice/leer-hoe-je-jouw-csat-kunt-verbeteren-met-een-ai-oplossing-voor-klantenservice/ Leer hoe je jouw CSAT kunt verbeteren met een AI-oplossing voor klantenservice Artificial Intelligence (AI) is een populaire oplossing geworden voor bedrijven die hun klantbeleving willen verbeteren. Het is echter belangrijk om te begrijpen dat AI geen vervanging is voor personeel, maar een tool die kan helpen de efficiëntie, productiviteit en klanttevredenheid te verbeteren. Laten we eens kijken naar de belangrijkste manieren waarop AI de klanttevredenheid kan verbeteren. Voordelen van AI in Klantenservice Voordat we dieper ingaan op het onderwerp, laten we eens kijken naar de meest voorkomende voordelen voor de klantenservice: 24/7 beschikbaarheidGepersonaliseerde ervaringenVerbeterde efficiëntie en nauwkeurigheidVerminderde werkdrukGrotere klanttevredenheidTijdsbesparingFraude detectie en preventieVoorspellende analyses en inzichten Meest voorkomende toepassingen van AI voor de klantenservice AI biedt talloze voordelen die bedrijven helpt CSAT te verbeteren en de klantloyaliteit te vergroten. Om AI effectief te implementeren, is het essentieel om de primaire toepassingen te begrijpen: 1. Chatbots en virtuele assistenten. Chatbots en virtuele assistenten zijn AI-tools waarmee bedrijven hun klantenservice kunnen automatiseren. Deze tools kunnen eenvoudige taken zoals het beantwoorden van basisvragen en het doorverwijzen van gebruikers naar de juiste bronnen afhandelen. Ze zijn bijzonder nuttig voor het bieden van 24/7 beschikbaarheid en kunnen uw klantenserviceteam vrijmaken om zich bezig te houden met complexere vragen 2. Zelfbedienings Tools: Deze progamma's zijn ontworpen om klanten in staat te stellen zelf antwoorden op hun vragen te vinden, wat de werkdruk voor uw klantenserviceteam aanzienlijk kan verminderen. Dit kunnen kennisbanken zijn met veelgestelde vragen (FAQ's) of chatbots die gebruikers naar de juiste bronnen leiden. Door... --- - Published: 2023-12-12 - Modified: 2023-12-13 - URL: https://pexly.com/blog/customer-care/how-to-improve-your-csat-with-an-ai-customer-service-solution/ How to Improve your CSAT with an AI Customer Service Solution Artificial Intelligence (AI) has become a popular solution for businesses looking to improve their customer experience. However, it's important to understand that AI is not a replacement for staff, but a tool that can help improve efficiency, productivity, and customer satisfaction. Let's take a look at the top ways AI can enhance customer satisfaction for your customer service team.   Benefits of AI in Customer Service Before diving deeper into the subject, let's take a look at the most common benefits that AI can offer in the customer service context: 24/7 availabilityPersonalized experiencesImproved efficiency and accuracyReduced strain on customer service staffEnhanced customer satisfactionTime-savingFraud detection and preventionPredictive analytics and insights Common applications of AI in Customer Service As we've seen, AI offers numerous advantages that can help businesses enhance CSAT and improve customer loyalty. To effectively implement AI, it's essential to understand the common use cases where AI can be applied: Chatbots and virtual assistants Chatbots and virtual assistants are AI tools that enable businesses to automate their customer service operations. These tools can handle simple tasks like answering basic queries and directing users to the right resources. They are particularly helpful for providing 24/7 availability and can free up your customer service team to deal with more complex queries. Self-service tools Self-service tools are designed to allow customers to find the answers to their queries themselves, which can significantly reduce the burden on your customer service team. These tools... --- - Published: 2023-12-01 - Modified: 2023-11-24 - URL: https://pexly.com/blog/customer-care/pexly-recognized-as-a-clutch-global-leader-for-2023/ Pexly Recognized as a Clutch Global Leader for 2023 Pexly named a top B2B company for Customer Support Services Proud to announce Pexly's recognition as a 2023 Global Award winner for Customer Support services on Clutch, the leading global marketplace of B2B service providers. Honorees are selected based on their industry expertise and ability to deliver, scores that are calculated based on the client feedback from thousands of reviews published on Clutch. Pexly is honored to be recognized as a 2023 Fall Clutch Global Award winner. This award is a testament to the excellent client work we have delivered this year as recognized through the voice of our customers in their reviews on Clutch. “We are thrilled to showcase the incredible success of leading companies worldwide on our platform” — said Sonny Ganguly, Clutch CEO. “Their dedication to delivering outstanding services has not only contributed to their own success but has also empowered countless clients to thrive. We aim to highlight this year's industry frontrunners and facilitate connections for Clutch users seeking top-notch services tailored to their specific needs. " See also: Clutch Recognizes Pexly as a Top Customer Support Outsourcing Provider About Clutch Clutch empowers better business decisions as the leading global marketplace of B2B service providers. More than 1 million business leaders start at Clutch each month to read in-depth client interviews and discover trusted agency partners to meet their business needs. Clutch has been honored for the past 6 consecutive years as an Inc. 5000 fastest-growing company... --- - Published: 2023-11-21 - Modified: 2023-11-24 - URL: https://pexly.com/blog/careers/customer-support-engineer-with-fluent-english/ English Speaking Customer Support Representative in a Global Hi-Tech Company APPLY NOW Join our fast growing company as an English speaking (B2-C1) Customer Support Representative in Ukraine You will play a critical role in ensuring customers receive top-notch support and technical assistance. It is a remote full-time position. Schedule: 5 days per week; 8:00 - 17:00/14:00 - 23:00/23:00 - 8:00 EET. The candidate has to be ready to work with all these shifts. What we offer: Experience in the international company working with people around the globe;Compensation - 800 USD/month ( during the 1 month probation period - 700 USD);100% remote job;20 paid days of vacations, 10 paid days sick leaves per year;Dynamic work in a young team of like-minded people in a progressive business sphere. Career growth Your responsibilities: Politely respond to customers’ inquiries in a timely manner;Support with technical questions;Cooperate with development and QA teams to resolve the issues from customers;Review and improve the Customer Support Section including FAQ, Knowledge Base on our website;Analyze customer requests and suggest improvements. You are our perfect candidate if you have: English B2-C1 (writing);Experience with Mac and Windows OS will be an advantage;Strong problem resolution skills;Experience as a Customer Support Representative;Ability to work in a stressful situation, skills of active listening and attention to detail, respect for the Client, focus on helping Clients, empathy, calm character;Self-employment ( contract)You can work from home, don’t be distracted; PEXLY is a global company. We empower businesses all over the world through providing remote assistants and... --- - Published: 2023-11-15 - Modified: 2023-11-23 - URL: https://pexly.com/blog/customer-care/pexly-is-honored-as-a-clutch-champion-for-2023/ Pexly is Honored as a Clutch Champion for 2023 Pexly has been recognized as a 2023 Clutch Champion by Clutch, the leading global marketplace of B2B service providers. Clutch Champions is the company’s newest award given to the top 10% of Clutch Global winners, a designation that recognizes business service providers across the world for their industry expertise and ability to deliver exceptional results compared to other companies in their line of service.  Pexly was included among the 2023 Fall Clutch Champions due to having acquired new, verified client reviews within the past six months. This award recognizes Pexly as a top-rated leader in the Best Customer Service Outsourcing Companies space based on our clients' satisfaction and high-quality service ratings. “The Clutch Champion designation is the newest award providers can earn on Clutch,” said Sonny Ganguly, Clutch CEO. “ This year’s honorees represent the best of the best on our platform, and I am thrilled to celebrate and commend these champions for their ongoing achievements and dedication to consistently exceeding their clients' expectations. The companies named to this list continue to set the bar high. Their devotion has not only enriched our platform but has also inspired others to strive for similar levels of distinction. We are grateful for their partnership and look forward to witnessing their continued success in the future. " You may also like: Pexly Named as Top Customer Support Service in Clutch Leader Matrix  About Clutch Clutch empowers better business decisions as the leading global marketplace... --- - Published: 2023-10-10 - Modified: 2023-10-10 - URL: https://pexly.com/blog/case-studies-articles/integrating-a-customer-support-agent-for-the-car-rental-company/ Integrating a Customer Support Agent for the Car Rental Company Company Bio The client is a car rental company in Portugal with over 20 years of experience. They offer a wide range of vehicles and services, and are committed to providing their customers with the best possible experience. Challenge The company was looking to integrate a customer support agent who could be the first point of contact for customers and forward them to the right office, as well as answer questions about pricing, payments, rental extensions, and car accidents. The agent would also need to be able to work with multiple teams in different offices and across multiple platforms. Solution Pexly recruited an agent who was fluent in English and Portuguese, had excellent soft skills, and was able to work effectively with multiple teams and platforms. The agent was also trained on all of the client's products and services, as well as on how to handle common customer support issues. Results Since integrating the new customer support agent, the client's company has seen a 50% decrease in queue time and a 15% increase in customer satisfaction rate. This is due to the agent's ability to efficiently and effectively resolve a wide range of customer requests, as well as their ability to build strong relationships with the different teams in the company. For example, the agent has developed a deep understanding of the company's products and services, which allows them to quickly and accurately answer customer questions. The agent is also... --- - Published: 2023-09-22 - Modified: 2023-09-22 - URL: https://pexly.com/nl/blog/case-studies/amazon-customer-support-oplossing-voor-speelgoedfabrikant/ Amazon Customer Support-oplossing voor speelgoedfabrikant Bedrijfsbiografie: Onze klant levert ondersteunings- en adviesdiensten aan de leiders op het gebied van speelgoedfabrikanten die gespecialiseerd zijn in rijdbaar, elektrisch aangedreven en met pedaal voorzien speelgoed, maar daarnaast ook seizoensgebonden speelgoed. Deze prodcuten worden verkocht in meer dan 50 landen verspreid over de hele wereld. Het bedrijf creëert de eersteklas producten, zorgt ervoor dat ze in de schappen terecht komen en biedt doorlopend ondersteuning aan aan de eindkoper. Uitdaging Onze klant is een startup, zonder enige ervaring in het leveren van klantenservice. Zij weten alles af van productontwikkeling en -leveringen, maar voor het regelen van een klantenservice met een goede kwaliteit schakelden ze Pexly in. Pexly schoot hen te hulp met een klant-en-klare oplossing en garandeerde een hoogwaardige klantenservice. Dit was voornamelijk van belang omdat de klant zich opstelt als ondersteunings- en adviesdienst, maar in werkelijkheid zelf hulp nodig had op dit gebied. Oplossing Pexly huurde agenten die vloeiend Engels spreken in die daarbij ook bedreven zijn in computer- en de benodigde soft skills. Hierna werkte onze ervaren trainer samen met de agenten en leerde hen de trucs van het afhandelen van Amazon-verzoeken. Deze alomkundige scholing verzekert de vereiste vaardigheden aangepast aan de behoeften van onze klant en de specifieke kenmerken van het bedrijf. Resultaten Pexly zorgt ervoor dat alle vragen van klanten binnen 2 uur zijn beantwoord, hiermee wordt er ruimschoots voldaan aan de 24-uurs service level agreement van Amazon. 82% van alle verzoeken wordt bij het eerste contact al opgelost. Onze gemiddelde... --- - Published: 2023-09-22 - Modified: 2023-09-22 - URL: https://pexly.com/nl/blog/case-studies/succesvolle-teams-op-afstand-bouwen-van-de-reisbranche/ Succesvolle teams op afstand bouwen van de reisbranche Overzicht Pexly speelde een cruciale rol bij het transformeren van de activiteiten van een reisorganisatie. Wij stelden succesvol een ervaren team van cartografen, die op afstand werken, samen. Dit heeft de nauwkeurigheid van busroutes doen verbeteren en het aantal vragen van klanten met 30% doen dalen, met een grotere operationele efficiëntie en een hogere klanttevredenheidsgraad als gevolg. Uitdaging Het belangrijkste onderdeel van de uitdaging bestond uit het benoemen van agenten die met zowel technologie als geografie uit de voeten kunnen. Daarnaast werkt het team op afstand, het behouden van een naadloze communicatie en soepele werking werd daardoor ook een kwestie. Oplossing Om deze obstakels te overwinnen, werd Pexly, een expert op het gebied van werving en teambuilding, ingeschakeld. Pexly rekruteerde agenten die vloeiend Engels spreken, zeer computervaardig zijn en die over de benodigde soft skills beschikken, zoals probleemoplossend vermogen en aanpassingsvermogen. Daarbovenop werd een ervaren teamleider aangesteld, die een uitgebreide training verzorgde over belangrijke punten, zoals het in kaart brengen van bushaltes. Vandaag de dag gaat Pexly's rol verder dan alleen de werving; het omvat ook het bieden van continue ondersteuning, zorgvuldige monitoring, regelmatig onderhoud en het verhelpen van problemen om een prestatieniveau en een constante service van hoog niveau te behouden. Resultaten Dankzij de tactische aanpak van Pexly, is een succesvol en deskundig team van cartografen, die op afstand werken, samengesteld. Dit team heeft tot wel 6000 busthaltes nauwkeurig vastgesteld, waardoor de accuraatheid van de busroutes verbeterde voor consumenten. De taken... --- - Published: 2023-09-20 - Modified: 2023-09-20 - URL: https://pexly.com/nl/blog/case-studies/de-ervaring-van-klanten-verbeteren-voor-een-augmented-reality-bedrijf/ De ervaring van klanten verbeteren voor een Augmented Reality-bedrijf Uitdaging De klant verkoopt zijn augemented reality producten uit huis en werd geconfronteerd met uiteenlopende vragen en zorgen, van zijn klanten, over de functionaliteit van het product. Maar als startup had het bedrijf geen intern klantenserviceteam en was het aannemen hiervan op de lokale markt niet te betalen. Meer praktijkvoorbeelden van Pexly bekijken Oplossing Bij Pexly werd een gespecialiseerd klantenondersteuningsteam samengesteld dat via verschillende communicatiemiddelen, zoals de telefoon, e-mail en live chats, vragen van klanten kon beantwoorden. Onze teamleden beheersden de Engelse taal al goed, maar om hun vaardigheden verder te verbeteren, richtten wij spreekclubs op en verzorgden we begeleiding door een teamleider die twee jaar in de Verenigde Staten heeft gewoond. Daarbovenop ontvingen de teamleden een uitgebreide training en een database met veelgestelde vragen, dit alles om de vragen van klanten zo snel en goed mogelijke te kunnen beantwoorden. Resultaten Klantenservice opgericht vanaf de grondHet merendeel van de telefoontjes werd binnen 20 seconden beantwoordDe klanttevredenheid (CSAT) was 88%Alle vragen via de e-mail werden binnen 24 uur afgehandeld. --- - Published: 2023-09-19 - Modified: 2024-03-21 - URL: https://pexly.com/nl/blog/customer-care/kunstmatige-intelligentie-in-de-klantenservice/ Kunstmatige intelligentie in de klantenservice, wat zijn de voordelen en toepassingen Inhoudsopgave: AI in de klantenservice, wat houdt het in? Voordelen van een AI-chatbot bij de klantenserviceHoe worden AI-chatbots gebruikt? Voorbeelden hoe AI-chatbots worden ingezetConclusie Wat is AI in klantenservice? AI klantenservice verwijst naar het gebruik van kunstmatige intelligentie (AI) om klantenservice taken te automatiseren en aan te vullen. AI-chatbots zijn een van de meest voorkomende voorbeelden van AI in klantenservice. AI-chatbots zijn computerprogramma's die gesprekken met mensen kunnen simuleren. Ze kunnen worden getraind om vragen te beantwoorden, ondersteuning te bieden en problemen op te lossen. AI-chatbots worden vaak gebruikt op websites, sociale media, mobiele apps. Voordelen van AI-chatbots voor de klantenservice Het implementeren van een AI-chatbot voor de klantenservice bij webwinkels/detailhandel/reatailers biedt verschillende voordelen die zowel klanten als aanbieders helpen. Hier zijn enkele van de belangrijkste voordelen: 24/7 beschikbaarheid: Door AI aangedreven chatbots en virtuele assistenten kunnen klanten ondersteuning bieden rond de klok, zodat klanten op elk moment hulp kunnen krijgen, zelfs buiten de reguliere openingstijden. Efficiëntie: AI kan routinematige en repetitieve taken afhandelen, zoals het beantwoorden van veelgestelde vragen, het verwerken en volgen van bestellingen, waardoor menselijke agenten zich kunnen concentreren op meer complexe taken. Personalisatie: AI-algoritmen kunnen klantgegevens en gedrag analyseren om gepersonaliseerde productaanbevelingen, promoties en winkelervaringen te bieden, waardoor de kans op conversies en klanttevredenheid toeneemt. Snelle reacties: Chatbots en door AI gestuurde e-mails reacties bieden directe antwoorden op klantvragen, waardoor wachttijden worden verkort en responstijden worden verbeterd, wat cruciaal is in de detailhandel waar snelle... --- - Published: 2023-09-12 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/how-to-outsource-back-office-operations-in-2023/ How to Outsource Back Office Operations in 2023 Outsourcing back office support services can be a great way for businesses to reduce costs, improve efficiency, and focus on their core competencies. But not all outsourcing providers are created equal. Before choosing your BPO provider, let's dive deeper into the subject and learn more about the benefits of outsourcing back office support services, the key steps involved in the outsourcing process, and how to find the right provider.   Whether you're just starting to consider outsourcing or you're already in the process, we encourage you to read on to learn more. Table of contest: What is Back Office Outsourcing? Back Office Outsourcing Services IncludeWhat Are the Advantages of Back Office Outsourcing? Key Steps to Outsource Back Office Operations the Right WayConclusion What is Back Office Outsourcing? Back office outsourcing is the practice of hiring a third-party company to provide administrative and operational support services that are not directly related to the production of goods or services. This can include a wide range of tasks, such as data entry and processing, finance and accounting, human resources, customer support and much more. By outsourcing these tasks, businesses can free up their internal resources to focus on their core competencies, such as product development, marketing, and sales, which can lead to a number of benefits.   Overall, back office outsourcing can be a great way for businesses to reduce costs, improve efficiency, and focus on their core competencies. However, it is important to do... --- - Published: 2023-09-07 - Modified: 2024-01-03 - URL: https://pexly.com/blog/careers/copywriter-content-creator/ Copywriter/Content creator We are looking for a creative and dynamic Copywriter to help shape the voice of PEXLY brand. As a Copywriter, you'll create marketing copies that balances key Customer Support Outsourcing messages and benefits with thoughtful storytelling. You will work on a variety of projects, including blog articles, social media posts, website copy, email campaigns, digital ads, multi-channel campaigns, and brainstorming sessions. This is an exciting opportunity to be part of a talented and collaborative team and work on projects that inform, inspire, and make a real difference. We are seeking a remote Copywriter who is passionate about writing, has a good understanding of Outsourcing business, and is able to think creatively and strategically. PEXLY is an international company. We empower businesses all over the world by providing remote assistants and outsourced teams specialized in data collection and processing, customer support, agile sales, and marketing support. Responsibilities: Write, edit, and proofread copy assignments while meeting deadlines. Projects may include but will not be limited to: web copy/content, landing pages, emails, paid media ads, case studies, blog posts, social media, presentations etc. Collaborate with Sales&Marketing team to prepare materials that stream core ideas in a concise manner and engage readers Сommunicate clearly and succinctly to drive audiences to complete a desired action (persuade, inform, educate, convert etc. ) Implement SEO best practices to optimize copy/content as needed Maintain copy best practices Have experience in utilizing AI tools to improve own copies Requirements/Capabilities: Experience and understanding of Outsourcing/Outstaffing business. Excellent verbal... --- - Published: 2023-09-06 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/multichannel-vs-omnichannel-customer-service-which-one-is-right-for-your-business/ Multichannel vs Omnichannel Customer Service: Which One is Right for Your Business? Most businesses today offer multichannel customer service, which means they allow customers to interact with them through multiple channels, such as phone, email, chat, and social media. However, multichannel customer service does not provide a seamless experience. Customers may have to repeat themselves or provide the same information to different customer service representatives depending on the channel they use. Below we will discuss the difference of multichannel vs omnichannel customer service in more detail, compare each concept, and help you understand how to choose the most suitable customer service approach for your business. We will also discuss how businesses can implement omnichannel customer service. Table of contest: What is Omnichannel Customer Service? What is Multichannel Customer Service? Difference between omnichannel and multichannelWhich Customer Service Approach is Best for Your Business? When and why does your business need an omnichannel customer service strategy? How to transition from multichannel to omnichannel customer service? Conclusion What is Omnichannel Customer Service? Omnichannel customer service is a customer service strategy that provides customers with a seamless experience across multiple channels. This means that customers can interact with a business using the channel they prefer, such as phone, email, chat, social media, or in person, and still receive a consistent and personalized experience. For example, a customer might start a chat conversation with a customer service representative about a product they are interested in. The customer service representative would be able to see the... --- - Published: 2023-08-31 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/response-time-metrics-2023-guide-explanation/ Response Time Metrics 2023: Guide & Explanation Response time (FRT) is the amount of time it takes for a customer service agent to respond to a customer inquiry. It is an important metric for measuring the efficiency and effectiveness of a customer service team. A good FRT can help to improve customer satisfaction and loyalty, and can also help to reduce costs associated with customer churn. In today's digital age, customers expect quick and efficient responses to their inquiries. A slow FRT can lead to customer dissatisfaction and lost sales. Therefore, it is important for businesses to monitor their FRT and take steps to improve it. Let’s see the different response time metrics, how to improve FRT, and the recommended response time benchmarks for different channels and industries.   Table of contest: What is the Response Time and Which is the Recommended One? Response Time MetricsWhat is a Good Average Response Time? 5 Tips to Improve Your First Response TimeConclusion What is the Response Time and Which is the Recommended One? FRT is the amount of time it takes for a customer service representative to respond to an inquiry from a customer. It is measured in seconds or minutes. The recommended response time depends on the communication channel, the industry, and the customer's expectations. Phone calls: The recommended FRT for phone calls is 1-2 minutes. This is because customers who call expect a quick response, as they are often calling with a pressing issue. Live chat: The recommended response time... --- - Published: 2023-08-29 - Modified: 2023-11-08 - URL: https://pexly.com/blog/careers/german-speaking-customer-support-representative-2/ German Speaking Customer Support Representative APPLY NOW Join our fast growing company as a Customer Support Representative with German C1 and English B2 language skills. You will be a part of a dream-team who will maintain and develop healthy customer relationship for the German beauty brand. It is a remote full-time position At PEXLY you have great opportunity to get: Experience in the international company working with people around the globe;Compensation – 800$ for the first 3 months, and 900$ after 3 months;Training will be provided by the company and the client;Dynamic work in a young team of like-minded people;Management's attention, support and motivation. Your responsibilities: Handling clients request via email and WhatsApp;Work with Zendesk platform;Perform other related CS tasks;Reporting to senior management. You are our perfect candidate if you have: German C1 (writing and speaking);English B2 (writing and speaking);Experience in customer support;Knowledge of CRM (Zendesk will be an advantage);You can work from home, don’t be distracted;Knowledge of Google Workspace (Gmail, Docs, Sheets, Calendar);Have your own PC and good Internet connection. PEXLY is a global company. We empower businesses all over the world through providing remote assistants and outsourced teams specialized in customer support, tech support, back office activities, and agile sales and marketing support. We respect the individuality and culture of each member of our large team, and appreciate the contribution of each employee to support our Customers. We will be glad to welcome you to our team. Grow your career with PEXLY! Send Your CV Want to join our team just... --- - Published: 2023-08-23 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-support/how-to-retain-and-motivate-a-remote-customer-support-team-tips-from-pexlys-experience/ How to Retain and Motivate a Remote Customer Support Team: Tips from Pexly's Experience In today's increasingly digital world, remote work has become the norm for many businesses, including remote customer support teams. As companies strive to meet the growing demands of their customers, maintaining a motivated and efficient remote customer support team is essential for ensuring exceptional service and fostering positive customer relationships. However, managing a remote team presents unique challenges, such as communication barriers, employee engagement, and performance monitoring. By effectively addressing these issues, businesses can keep their remote customer support teams motivated and reduce attrition rates, leading to improved KPIs and overall satisfaction for both employees and customers. In this article, we will share Pexly's expertise and experiences in managing remote customer support teams, offering insights and practical tips that have proven successful in retaining and motivating our team members. Table of contents: Uncovering Challenges of Managing Remote Customer Support Pexly's Expert Tips for Motivating and Retaining Remote Customer Support Teams Connecting the Dots: How Pexly’s Motivation and Retention Strategies Impact Results Conclusion Trust Pexly: Your Partner for Remote Customer Support Uncovering Challenges of Managing Remote Customer Support Managing remote customer support teams comes with a unique set of challenges that can impact employee motivation, attrition rates, and KPI achievements. These challenges include: a) Monotonous work: Customer support tasks can be repetitive, leading to disengagement and high attrition rates if employees feel undervalued or unfulfilled in their roles. b) Maintaining motivation: Ensuring agents stay motivated is crucial... --- - Published: 2023-08-21 - Modified: 2023-08-21 - URL: https://pexly.com/blog/customer-care/how-to-manage-customer-service-across-multiple-marketplaces/ How to Manage Customer Service Across Multiple Marketplaces? Tips for Marketplace Sellers The growth of marketplaces like Amazon, eBay, and Etsy has made it easier for sellers to reach a wider audience without having to invest in their own website or inventory. In 2021, global retail e-commerce sales reached $4. 9 trillion, and this number is expected to continue to grow in the coming years. However, selling on online marketplaces can also be a challenge. One of the biggest challenges is managing customer service across multiple channels. Let's discover what are the challenges that marketplace sellers face when managing customer service across multiple channels. And learn the tips on how to overcome these challenges for your business. Table of contest:1. Challenges for Marketplace Sellers2. Marketplace vs. Seller Support3. Solutions for Marketplace Sellers4. CRM Tools for Multi-Channel Support5. How to Choose an Outsourcing Customer Service Provider Challenges for Marketplace Sellers Selling on online marketplaces can be a great way to reach a wider audience and grow your sales. However, it also comes with its own set of challenges. Here are some of the biggest challenges that marketplace sellers face when it comes to customer service: Understanding the specifics of each marketplace: Each marketplace has its own set of policies, user interfaces, and tools. This can make it difficult for sellers to keep track of all the different requirements and procedures. As a result, sellers may make mistakes when responding to customer inquiries, which can lead to confusion and frustration. Managing queries... --- - Published: 2023-08-21 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/hoe-beheer-je-klantenservice-op-meerdere-platformen-tips-voor-marktplaatsverkopers/ Hoe beheer je klantenservice op meerdere platformen? Tips voor marktplaatsverkopers De groei van marktplaatsen, zoals Amazon, eBay en Etsy, heeft het verkoopproces vergemakkelijkt voor verkopers. Zij kunnen tegenwoordig een groot publiek bereiken zonder een eigen website of inventaris. In 2021 bedroeg je verkoop via e-commercie 4,9 biljoen dollar, dit aantal wordt verwacht de komende jaren te blijven groeien. Maar het grote nadeel van online markplaatsen is dat het beheren van een klantenservice verspreid is over meerdere kanalen. Laten we eens kijken met welke uitdagingen verkopers op online marktplaatsen te maken krijgen tijdens het beheren van hun klantenservice en leer hoe je van deze uitdagingen kunt winnen. Inhoud: 1. Uitdagingen voor verkopers op online marktplaatsen2. Marktplaats- vs. Verkopersondersteuning3. Oplossingen voor verkopers op online marktplaatsen4. CRM-tools voor ondersteuning bij meerdere kanalen5. Hoe kies je een provider voor het outsourcen van klantenservice Uitdagingen voor verkopers op online marktplaatsen Verkopen op online marktplaatsen kan een uitkomst zijn om een groter publiek te bereiken en je omzet te vergroten. Jammer genoeg brengt het ook een aantal uitdagingen met zich mee. Hieronder behandelen wij een paar van de grootste uitdagingen waar marktplaatsverkopers mee te maken krijgen wat betreft klantenservice: De specifieke kenmerken van elke marktplaats begrijpen: Elk marktplaatsplatform heeft een eigen beleid, gebruiksinterfaces en tools. Dit kan het moeilijk maken voor de verkopers om met alle verschillende vereisten en procedures het overzicht te bewaren. Hierdoor kunnen fouten worden gemaakt bij het beantwoorden van klantenvragen, met verwarring en frustratie als gevolgen. Vragen beheren op verschillende platformen: Aangezien... --- - Published: 2023-08-11 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/improve-customer-experience-7-steps-of-personalization-strategy/ Improve Customer Experience: 7 Steps of Personalization Strategy In the changing world of business and customer interactions, personalized experiences are becoming really important. As competition gets tougher, giving unique and tailored experiences stands out. For instance, did you know that 91% of customers are more likely to buy from brands that offer personalized offers and suggestions? This shows how much people like personalized experiences. In this guide, we'll look into how to personalize and improve customer experiences —why they matter, the good things they bring, and practical strategies to make them work. Table of contents:1. Personalized customer experience2. Wh‎y customer experience personalization is so important now - Optimal Method for Enhancing Customer Retention - Organic Approach to Amplify Conversion Rates - Pathway to Foster Customer Loyalty3. Customer Experience Personalization Strategy in 7 Steps - Audience Segmentation and Building Customer Profiles - Developing Omnichannel Customer Support Strategy - Automation of Customer Experience - Delivering Contextual Support - Introducing a Self Service Experience - Considering Customer Feedback - Personalizing Every Communication4. Success Stories - A Real-life Challenge Overcome5. Conclusion Personalized customer experience Today having a product isn't enough. Creating special experiences for customers has become vital for businesses. These experiences decide whether customers stick around or look elsewhere. Surprisingly, 73% of businesses now compete by providing great customer experiences. But here's the thing: as companies use more machines, they might forget the personal touch. That's why 80% of customers like brands that treat them as important and are even ready to buy... --- - Published: 2023-08-11 - Modified: 2023-10-11 - URL: https://pexly.com/nl/blog/klantenservice/klantenservice-verbeteren-7-stappen-van-personalisatie-strategie/ Klantenservice verbeteren: 7 stappen van personalisatie strategie In de veranderende wereld van bedrijven en klantinteracties worden gepersonaliseerde ervaringen steeds belangrijker. Wanneer de competitie steeds harder wordt, valt een unieke en op maat gemaakte beleving op. Wist je bijvoorbeeld dat 91% van alle klanten sneller geneigd zijn iets te kopen bij merken die gepersonaliseerde aanbiedingen geven en suggesties doen? Dit geeft aan in hoeverre mensen houden van persoonlijke ervaringen. In deze gids nemen we een kijkje in hoe we klantenervaringen kunnen personaliseren en verbeteren - waarom ze er toe doen, wat ze opleveren en praktische tactieken om ze te laten werken. Inhoud: Gepersonaliseerde klantenervaring Waarom gepersonaliseerde klantenervaring juist nu zo belangrijk is Personaliseringsstrategie voor klantervaring in 7 stappen Succesverhalen - Een uitdaging uit de echte wereld overwonnen Conclusie Gepersonaliseerde klantenervaring Vandaag de dag is het niet meer genoeg om een product te hebben. Het creëren van een speciale ervaring voor de klanten is essentieel geworden voor bedrijven. Deze ervaringen bepalen of een klanten blijven hangen of ze ergans anders gaan kijken. Het bieden van buitengewoon goede klantenervaringen is voor 73% van bedrijven dé manier geworden om te concurreren. Maar velen zullen het persoonlijke tintje misschien vergeten bij het toenemende gebruik van machines. Juist daarom geeft 80% van de consumenten de voorkeur aan merken die hen als belangrijk behandelen en is zelf bereid om meer te kopen. Waarom gepersonaliseerde klantenervaring juist nu zo belangrijk is Een gepersonaliseerde klantenervaring is nu belangrijker dan ooit. Het aanpassen van je klantencontact is tegenwoordig niet alleen... --- - Published: 2023-08-02 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/after-sales-services/ After Sales Services Strategy: A Comprehensive Guide  The services that a company provides after a customer has made a purchase are called after-sale services, or less frequently also post-sale services. After sales services benefit both customers and companies in multiple ways. They enhance customer experience, foster loyalty, and promote positive reviews. Implemented properly they tend to increase customer satisfaction and retention. Why is After-Sales-Management important? What components are essential for an effective after sales strategy? Find the answers and other interesting tidbits in our article below.   Table of contents:Components of an Effective After Sales Service StrategyBenefits of Implementing an After Sales Service StrategyImplementing an Effective After Sales Service StrategyOutsourcing After Sales ServicesConclusion Components of an Effective After Sales Services Strategy To create a truly exceptional after-sales service experience, businesses must implement a well-rounded strategy that encompasses various essential components. Let's explore the key elements that form the foundation of a successful after-sales service approach. Keep in mind though that over communicating also comes with negative effects. So it's essential to find a balance between the different elements in a way that hits the “sweet spot” for your customers, where they feel valued and informed, but not spammed or pushed towards further purchases a. Customer Support and Assistance: At the heart of every effective after-sales service strategy lies a customer-centric approach. It is crucial to offer customers the support and assistance they need when they encounter issues or have questions about their purchase. A professional and dedicated customer support team... --- - Published: 2023-07-25 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/web3-customer-support-power-of-collaboration-and-smart-contracts%ef%bf%bc/ Web3 Customer Support: Power of Collaboration and Smart Contracts Web3 technology is transforming customer support with innovative solutions that differ from traditional methods. Below, we'll explore Web3 customer support in easy-to-understand terms, highlighting the power of user collaboration and smart contracts to address user needs and questions. Understanding Web3 Customer Support: Web3 customer support represents a fresh approach to assisting users, operating differently compared to the past. Example 1: Community Assistance Imagine you use a special social network on Web3 and you have a question or a problem. Instead of asking a specific support team, you can reach out to other users who are familiar with this network. This way, users help each other solve problems and create a supportive environment. Example 2: Smart Contracts for Dispute Resolution Imagine you want to buy something on a different Web3 market, but you encounter a disagreement with the seller. Instead of dealing with support, you can use a "smart contract. " It is like having an intelligent assistant that solves disputes automatically, ensuring a fair outcome without delays. Smart contracts follow predefined rules based on agreed conditions, eliminating the need for intermediaries and speeding up the resolution of disputes. Example 3: Data Ownership In Web3, you have more control over your personal information. Unlike services where all your data is stored in one place, in Web3, your data is spread across various computers, and you choose who gets to see it. This technology is called blockchain and allows you to have more... --- - Published: 2023-07-18 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/hoe-een-boze-klant-de-escaleren-en-de-klantenservice-verbeteren/ Hoe een boze klant de-escaleren en de klantenservice verbeteren In de zakenwereld van vandaag wordt de klant altijd geacht gelijk te hebben. Dit betekent dat klantenserviceteams vaak te maken krijgen met ontevreden klanten, wat een regelmatige uitdaging vormt die klantenserviceagenten hoofdpijn kan bezorgen. Bij Pexly hebben we uitgebreide ervaring in het omgaan met boze klanten. In deze handleiding geven we een eenvoudige en directe set instructies die geschikt zijn voor zowel managers als medewerkers van de klantenservice. Ons doel is om eenvoudig te volgen richtlijnen te bieden die uw medewerkers helpen om moeilijke situaties te de-escaleren en de klantenservice te verbeteren. Daarnaast gaan we in op de voordelen van outsourcing, wat een effectieve oplossing kan zijn voor CEO's die problemen met ontevreden klanten effectief willen aanpakken. Inhoudsopgave: 1. Wat is de-escalatie? 2. Tips om een moeilijke situatie te de-escaleren3. Is het oplossen van een probleem eenvoudiger via een telefoongesprek? 4. Hoe kan uitbestede klantenondersteuning jouw bedrijf voordeel opleveren? 5. Samengevat Wat is de-escalatie? Het beheersen van de-escalatietechnieken is essentieel in de klantenservice. Het houdt in dat je specifiek gedrag toepast om klanten te kalmeren en conflicten effectief op te lossen. De eerste stap is het creëren van een rustige omgeving, met als doel hun zorgen weg te nemen en ervoor te zorgen dat ze tevreden zijn. Het is echter cruciaal om te erkennen dat niet alle mensen hun frustraties op dezelfde manier uiten. Elke klant is uniek en hun uitingen van ontevredenheid kunnen verschillen. Tips om een moeilijke situatie te... --- - Published: 2023-07-18 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/how-to-de-escalate-an-angry-customer-and-improve-customer-support/ How to De-Escalate an Angry Customer and Improve Customer Support In today's business world, the customer is always considered to be right. This means that customer support teams often encounter unhappy clients, posing a regular challenge that can give headaches to customer service agents. At Pexly, we have extensive experience in handling angry customers. In this guide, we will provide a simple and direct set of instructions that are suitable for customer department heads and customer service agents alike. Our goal is to offer easy-to-follow guidance that will assist your agents in calming difficult situations and enhancing customer support. Additionally, we will explore the advantages of outsourcing, which can be an effective solution for CEOs seeking to effectively address issues with dissatisfied customers. Table of contents:1. What de-escalation is? 2. Tips for De-Escalating a Difficult Situation3. Is Resolving the Issue Easier Through Phone Conversations? 4. How Can Outsourced Customer Support Benefit Your Company? 5. In Summary What de-escalation is? Mastering de-escalation techniques is essential in customer support. It entails utilizing specific behaviors to pacify customers and effectively resolve conflicts. The initial step is to create a calm environment, aiming to address their concerns and ensure their contentment. Nevertheless, it's crucial to acknowledge that not all individuals express their frustrations in the same manner. Each customer is unique, and their manifestations of dissatisfaction may vary. Tips for De-Escalating a Difficult Situation When you encounter an upset customer, it's important to address the problem right away and find the fastest and most... --- - Published: 2023-07-11 - Modified: 2024-03-15 - URL: https://pexly.com/blog/case-studies-articles/optimizing-support-shared-customer-service-team-for-low-ticket-volumes/ Clients Profile: Companies with low ticket volumes across diverse industries such as travel, retail, telecom, ecommerce, e-learning, and more. Despite lower ticket volumes, these companies still require efficient customer support to address inquiries, provide product assistance, offer technical troubleshooting, maintain brand reputation, and prepare for future growth. Overview Pexly addressed the demand from companies that needed customer support but didn't require a full dedicated team yet. We created a solution by offering a shared customer support team, providing full management without the overhead. With our shared team, we ensured continuous 24/7 customer support through effective processes such as quality assurance, onboarding, reporting, and scheduling. Challenge: Companies face the challenge of meeting their customer support needs without the resources for a dedicated team. However, efficient and reliable customer support remains crucial for these companies. The main challenge for the QA & Training department and Project Coordinator is to establish a streamlined workflow that caters to multiple projects, create a comprehensive knowledge base and FAQs for agents, and effectively prioritize tasks. The goal is to ensure consistent knowledge levels among the shared team members, while also meeting the unique Key Performance Indicator (KPI) requirements of each project. To achieve this, weekly and monthly quizzes are implemented to maintain agent expertise and proficiency in handling customer queries. Solution Pexly offers a shared customer service solution that ensures you still have access to a full management team. With our shared customer service team model, small companies can benefit from the expertise and support of... --- - Published: 2023-07-05 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/pexly-saving-the-world-through-remote-working-sustainability/ In this article, we will explore how Pexly, an innovative outsourcing company, is leading the charge in saving the world through its commitment to remote working. Outsourcing companies, which often have large workforces, require substantial resources to operate efficiently. These companies typically house thousands of employees in centralized office spaces to handle various projects and client requirements. However, Pexly's transition to a fully remote work model not only optimizes its operations but also contributes to resource conservation, reduced carbon emissions, and a more sustainable future. Join us as we delve into the ways Pexly revolutionizes the industry, saving the world through remote working. Table of contents: 1. Office Space and Infrastructure 2. Energy Conservation 3. Minimizing Waste Generation 4. Encouraging a Greener Lifestyle 5. Conclusion Office Space and Infrastructure: Outsourcing companies, such as Pexly, traditionally rely on massive office spaces to accommodate their large workforce. These office spaces consume significant amounts of energy and resources for construction, maintenance, and day-to-day operations. However, by embracing remote working, Pexly eliminates the need for such extensive office spaces. This reduction in physical infrastructure not only saves resources but also minimizes the environmental impact associated with building construction, energy consumption, and waste generation. Fact: According to the U. S. Green Building Council, buildings are responsible for 39% of CO2 emissions in the United States, with commercial buildings contributing a significant portion of that total. Energy Conservation: Operating a traditional office requires substantial energy consumption for lighting, heating, cooling, and running various office equipment. In... --- - Published: 2023-06-30 - Modified: 2024-01-30 - URL: https://pexly.com/blog/case-studies-articles/building-successful-remote-teams-for-travel-arrangements-industry/ Client Profile: INDUSTRY: Travel Arrangements HQ: Montreal, Canada Client Profile: 51–200 employees Company Bio:Operating in the travel arrangements industry, the company was inspired by the CEO's personal travel experiences across South America. It specializes in selling bus tickets and providing comprehensive post-sale support services, setting new standards in accessibility and user-friendliness for inter-city bus travel. Overview Pexly played a crucial role in transforming a travel company's operations by successfully assembling a proficient remote team of mapping agents. This significantly improved the accuracy of bus routes and decreased customer queries by 30%, leading to greater operational efficiency and higher customer satisfaction levels. Challenge The primary challenge involved building a remote team of agents that were both tech-savvy and geographically knowledgeable. Ensuring seamless communication and smooth operations despite the remote nature of the team posed additional challenges. Solution To overcome these hurdles, Pexly, an expert in recruitment and team building, was brought in. Pexly recruited agents who were fluent in English, highly computer literate, and possessed necessary soft skills such as problem-solving and adaptability. An experienced team leader was also appointed to provide comprehensive training in key areas, such as mapping bus stop locations. At present, Pexly's role extends beyond recruitment; it includes providing continuous support, diligent monitoring, regular maintenance, and troubleshooting to maintain high levels of performance and service continuity. Results Thanks to Pexly's strategic approach, a proficient remote team of mapping agents was successfully assembled. This team has accurately located up to 6000 bus stops, improving the accuracy of bus... --- - Published: 2023-06-28 - Modified: 2023-07-17 - URL: https://pexly.com/blog/customer-care/bad-customer-service-how-to-not-to-do-funny-stories/   Bad customer service. We've all been there, right? Maybe you had a support agent who seemed to be from another planet, or perhaps you were left waiting for a response that never came. Sure, these stories can make for a good laugh, but they're usually signs of serious issues behind the scenes at a company. In this article, we're going to share some stories about bad customer service that are so wild, they're funny. But don't be fooled by the humor. These stories are also packed with lessons on what not to do in customer service and how to avoid these pitfalls. So let's step into the wacky world of bad customer service and find out what we can learn. Table of contents: 1. The Root of Customer Support Fails 2. A Comic Look at Bad Customer Service 3. Business Impact of Customer Support Fails 4. The Takeaway  The Root of Customer Support Fails Think of those side-splitting customer support incidents as not just comical stories but as SOS signals indicating deeper problems that businesses need to fix promptly. Let's take a sneak peek at the common culprits and how to deal with them: Leadership? What Leadership? : Chaos is often the child of poor leadership. Disorganization, inefficient responses, and customer service mishaps often stem from ineffective management. Solution: Get your act together with well-structured management strategies. Regular team huddles, performance reviews, and a planned workflow can bring in the much-needed sanity. Or, let pros handle it. Teams like... --- - Published: 2023-06-16 - Modified: 2024-01-30 - URL: https://pexly.com/de/blog/unkategorisiert/ein-dynamisches-duo-die-kombination-von-mensch-und-ki-im-kundenservice/ Ein dynamisches Duo: Die Kombination von Mensch und KI im Kundenservice KI im Kundenservice ist wie ein hyperaktiver Kumpel an deiner Seite. Ausgefallene Technologien wie KI basierte Chatbots, maschinelles Lernen und natürliche Spracherkennung werden eingesetzt, um Customer Care zu revolutionieren. KI hilft wiederkehrende Aufgaben zu bearbeiten, bietet schnelle Antworten und analysiert Daten, um personalisierte Lösungen bereitzustellen, die Kunden begeistern. Während KI-Technologien alleine bereits Prozesse im Kundenservice optimieren, birgt die Kombination aus menschlicher Intelligenz mit KI viel größere Potenziale als alles Menschliche durch KI zu ersetzen. Daher sollte man eigentlich genauer darauf schauen wie speziell die Zusammenarbeit zwischen Menschen und KI im Kundenservice besser genutzt werden kann. Dieses Feld nennt man mittlerweile kollaborative Intelligenz – eine Partnerschaft zwischen menschlichem Fachwissen und KI-Brillanz, die darauf abzielt, beeindruckende Customer Experiences zu liefern. Inhaltsverzeichnis: 1. Wie KI basierte Chatbots Ihren Customer Support verbessern2. Voraussetzungen für kollaborative Intelligenz im Kundenservice3. Fazit Wie KI basierte Chatbots Ihren Customer Support verbessern 1. Effizienz Boost: Da KI mittlerweile wiederkehrende Aufgaben übernehmen kann, können sich Supportmitarbeiter auf komplexe Support Anfragen konzentrieren, die ihr Fachwissen erfordern. Diese optimierte Aufgabenverteilung steigert die Effizienz des Customer Support Teams und ermöglicht es den Support-Mitarbeitern, ein größeres Volumen an anspruchsvollen Tickets zu bearbeiten und Kunden zeitnah Lösungen für komplexe Anfragen zu liefern. 2. Ständige Verfügbarkeit: KI-gestützte Chatbots schlafen nicht und brauchen keine Pausen. Sie arbeiten rund um die Uhr und sind bereit, Kunden jederzeit und überall zu antworten. Kein Warten mehr bis zum nächsten Werktag! Kontinuierlicher Support sorgt dafür, dass Sie sich mit schnellen... --- - Published: 2023-06-16 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/geen-onderdeel-van-een-categorie/ai-en-klantenservice/ Het dynamische duo: mensen en AI verbazen in klantenservice AI in de klantenservice is als het hulpje van een superheld. Het maakt gebruik van geavanceerde technologieën zoals chatbots, machine learning en natuurlijke taalverwerking om de klantenservice te verbeteren. AI neemt terugkerende taken voor zijn rekening, geeft snelle antwoorden en analyseert gegevens om gepersonaliseerde oplossingen te bieden die klanten versteld doen staan. Hoewel AI-technologieën aanzienlijke vooruitgang brengen in de klantenservice, levert het combineren van menselijke intelligentie met AI nog grotere voordelen op. Dit is waarom het altijd beter is om de samenwerking tussen mens en AI in de klantenservice te omarmen. Dit is wat een collaboratieve intelligentie wordt genoemd - partnerschap tussen menselijke expertise en AI-briljantheid gericht op het leveren van verbluffende resultaten in je klantenservice. Inhoudsopgave: 1. 10 manieren waarop je AI-chatbot voor klantenservice je bedrijf kan verbeteren! 2. Essentiële richtlijnen voor het bereiken van effectieve samenwerking tussenMensen en AI in Klantenservice3. Conclusie 10 manieren waarop je AI chatbot voor klantenservice je bedrijf kan verbeteren! 1. Superieure efficiëntie: Doordat AI zich bezighoudt met terugkerende taken, kunnen menselijke klantenservicemedewerkers zich richten op complexe problemen die hun expertise vereisen. Deze gestroomlijnde samenwerking maximaliseert de efficiëntie, waardoor agents een groter volume aan uitdagende zaken kunnen afhandelen en snelle oplossingen kunnen leveren. 2. 24/7 beschikbaar: AI-gestuurde chatbots slapen niet en nemen geen pauzes. Ze werken de klok rond en staan altijd en overal klaar om klanten te helpen. Je hoeft niet meer te wachten tot de volgende werkdag! Zulke constante ondersteuning houdt klanten tevreden... --- - Published: 2023-06-06 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/how-to-scale-up-and-down-customer-support-without-compromising-service/ How to Scale Customer Support (Up and Down) Without Compromising Service Scaling customer support is a crucial consideration for CEOs and founders looking to meet the demands of a growing business. The challenge lies in scaling up and scaling down customer support teams effectively without compromising service quality. So we decided to explore the reasons behind the need to scale customer support, the challenges involved, and how outsourcing can provide a valuable solution.   Reasons for Scaling Up and Scaling Down Customer Support Teams There are several reasons why companies consider scaling their customer support teams: Increased or Decreased Customer Demand or Business Growth Companies operating in industries such as retail, e-commerce, travel, hospitality, and gaming often experience fluctuations in customer demand due to high and low seasons. Scaling support ensures that businesses can meet the varying needs of their customers during different periods. Launch of New Products or Services Introducing new products or services can significantly impact customer support requirements. Scaling up the support team helps ensure that customers receive prompt assistance and guidance during the product launch phase. Seasonal Fluctuations in Customer Demand Seasonal peaks and valleys in customer demand can strain in-house support teams. Scaling up during peak seasons allows businesses to handle increased volumes efficiently, while scaling down during slower periods optimizes resource allocation. Cost-Saving Measures during Lean Periods During lean periods or economic downturns, businesses may need to reduce costs without compromising customer support. Scaling down the support team can be an effective strategy to... --- - Published: 2023-06-06 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/klantenservice-opschalen-en-afschalen/ Hoe schaal je klantenondersteuning (omhoog en omlaag) zonder afbreuk te doen aan de service Het schalen van de klantenservice is een cruciale overweging voor CEO's en eigenaren die willen voldoen aan de eisen van een groeiend bedrijf. De uitdaging ligt in het effectief op- en afschalen van klantenserviceteams zonder afbreuk te doen aan de servicekwaliteit. Daarom besloten we de redenen achter de noodzaak om de klantenservice op te schalen te onderzoeken, evenals de uitdagingen die daarbij komen kijken en hoe outsourcing een waardevolle oplossing kan bieden. Inhoudsopgave: Redenen voor het opschalen en afschalen van klantenserviceteamsUitdagingen voor het opvoeren van klantenserviceteamsUitdagingen voor het afschalen van klantenserviceteamsVoordelen van opschalen en afschalenOutsourcing inzetten voor schaalvergroting en schaalverkleiningBeste praktijken voor opschalen en afschalenConclusie Redenen voor het opschalen en afschalen van klantenserviceteams Er zijn verschillende redenen waarom bedrijven overwegen om hun klantenserviceteams uit te breiden: Toegenomen of afgenomen vraag van klanten of bedrijfsgroei Bedrijven die actief zijn in sectoren zoals retail, e-commerce, reizen, horeca en gaming hebben vaak te maken met schommelingen in de vraag van klanten als gevolg van hoog- en laagseizoenen. Schaalbare ondersteuning zorgt ervoor dat bedrijven kunnen voldoen aan de wisselende behoeften van hun klanten tijdens verschillende periodes. De lancering van nieuwe producten of diensten De introductie van nieuwe producten of diensten kan een aanzienlijke impact hebben op de ondersteuning die klanten nodig hebben. Door het supportteam uit te breiden, kunnen we ervoor zorgen dat klanten tijdens de productlanceringsfase snel hulp en begeleiding krijgen. Seizoensgebonden schommelingen in de vraag van klanten Seizoensgebonden... --- - Published: 2023-05-31 - Modified: 2023-09-25 - URL: https://pexly.com/blog/customer-care/how-to-provide-great-hospitality-and-travel-customer-service/ How to Provide Great Hospitality and Travel Customer Service Summer is here, marking a peak period for the hospitality and travel customer service. In this competitive domain, superior travel customer service becomes even more crucial. The industry's success hinges on delivering excellent customer experiences, employing cutting-edge technology, and considering viable strategies like outsourcing.   Let's journey through these key areas and how they shape your business. Understanding the Hospitality and Travel Customer Service. The first step to providing exceptional customer service in the hospitality industry is gaining a deep understanding of your customers' expectations. Here's how you can do it: 1. Capture customer feedback: Tools such as customer surveys, feedback forms, or direct interactions can offer valuable insights into your customers' unique preferences and requirements. Use this information to tailor your services, creating a more personalized and satisfying customer experience. 2. Stay agile: The dynamic nature of the travel industry necessitates businesses to be adaptable. Demand fluctuates, competition intensifies, and maintaining a high standard of service across numerous touchpoints is essential. Being able to respond swiftly and effectively to these changes will put you in a stronger position to meet customer needs. 3. Detail-oriented approach: Exceptional travel customer service involves going beyond the basics. Focus on the finer details that could elevate a customer's experience - from a quick check-in process to offering local travel tips. These details can leave a lasting impression, fostering a sense of loyalty. Leveraging Technology for Enhanced Travel Customer Service Modern technology offers numerous opportunities... --- - Published: 2023-05-31 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/klantenservice-reisindustrie/ Hoe u een uitstekende klantenservice in de horeca en reisbranche kunt bieden Het is zomer en dat betekent een piekperiode voor de horeca en de klantenservice in de reissector. In dit concurrerende domein wordt een superieure klantenservice nog crucialer. Het succes van de sector hangt af van het leveren van uitstekende klantervaringen, het gebruik van geavanceerde technologie en het overwegen van haalbare strategieën zoals outsourcing. Laten we eens kijken naar deze belangrijke gebieden en hoe ze je bedrijf vormgeven. Inhoudsopgave: 1. Inzicht in de klantenservice in de horeca en reisbranche2. Technologie inzetten voor een betere klantenservice op reis3. Outsourcing omarmen in de reis- en horeca-industrie4. Succesverhaal5. Conclusie6. Vertrouw op uw klantenservice bij Pexly Inzicht in de klantenservice in de horeca en reisbranche De eerste stap naar een uitzonderlijke klantenservice in de horeca is een goed begrip krijgen van de verwachtingen van je klanten. Dit is wat je kunt doen: 1. Leg feedback van klanten vast: Tools zoals klantenenquêtes, feedbackformulieren of directe interacties kunnen waardevolle inzichten bieden in de unieke voorkeuren en vereisten van uw klanten. Gebruik deze informatie om uw diensten op maat te maken en zo een meer gepersonaliseerde en bevredigende klantervaring te creëren. 2. Agile blijven: De dynamische aard van de reisindustrie vereist dat bedrijven zich kunnen aanpassen. De vraag fluctueert, de concurrentie wordt heviger en het handhaven van een hoge servicestandaard op verschillende contactpunten is essentieel. Als je snel en effectief kunt reageren op deze veranderingen, ben je beter in staat om aan de behoeften van je... --- - Published: 2023-05-26 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/iso-27001-certificering/ Gegevensbeveiliging is belangrijk: Pexly's streven naar ISO 27001-certificering We zijn er trots op te kunnen melden dat Pexly, een bedrijf dat wereldwijd remote werkt, opnieuw onze ISO 27001-certificering heeft bevestigd. Deze certificering is geen recente prestatie, maar een voortdurende bevestiging van onze toewijding aan het handhaven van een veilige omgeving voor de gegevens die we verwerken. Hieronder duiken we in de beveiligingsmaatregelen die we hebben geïmplementeerd en hoe onze goedgekeurde beheersystemen van toepassing zijn op onze omvang van klantenondersteuning en backoffice-services voor derden, waaronder de afhandeling van e-mails, chat, telefoon en sociale media. Gegevensbeveiliging garanderen in een externe omgeving Als extern bedrijf dat wereldwijd opereert, begrijpen we het belang van gegevensbeveiliging in het huidige digitale landschap. Onze ISO 27001-certificering laat zien hoe toegewijd we zijn aan het beschermen van de informatie die we voor onze klanten verwerken. We hebben strenge beveiligingsmaatregelen geïmplementeerd om gegevens te beschermen, ongeacht waar onze teamleden zich bevinden. Uitgebreide beveiligingsmaatregelen: Om te voldoen aan de ISO 27001-normen hebben we een reeks beveiligingsmaatregelen geïmplementeerd. Deze omvatten, maar zijn niet beperkt tot: 1. Informatiebeveiligingsbeleid: Bepaalt de richting en doelstellingen voor informatiebeveiliging binnen onze organisatie. 2. Beleid voor risicobeoordeling en -beheer: Definieert het proces voor het identificeren en beheren van risico's voor informatiebeveiliging. 3. Beleid voor toegangscontrole: Regelt de toegang tot informatie en informatieverwerkingsfaciliteiten. 4. Incident Management Policy: Schetst procedures voor het detecteren van en reageren op beveiligingsincidenten. 5. Beleid voor bedrijfscontinuïteit en noodherstel: Garandeert de continuïteit van kritieke bedrijfsfuncties bij verstorende incidenten. 6. Beleid voor aanvaardbaar gebruik: Definieert... --- - Published: 2023-05-26 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/data-security-matters-pexlys-commitment-to-iso-27001-certification/ Data Security Matters: Pexly's Commitment to ISO 27001 Certification We are proud to share that Pexly, a global remote company, has once again confirmed our ISO 27001 certification. This certification is not a recent achievement but a continued affirmation of our commitment to maintaining a secure environment for the data we handle. Below we will dive into the security measures we have implemented and how our approved management systems apply to our scope of customer support and back-office services for third parties, including handling emails, chat, phone, and social media. Ensuring Data Security in a Remote Environment: As a remote company operating globally, we understand the importance of data security in today's digital landscape. Our ISO 27001 certification demonstrates our dedication to protecting the information we handle for our clients. We have implemented stringent security measures to safeguard data, no matter where our team members are located. Comprehensive Security Measures: To meet the ISO 27001 standards, we have implemented a range of security measures. These include but not limited to: 1. Information Security Policy: Sets the direction and objectives for information security within our organization. 2. Risk Assessment and Management Policy: Defines the process for identifying and managing information security risks. 3. Access Control Policy: Governs access to information and information processing facilities. 4. Incident Management Policy: Outlines procedures for detecting and responding to security incidents. 5. Business Continuity and Disaster Recovery Policy: Ensures the continuity of critical business functions in disruptive incidents. 6. Acceptable Use Policy: Defines guidelines for... --- - Published: 2023-05-23 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/verbeter-jouw-saas-klantondersteuning-met-pexly/ SaaS-klantondersteuning uitbesteden: Een game changer voor efficiëntie en gebruikerstevredenheid Software as a Service, of SaaS, is zoiets als software huren in plaats van kopen. Het is een manier om software online te gebruiken, zonder dat je iets op je computer hoeft te installeren. Voorbeelden hiervan zijn Google Apps, Salesforce of Dropbox. Omdat SaaS online is en door veel verschillende mensen wordt gebruikt, heeft het uitstekende klantenondersteuning nodig. Ook al is het de bedoeling dat dit soort diensten makkelijk te gebruiken zijn, mensen zullen altijd vragen hebben of tegen problemen aanlopen. Ze kunnen hulp nodig hebben bij het uitzoeken hoe ze de software moeten gebruiken, ze kunnen een bug vinden of vragen hebben over hun abonnement of rekeningen. Het hebben van een goed SaaS klantenserviceteam om te helpen met deze problemen is erg belangrijk om ervoor te zorgen dat klanten tevreden blijven en hun abonnement willen voortzetten. In deze context gaat klantenondersteuning niet alleen over het oplossen van problemen. Het gaat er ook om gebruikers te helpen het meeste uit de software te halen, ervoor te zorgen dat ze een goede ervaring hebben en loyaal willen blijven aan de service. Inhoudsopgave: Wat is SaaSInzicht in klantondersteuning in SaaSVeelvoorkomende vragen van klanten in SaaSDe rol van klantenondersteuning in de gebruikerservaringUitdagingen in SaaS-klantondersteuningHet meten van de prestaties van uitbestede SaaS-klantondersteuningVoordelen van het uitbesteden van SaaS-klantondersteuningWaarom Pexly een goede keuze is voor uw SaaS-klantondersteuning Wat is SaaS? Software as a Service, beter bekend als SaaS, heeft een revolutie teweeggebracht in de manier waarop bedrijven... --- - Published: 2023-05-23 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/outsourcing-saas-customer-support-a-game-changer-for-efficiency-and-user-satisfaction/ Outsourcing SaaS Customer Support: A Game Changer for Efficiency and User Satisfaction Software as a Service, or SaaS, is like renting software instead of buying it outright. It's a way of using software online, without having to install anything on your computer. Examples you might have heard of include Google Apps, Salesforce, or Dropbox. Because SaaS is online and used by many different people, it needs really good customer support. Even though these types of services aim to be easy to use, people will always have questions or run into problems. They might need help figuring out how to use the software, they might find a bug, or have questions about their subscription or bills. Having a good SaaS customer support team to help with these problems is really important to keep customers happy and wanting to continue their subscription. In this context, customer support isn't just about fixing problems. It's also about helping users make the most of the software, making sure they have a good experience, and want to stay loyal to the service. Table of contents: What is SaaS Understanding Customer Support in SaaS Common Customer Queries in SaaS Role of Customer Support in User Experience Challenges in SaaS Customer Support Measuring Performance of Outsourced SaaS Customer Support Advantages of Outsourcing SaaS Customer Support Why Pexly is a Good Choice for Your SaaS Customer Support What is SaaS? Software as a Service, commonly known as SaaS, has revolutionized the way businesses and individuals use software. Unlike traditional... --- - Published: 2023-05-09 - Modified: 2023-08-10 - URL: https://pexly.com/blog/customer-care/benefits-of-using-live-chat-customer-support-for-your-business/ Benefits Of Using Live Chat Customer Support For Your Business As a business owner, you know that providing great customer support is important for building relationships with your clients. One of the best ways to offer excellent customer service is through live chat customer support. In this article, we'll explore the benefits of live chat support for your business and provide tips on how to set it up and outsource it for optimal results. Table of contents: What is Live Chat Support? Live chat support benefits Why Outsource Live Chat Support? How to Set Up Outsourced Live Chat Top Live Chat Tips For Outsourced Customer Support Conclusion What is Live Chat Support? Live chat customer support is a tool that enables real-time communication between customers and businesses via a messaging platform. It provides instant assistance to customers, allowing businesses to address their queries and concerns quickly and efficiently. With live chat, customers can receive personalized support, and businesses can gain valuable insights into customer behavior, which can help them improve their products and services. Live chat support benefits Live chat support offers several benefits to businesses, including: Immediate Assistance/Real-Time Support: Customers appreciate fast responses, and live chat support provides them with real-time assistance. This can lead to increased customer satisfaction and loyalty. Convenience and Accessibility: Live chat support is convenient for customers who prefer not to wait on hold or send an email. Customers can use live chat from any location, making it accessible for them. Multitasking and Efficiency: Live... --- - Published: 2023-05-09 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/voordelen-van-live-chat-customer-support-voor-uw-bedrijf/ Voordelen van Live Chat Customer Support voor uw bedrijf Als bedrijfseigenaar weet je dat het bieden van goede klantenservice belangrijk is voor het opbouwen van relaties met je klanten. Een van de beste manieren om uitstekende klantenservice te bieden is door middel van live chat klantenservice. In dit artikel gaan we in op de voordelen van live chat support voor je bedrijf en geven we tips over hoe je dit kunt opzetten en uitbesteden voor optimale resultaten. Table of contents: 1. Wat is ondersteuning via live chat? 2. Voordelen van live chatondersteuning3. Waarom Live Chat-ondersteuning uitbesteden? 4. Hoe zet ik een uitbestede live chat op? 5. De beste Live Chat-tips voor uitbestede klantondersteuning6. Conclusie Wat is ondersteuning via live chat? Live chat customer support is een tool die real-time communicatie tussen klanten en bedrijven mogelijk maakt via een berichtenplatform. Het biedt directe hulp aan klanten, waardoor bedrijven hun vragen en zorgen snel en efficiënt kunnen behandelen. Met live chat kunnen klanten persoonlijke ondersteuning krijgen en bedrijven kunnen waardevolle inzichten krijgen in het gedrag van klanten, wat hen kan helpen om hun producten en diensten te verbeteren. Voordelen van live chatondersteuning Live chatondersteuning biedt bedrijven verschillende voordelen, waaronder: Onmiddellijke assistentie/onmiddellijke ondersteuning: Klanten stellen snelle reacties op prijs en live chatondersteuning biedt hen realtime hulp. Dit kan leiden tot grotere klanttevredenheid en loyaliteit. Gemak en toegankelijkheid: Live chatondersteuning is handig voor klanten die liever niet in de wacht staan of een e-mail sturen. Klanten kunnen live chat vanaf elke locatie gebruiken, waardoor... --- - Published: 2023-05-03 - Modified: 2023-10-18 - URL: https://pexly.com/nl/blog/klantenservice/ai-vs-menselijke-inhoudsbeoordeling-krachten-bundelen-voor-veilig-online-zakendoen-2/ AI vs menselijke inhoudsbeoordeling: Krachten bundelen voor veilig online zakendoen Hoe houden sociale mediaplatformen hun inhoud onschadelijk en gepast? Het zou je misschien verbazen dat niet robots al het werk doen, in de realiteit werken AI en menselijke moderators samen om content te zuiveren. Dit artikel houdt zich bezig met het verschil tussen AI en menselijke beoordeling van inhoud en waarom een combinatie van de twee de optimale manier is om online gemeenschappen veilig en boeiend te houden Inhoud: Wat is AI inhoudsmoderatie? Wat is het mensenlijke inhoudsmoderatie? Wat is het verschil tussen AI en menselijke inhoudsmoderatie? De gebruiksvoor- en nadelen van AI inhoudsmoderatie? Werkelijke toeppassingen van AI en menselijke inhoudsmoderatie: Hoe marktleiders ernaar kijkenConclusie Wat is AI inhoudsmoderatie? AI inhoudsmoderatie omvat het gebruik van kunstmatige intelligentie om automatisch, door gebruikers ontwikkelde content te analiseren, classificeren en te zuiveren van schadelijk of ongepast materiaal. AI-algoritmes kunnen getraind worden om specifieke patronen te herkennen, zoals haatzaaien, cyberpesten, inhoud voor volwassenen en nepnieuws. Het gebruikt van AI kan zowel kosteneffectief, efficiënt en schaalbaar zijn. Dit maakt het een aantrekkelijke oplossing voor sociale mediaplatforms met millioenen dagelijkse gebruikers. Wat is menselijke inhoudsmoderatie? Bij menselijke inhoudsmoderatie daarentegen beoordelen en zuiveren groepen mensen de door gebruikers ontwikkelde materialen. Deze groepen hebben de verantwoordelijkheid om handmatig, gemarkeerde zaken te beoordelen aan de hand van richt- en beleidslijnen en te beslissen ofwel content verwijderd moet worden. Hoewel deze aanpak tijdrovender is en bovendien duurder dan het gebruik van kunstmatige intelligentie, is het menselijke tintje cruciaal in online... --- - Published: 2023-05-03 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/ai-and-human-content-moderation-combining-forces-for-safe-online-business/ AI vs Human Content Moderation: Combining Forces for Safe Online Business Have you ever wondered how social media platforms keep harmful or inappropriate content in check? You might think it's all done by robots, but the truth is that both AI and human moderators are involved in the process of content moderation.   In this article, we'll explore the differences between AI and human content moderation, and why combining the two is the most effective way to keep online communities safe and engaging. Table of contents: What is AI Content Moderation? What is Human Content Moderation? Difference Between AI Content Moderation & Human Content Moderation Pros & Cons of Using AI Content Moderation Real-World Applications of AI and Human Content Moderation: Insights from Industry Leaders Conclusion What is AI Content Moderation? AI content moderation is the process of using artificial intelligence to automatically analyze, classify, and filter potentially harmful or inappropriate user-generated content. AI algorithms can be trained to recognize specific patterns, such as hate speech, cyberbullying, adult content, and fake news. The use of AI can be cost-effective, efficient, and scalable, making it an attractive solution for social media platforms with millions of daily users. What is Human Content Moderation? Human content moderation, on the other hand, involves employing teams of people to review and moderate user-generated content manually. These moderators are responsible for reviewing flagged content, applying guidelines and policies, and making judgment calls on whether or not a piece of content should be removed or not. While... --- - Published: 2023-04-25 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/the-pros-and-cons-of-in-house-vs-outsourcing-kyc-solutions/ The Pros and Cons of In-House vs Outsourcing KYC Solutions Understanding KYC's Role in Today's Business Landscape Know Your Customer (KYC) is a crucial element in modern business operations. Ensuring KYC compliance means correctly identifying and verifying clients' identities, which mitigates risks associated with financial crimes and fraudulent activities. Companies today face the challenge of choosing between managing KYC in-house and outsourcing it to a dedicated KYC services provider. In this article, we will explore the advantages and disadvantages of both approaches, helping businesses select the best KYC solution tailored to their unique requirements. Table of contents: Implementing In-house KYC Measures Outsourcing KYC Procedures to Third-party Providers Differences Between KYC Outsourcing and In-House Systems Advantages and Disadvantages of In-house KYC Advantages and Disadvantages of Outsourcing KYC Why Choose KYC Outsourcing? Conclusion Trust Pexly With Your KYC Outsourcing Needs Implementing In-house KYC Measures To comply with global anti-money laundering (AML) regulations, such as the Financial Action Task Force (FATF) guidelines, companies adopt policies and measures aimed at identifying and mitigating financial crime risks, including money laundering and terrorist financing. Such risks often arise from inadequate identity verification, leading organizations to establish in-house KYC measures to monitor customer activities. In-house KYC measures require the formation of a dedicated internal department responsible for ensuring KYC compliance. This department is in charge of customer due diligence, identifying suspicious activities, and reporting them to relevant authorities. In-house KYC systems provide the advantage of more control over the process, enabling businesses to tailor their procedures to... --- - Published: 2023-04-11 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/customer-service-in-the-gaming-industry-specifics-and-challenges/ Customer Service In the Gaming Industry: Specifics And Challenges Gaming companies work hard to attract new gamers, but keeping them satisfied with the overall product requires an even greater effort. A lot of gamers are looking for in-game support, and they expect companies to treat them as individuals and provide customized experiences. In this article, we will talk about some of the specifics and challenges of customer service in the gaming industry and some tools you can use to provide your customers with great experiences.   Table of contents: 1. Specifics of Customer Service in the Gaming Industry 2. Challenges in Gaming Customer Support Solves 3. The Most Effective Chanels for Online Gaming Customer Support 4. Why is It Better to Outsource Support for Games Instead of Doing It In-house?   5. Trust Pexly With All of Your Customer Service Needs  Specifics of Customer Service in the Gaming Industry When speaking about game customer service, there are certain things you should pay particular attention to: Understanding your players. It’s always important to understand your players to get an idea of the types of services and experiences they are looking for. This will help you better adjust to fit the needs of each individual player. Troubleshooting a game problem can be annoying for players. They expect a quick fix to their issue. However, if they are forced to explain their problem to an agent who has zero background about their concerns, it can quickly add to their exasperation. Alternatively, if a... --- - Published: 2023-04-03 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/comprehensive-guide-to-outsourcing-financial-services/ Comprehensive Guide To Financial Service Outsourcing Businesses that have reached their maximum level of financial and accounting performance and do not want to engage internally or make new hires frequently outsource some or all of their requirements to a reputable financial service outsourcing provider. In this article, we will take a look at financial service outsourcing and the benefits it can offer your business.   Table of contents: 1. What is Outsourcing in Financial Services?   2. What are Some Common Outsourced Financial Services?   3. 5 Major Benefits of Financial Services Outsourcing 4. How to Choose the Right Outsourcing Provider 5. Trust Pexly With Your Financial Services Outsourcing Needs What is Outsourcing in Financial Services?   Financial services outsourcing occurs any time a business must depend on hiring outside team members, consultants, advisors, or experts to assist with a financial or accounting-related task. Companies hire financial outsourcing services to help them fill in some of the talent gaps they may have. In the next section, we will take a look at some of the tasks that are often handed over to finance outsourcing services. What are Some Common Outsourced Financial Services?   While there are many tasks that can be outsourced, here are some of the most common outsourced finance services: Payroll support. This can include a wide range of tasks such as payroll account setup, payment method setup, tracking time worked Managing accounts payable and accounts receivable. Items in accounts payable are things for which the company owes... --- - Published: 2023-03-10 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/pexly-achieves-clutch-leader-matrix-for-exceptional-customer-support-service/ Pexly Named as Top Customer Support Service in Clutch Leader Matrix We’re excited to announce that Pexly, a leading Outsourcing Customer Support Service Company, was listed in the Leader Matrix on Clutch. co What is Clutch Leader Matrix? The assessment of top-performing companies in a particular industry can be a daunting task for businesses looking for specialized services. Clutch Leaders Matrix provides an effective solution to this problem by evaluating companies based on their level of expertise and client reviews. Recently, Clutch Leaders Matrix evaluated Customer Support Service companies across different categories such as their ability to deliver and their service focus, based on independent customer reviews. This matrix helps businesses identify the best partners that can cater to their unique requirements and deliver exceptional results. This recognition is a testament to our commitment to providing great customer support services to clients worldwide. Our company's Clutch profile has a diverse range of positive client reviews that highlight the quality of service we provide. Our clients come from a variety of industries and we're proud to deliver the best results and ensure client satisfaction. You can check our Clutch profile for more information A total of 10 of our clients gave us an average overall rating of 4. 9 (out of 5. 0) — that’s the high performance that we work very hard for. At Pexly, we work closely with clients to understand their business, customers, and support needs, providing regular reports and feedback. Benefits of Partnering with Pexly 1) Improve... --- - Published: 2023-03-10 - Modified: 2023-10-11 - URL: https://pexly.com/de/blog/kundenbetreuung/pexly-sichert-sich-seinen-platz-unter-den-fuehrenden-dienstleistern-fuer-kundenservice-in-der-clutch-leaders-matrix/ Pexly sichert sich seinen Platz unter den führenden Dienstleistern für Kundenservice in der Clutch Leaders Matrix Wir freuen uns, Ihnen mitteilen zu können, dass Pexly, ein führender Dienstleister für Kundensupport, sich seinen Platz in der Leaders Matrix auf Clutch. co sichern konnte. Was ist die Clutch Leaders Matrix? Für Unternehmen auf der Suche nach spezialisierten Dienstleistungen kann die Flut an mehr oder weniger seriösen Anbietern Kopfzerbrechen bereiten. In der Clutch Leaders Matrix werden Dienstleister anhand ihrer Expertise und Kundenbewertungen gemessen und bewertet. Vor Kurzem hat Clutch anhand unabhängiger Kundenbewertungen Dienstleister für Kundensupport in verschiedenen Kategorien bewertet, beispielsweise hinsichtlich ihrer Fähigkeit, Angebotene Dienstleistungen bereitzustellen, und ihre Serviceorientierung. Mithilfe der daraus resultierenden Clutch Leaders Matrix können Unternehmen auf der Suche nach Customer Care Dienstleistungen geeignete Anbieter identifizieren, die auf ihre individuellen Anforderungen eingehen und zufriedenstellende Ergebnisse liefern können. Diese Anerkennung ist ein Beweis für unser Streben danach, für unsere Kunden auf der ganzen Welt hervorragende Customer Care Leistungen anzubieten. Auf der Pexly Client Reviews Seite auf Clutch finden sich eine Vielzahl positiver Kundenbewertungen, die die Qualität unserer Customer Care Dienstleistungen hervorheben. Unsere Kunden kommen aus den unterschiedlichsten Branchen. Egal woher sie sind oder was sie machen, wir sind stolz darauf, Ergebnisse zu liefern, mit denen unsere Kunden zufrieden sind. Weitere Informationen finden Sie auf unserem Clutch Profil. Insgesamt 10 unserer Kunden gaben uns eine durchschnittliche Gesamtbewertung von 4,9 (von 5,0) – das ist eine Spitzenleistung, für die wir tagtäglich sehr hart arbeiten. Pexly arbeitet sehr eng mit seinen Kunden zusammen, um deren... --- - Published: 2023-02-27 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/customer-support-for-instagram-shops-10-tips-to-deliver-a-successful-service/ Customer Support for Instagram Shops: 10 Tips to Deliver a Successful Service It's important to provide good customer service on your Instagram store. When you offer good customer service, your customers are more likely to be happy after interacting with you, your products, and your services. Customer support is an integral building block for any e-commerce business—so integral, in fact, that 90% of consumers globally say that quality customer service is directly tied to their sense of brand loyalty. The good news, then, is that a solid customer service strategy can help you improve your customer experience and the overall success of your online business, too. In this article, we will provide you with ten tips you can use today to provide better service on your Instagram channel so you can start offering your shoppers better service today. Table of contents: 1. Instagram Customer Service and Traditional Channels 2. Disadvantages of Traditional Channels  3. Benefits of Instagram Customer Service 4. What is an Instagram Shop, and Why Do They Need Customer Support? 5. 10 Best Tips for Customer Support for Instagram shops 6. How Can Pexly Make Your Customers Happy?   7. Start Implementing These Tips Today to Improve Your Customer Service on Instagram All of your Customer Support Needs Instagram Customer Service and Traditional Channels Over the years, companies have been doing customer support via traditional channels like email, web chat, or phone calls. The same customer might contact a company via different messaging channels like WhatsApp or Messenger if... --- - Published: 2023-02-23 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/why-combine-a-customer-service-for-amazon-shop-e-store/     Olga Rotanenko, BizDev Director       Customer support is an integral building block for any e-commerce business—so integral, in fact, that 90% of consumers globally say that quality customer service is directly tied to their sense of brand loyalty. The good news, then, is that a solid customer service strategy can help you improve your customer experience and the overall success of your online business, too. However, providing top-quality customer support for your online store and Amazon shop can be difficult. This is why you need to combine your Amazon customer support with your online store. In this article, we will talk about why you need to outsource your Amazon customer support service and how Pexly can help you improve the level of your customer service. Let's start by taking a look at the disadvantages of the support offered by Amazon. Table of contents: 1. What are the Disadvantages of Customer Support Offered by Amazon? 2. Why Outsource Amazon Customer Service? 3. Why Should You Combine Customer Support on Amazon and Your Online Store? 4. Benefits of Outsourcing Customer Support for Online Stores With Pexly 5. Trust Pexly With All of Your Customer Service Needs   What are the Disadvantages of Customer Support Offered by Amazon? Amazon offers its own program, called Fulfillment by Amazon (FBA), which allows third-party sellers to store their items in Amazon fulfillment centers and let them handle the shipping and customer service. It can be used for all products, including books, electronics,... --- - Published: 2023-02-16 - Modified: 2024-01-30 - URL: https://pexly.com/nl/blog/case-studies/tech-support-noc-team-voor-een-wereldwijd-telecombedrijf/ Profiel klant: INDUSTRIE: Telecommunicatie-, spraak- en DatadienstenHOOFDKWARTIER: New York, VS GROOTTE: 51-200 werknemersOverzicht Pexly levert Tier-1 en Tier-2 technische ondersteuning en een toegewijd NOC-team aan een van de Top 15 Carriers in de wereld om een complexe netwerkinfrastructuur 24/7 te bewaken. Tegelijkertijd worden tickets van klanten via e-mail, telefoon en webportalen afgehandeld en opgelost. Bedrijfsbiografie: Wereldwijd platform om elke communicatieprovider veilig met elkaar te verbinden. De missie is om één wereldwijde klantervaring te leveren, één netwerk voor wereldwijde connectiviteit en één platform om uw bedrijf te laten groeien. Uitdaging Pexly kreeg de taak om een team van agenten samen te stellen met hoge technische vaardigheden in telecommunicatie, telefoniesystemen en VOIP-technologie. Daarnaast moest het team soepel blijven functioneren tijdens een wereldwijde pandemie. Oplossing Pexly nam agents aan met vloeiend Engels, goede computervaardigheden en de vereiste soft skills. Daarom hebben we een ervaren teamleider gezocht en aangeworven, die alle agenten heeft getraind en hen de basisvaardigheden heeft bijgebracht op het gebied van telecommunicatie en netwerken - een allround trainingsoplossing die de vereiste harde vaardigheden garandeert. Vanaf nu biedt Pexly 24 uur per dag ondersteuning, bewaking, onderhoud en probleemoplossing voor optimale prestaties en uptime. Resultaten --- - Published: 2023-02-10 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/the-complete-guide-to-building-a-customer-support-team/ The Complete Guide to Building a Customer Support Team Building a customer support team should be a priority for every company. Since agents communicate with customers directly, they can turn unhappy customers into loyal brand ambassadors. However, if your customer support team is not performing effectively, it can have a negative impact on your business. In order to help you put together a quality customer support team, we created a guide for you that will guide you through the customer service organizational structure.   Table of contents: 1. Why is an Organizational Structure Useful for Customer Support? 2. Having a customer structure can allow companies to 3. What is a Typical Customer Success Organizational Structure?   4. Key Steps for Structuring Your Customer Service Teamendesk 5. Why should you choose an outsourced customer support team instead of an in-house team? 6. Pexly's Top 5 Tips for Building a Customer Support Team 7. Trust Pexly With All of your Customer Support Needs Why is an Organizational Structure Useful for Customer Support? Having a customer organizational structure within companies allows professionals to deliver the best customer service possible, meeting business goals and satisfying consumers. Customer service businesses can have a variety of organizational types, depending on their size, functions, and managerial preferences. If you're interested in providing better customer service and experiencing a clear management structure, you may benefit from learning about customer service organizational structures. In this article, we define customer service organizational structures. We discuss their benefits and types, and... --- - Published: 2023-02-08 - Modified: 2024-01-30 - URL: https://pexly.com/blog/case-studies-articles/enhancing-customer-experience-for-augmented-reality-company/ Client Profile: INDUSTRY: Augmented Reality HQ: Finland Company Bio:The customer is a Finnish-based company that combines game development and hardware production. They aim to transform the relationship between sports and gaming, resulting in a fun and effective way of exercising. Overview Pexly provided a solution by assembling a dedicated team of customer support representatives trained to handle customer inquiries through phone, email, and live chat. The team received further training and had access to a knowledge base to quickly resolve common questions. Challenge The Client is selling augmented reality devices to customers directly, therefore they face a range of questions and worries about the functionality that needs to be solved. As a startup, the client lacked an in-house customer service team, and the cost of employing one in their local market was prohibitively expensive. As a result, they enlisted the assistance of Pexly to handle this issue. Solution At Pexly, a specialized group of customer support specialists was put together to respond to customer inquiries through various means of communication such as phone, email, and live chat. Our team members had a strong grasp of the English language, but to enhance their skills, we established speaking clubs and provided guidance from a team lead who spent two years residing in the United States. In addition, comprehensive training was provided along with a database of frequently asked questions to ensure speedy resolution of customer inquiries. Results - Set up customer service from zero - The majority of calls received a response... --- - Published: 2023-01-27 - Modified: 2024-01-30 - URL: https://pexly.com/de/blog/kundenbetreuung/clutch-zeichnet-pexly-als-top-anbieter-fuer-kundensupport-aus/ Clutch zeichnet Pexly als Top Anbieter für Kundensupport aus Wir freuen uns, Ihnen mitteilen zu können, dass Clutch, eine beliebte Plattform für B2B Rezensionen und Bewertungen, uns als Top Anbieter für Kundensupport Outsourcing in den Niederlanden ausgezeichnet hat. Diese Auszeichnung bestätigt unsere harte Arbeit und Engagement, unseren Kunden einen außergewöhnlichen Kundenservice zu bieten. Wir sind überzeugt, dass hochkarätiger Kundensupport für den Erfolg eines jeden Unternehmens von entscheidender Bedeutung ist Daher bemühen wir uns stets, unseren Kunden hochwertige Customer Care Dienstleistungen zu bieten. Wir wissen, wie wichtig ein zeitnaher und effektiver Kundensupport ist. Unser Team ist in der Lage, alle Kundenanfragen mit größter Sorgfalt und Aufmerksamkeit zu bearbeiten. Unser Dank geht an unsere Kunden Wir möchten unseren Kunden für die Anerkennung unserer Bemühungen und die positiven Bewertungen auf Clutch danken. Sie erwähnten vor allem schnelle Reaktionszeiten, freundliches und professionelles Auftreten und die Fähigkeit, eventuell auftretende Probleme schnell zu lösen. Unser Dank geht auch an Clutch Zusätzlich zu unseren Customer Care Dienstleistungen bewertete Clutch auch andere Aspekte unseres Unternehmens, wie zum Beispiel unsere Marktpräsenz und die Fähigkeit, Ergebnisse zu liefern. Wir danken Clutch herzlich für diese Anerkennung. Wir werden weiterhin jeden Tag dafür arbeiten, unseren Kunden einen bestmöglichen Service zu bieten und unsere Position als führender Anbieter für Kundensupport Outsourcing zu behaupten. Testen Sie unsere Customer Care Services und erleben Sie die Vorteile einer Zusammenarbeit aus erster Hand Wir sind zuversichtlich, dass unsere Kunden weiterhin mit unseren Customer Care Services zufrieden sein werden, und laden andere Interessierte dazu ein, sich über unsere... --- - Published: 2023-01-27 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/clutch-recognizes-pexly-as-a-top-customer-support-outsourcing-provider/ Clutch Recognizes Pexly as a Top Customer Support Outsourcing Provider We are excited to share that Clutch, a popular B2B ratings and reviews platform, has recognized us as a top customer support outsourcing provider in the Netherlands. This distinction is a reflection of the hard work and dedication of our team in delivering exceptional customer service to our clients. We believe that providing exceptional customer support is essential for the success of any business. That's why we are dedicated to delivering the highest level of service to our clients at all times. We understand the significance of timely and effective support, and our team is skilled in handling all customer inquiries with the utmost care and attention. We want to thank our clients We want to thank our clients for acknowledging our efforts, and giving us positive reviews on Clutch. They have commended our team for their swift response times, friendly and professional demeanor, and ability to quickly resolve any issues that may arise. Gratitude to Clutch for the recognition In addition to our customer support services, Clutch also evaluated other aspects of our business, such as our market presence and our capacity to achieve results. We extend our sincere gratitude to Clutch for this recognition. We will continue to strive to provide the best possible service to our clients and will work tirelessly to maintain our position as a top customer support outsourcing company. Try our service and experience the advantages of working with us We are confident that... --- - Published: 2023-01-25 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/best-help-desk-software-solutions-for-a-better-customer-experience/ Best Help Desk Software Solutions for a Better Customer Experience When it comes to helpdesk software, you certainly have lots of products to choose from. Your ultimate choice will depend on the needs of your team and the helpdesk support services you provide. In order to make your decision a little bit easier, we reviewed some of the most popular help desk software tools on the market. However, before we get into the reviews, let's get an overview of what helpdesk softwares are.   Table of contents: 1. What are Help Desk Softwares?   2. The 8 Best Help Desk Services  3. Freshdesk  4. Zendesk 5. Zoho 6. Help Scout  7. Gorgias 8. Intercom 9. Hiver  10. SysAid 11. Pexly Has Experience With a Wide Spectrum of Help Desk Tools  12. Trust Pexly With All of Your Customer Support Needs  What are Help Desk Softwares?   Helpdesk software is a one-stop point of contact where customers or internal staff can send their questions or problems. The software allows businesses to resolve customer queries and concerns by managing tickets from receipt all the way to resolution. It also provides agents with a wide array of support and tools that promote collaboration to respond to queries properly and immediately. Now that we know what IT help desk software does, let’s get into the reviews.   The 8 Best Help Desk Services  1. Freshdesk  About: Helpdesk has many features to make your work easier. There are multiple email templates so you can improve... --- - Published: 2023-01-20 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/top-7-customer-experience-trends-of-2023/ TOP 7 Customer Experience Trends of 2023 Companies are looking for new and innovative ways to keep up with customer expectations. This includes AI, AR and higher levels of automation. This is a great way for you to not only retain and attract customers but also make you stand out from your competitors. We have gathered 7 customer experience trends to help you keep up-to-date with customer expectations. Table of contents: 1. AI-Powered Customer Service 2. Omnichannel Experiences 3. Automated Customer Journeys 4. Personalization 5. Voice-Enabled Experiences 6. Augmented Reality 5. Voice-Enabled Experiences 1. AI-Powered Customer Service AI-powered customer services will be more popular as companies look to automate customer support tasks and offer personalized customer service. AI-powered customer service bots can handle customer queries and provide personalized answers. 2. Omnichannel Experiences Omnichannel Experiences will be the norm, as customers expect to be connected across all channels to businesses. Customers will expect seamless customer experiences across all channels. Companies must ensure consistency. You may also like: B2B CUSTOMER SERVICE: WHAT IT IS AND HOW TO DO IT WELL 3. Automated Customer Journeys As businesses seek to improve customer experience and streamline manual processes, automated customer journeys will be more common. Automated customer journeys can provide personalized experiences based upon customer preferences and data. 4. Personalization Customers will expect personalized experiences and personalization will be one of the customer experience trends. To provide personalized experiences across channels, companies will need to use customer data. 5. Voice-Enabled Experiences Customers will increasingly seek... --- - Published: 2023-01-19 - Modified: 2023-10-30 - URL: https://pexly.com/nl/blog/case-studies/aufbau-eines-kundenserviceteams-fur-eine-globale-kosmetikmarke/ Een klantenservice samenstellen voor een wereldwijd cosmeticamerk Uitdaging Ons toegewijde team van agenten schoot de klant te hulp door uitstekende klantenservice te leveren via de betreffende sociale media platformen (Instagram, Facebook, Tiktok) aan gebruikers van over de hele wereld. Op Facebook en Instagram benaderen de gebruikers ons op uiteenlopende manieren. In de vorm van een reactie op een advertentie, het sturen van een DM, een reactie onder berichten van onze feed/ grid en zelfs het noemen van ons in een eigen boodschap. Vereiste niveau van Engels - Vloeiend, benodigd om ongedwongen met Engelstaligen te kunnen communiceren en de gebruikte volkstaal of moderne uitspraken te snappen. Karakteristieken van een agent - Jong, modern, met verstand van de Amerikaanse cultuur en haar trends van het moment. Iemand die overeenkomsten toont met jongeren, hen gemakkelijk begrijpt plus makkelijk in de omgang is, maar tegelijkertijd ook professioneel kan zijn en klachten beheerst kan afhandelen. Een passend gebruik van 'brand voice' tegenover een formelere toon, is voor ons vanzelfsprekend. Toch weten wij ook dat klanten liever met échte mensen op sociale media praten en geen robots, daarom proberen wij altijd zo menselijk mogelijk over te komen. Het gehele team is snel van begrip en leergierig, de vertegenwoordigers kenden al snel de speciale productspecificaties en het beleid van het bedrijf, bovendien waren zij al vlug bekend met de merkpersoonlijkheid en weerspiegelden deze zelf binnen mum van tijd. Wij maken graag gebruik van emoji's en hashtags (die zijn goedgekeurd door de opdrachtgever), maar weten ook waar de... --- - Published: 2023-01-09 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/b2b-customer-service-what-it-is-and-how-to-do-it-well/ B2B Customer Service: What It Is and How To Do It Well Outstanding customer service in B2B is becoming more and more important every year. Not only can increasing the quality of your customer support help you increase conversion rates, but it can help you stand out in a crowded marketplace. In this article, we will take a look at what customer service B2B is and how to do it well.   Table of contents: 1. What is B2B Customer Service?   2. B2B vs. B2C Customer Service 3. How Certain Industries Use B2B Customer Service Effectively 4. B2B Customer Service Best Practices 5. Trust Pexly With All of Your Customer Support Needs What is B2B Customer Service?   B2B customer service is all about making sure that your clients are receiving the best possible experience when they are experiencing some issues with your product or service. This also applies to potential customers who are considering buying your product but are still collecting information. It is important that the B2B customer experience be seamless, regardless of the channel the client contacts you or the issue they need to be resolved. How well you treat them during these customer service interactions will be an important factor when determining whether to continue doing business with your company or not.   B2B vs B2C Customer Service The customer experience B2B will significantly differ from B2C, which is to be expected since they are targeting different types of customers. When we look at what... --- - Published: 2023-01-05 - Modified: 2023-10-11 - URL: https://pexly.com/blog/customer-care/b2b-customer-satisfaction/ B2B Customer Satisfaction If you are in the B2B sector, providing top-quality customer service is one of the most important things you can do. Not only does it improve customer retention and acquisition efforts, but it also allows you to stand out from the competition. This is becoming more and more important each year as the playing field becomes more crowded. Since we already know what a B2B customer is, let’s take a look at how to keep your customers satisfied. Table of contents: 1. What is B2B Customer Satisfaction? 2. Why is Customer Satisfaction in B2B So Important?   3. How to Elevate Your B2B Customer Satisfaction 4. How to Control CSAT Metrics of Your Outsourcing Partner? 5. Trust Pexly With All of Your Customer Support Needs What is B2B Customer Satisfaction? B2B customer satisfaction is an indicator of how well you are meeting your customer’s needs and how happy they are with your performance. Usually, this is measured with the CSAT score. The data you require to calculate your CSAT score can be obtained through B2B customer satisfaction surveys. CSAT surveys usually take the form of single-question surveys that ask a variation of the following question: “How satisfied are you with your experience with us today? ” Once you’ve obtained the responses to your CSAT survey, you can use the following formula to calculate your CSAT score: Why is Customer Satisfaction in B2B So Important?   There are many reasons why it is important to consistently maintain a... --- - Published: 2022-12-21 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/santa-is-a-busy-bee-during-the-christmas-season/ Customer Service Team for Santa Olga Rotanenko, BizDev Director While everybody is getting ready for the Christmas break, Santa is busy at work. In fact, according to Freshdesk, customer service queries increased by 75% over the Christmas period. Let's take a look at Santa's and the elves' customer service role during his busiest time of the year. Table of contents: 1. The North Pole Customer Service Center  2. Tips on how to Manage the Holiday Rush  3. Trust Pexly to Help You Manage the Christmas Frenzy The North Pole Customer Service Center While Santa may be the most well known character at the North Pole, he is not the main hero that makes Christmas happen. There are so many elves that go through everybody's wishlist, wrap all the gifts, and spread the Christmas spirit. Since everything is already prepared for him, all Santa has to do is hop on his sleigh and deliver the presents. When we think about it, Santa Claus and his elves can serve as an analogy for call centers. This is the busiest time of year for many companies as people are shopping for presents, which means that the month of December is especially difficult. Call centers need to manage this heavy workload or risk losing customers to the competition. 4 Tips on how to Manage the Holiday Rush  As mentioned earlier, the holiday season can get hectic, so here are some tips on how you can prepare to manage increased demand from customers: 1. Don't... --- - Published: 2022-12-19 - Modified: 2026-01-02 - URL: https://pexly.com/blog/customer-care/customer-satisfaction-vs-customer-loyalty-how-to-improve-them/ When customers are satisfied with the quality of service you provide them, they are more inclined to return and provide you with more business. This ultimately leads to a higher level of customer loyalty. From this, we see that customer loyalty and satisfaction are not exactly the same thing. In this article, we will take a look at customer loyalty vs. customer satisfaction so you can work on raising both of these indicators in your business. Table of contents: 1. What is Customer Satisfaction, and How to Measure It?   2. What is Customer Loyalty, and How to Measure It?   3. How to Turn Customer Satisfaction Into Customer Loyalty 4. Customer Satisfaction and Loyalty: Both are Important 5. Why Hire a Service Provider to Help You Increase Customer Satisfaction and Loyalty? 6. Trust Pexly to Help You Improve Both Customer Support and Loyalty What is Customer Satisfaction, and How to Measure It?   As the name suggests, customer satisfaction helps you determine whether or not customers are happy with the service you are providing. Customer satisfaction is determined by the CSAT score. Which is a measurement to determine whether a customer feels their expectations have been fulfilled by a company's products and services. A good CSAT score would be somewhere between 70-90, while an excellent score is 90+. What is Customer Loyalty, and How to Measure It?   Customer loyalty is an ongoing positive relationship between a customer and a business. It's what drives repeat purchases and prompts existing... --- - Published: 2022-12-14 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/what-is-omnichannel-customer-service-why-it-is-better-to-outsource-it/ What is Omnichannel Customer Service & Why It is Better to Outsource It When your customers access your website or otherwise interact with your brand, they are doing so across a number of different channels. Depending on where they are and what they are doing, they will choose a particular channel to contact you. And if you do not provide service via that channel, you are showing your business in a bad light. In addition to this, all your channels need to be connected to a single omnichannel platform to provide customers with seamless service. Nowadays, clients are expecting omnichannel customer service support. In this article, we will talk about what Omnichannel Customer Support and why you should outsource it.   Table of contents: 1. What is Omnichannel Support? 2. 5 Reasons Why Omnichannel Customer Support is Important for Your Business 3. Challenges in Building Omnichannel Customer Service  4. Why is It Better to Outsource Omnichannel Communication for Customer Service? 5. In-house vs. Outsourcing Omnichannel Customer Service 6. Trust Pexly to Improve Your Omnichannel Customer Support  What is Omnichannel Support? Omnichannel customer service aims to provide a seamless customer experience across multiple channels by integrating them within a single system. This gives customer service agents a comprehensive view of a customer’s interactions, enabling them to answer queries more effectively and efficiently. In other words, if a customer sends an email on Monday, they expect the phone call on Tuesday to pick up exactly where they left off. Context is preserved... --- - Published: 2022-12-14 - Modified: 2023-10-16 - URL: https://pexly.com/de/blog/kundenbetreuung/was-ist-omnichannel-kundenservice-und-wie-koennen-customer-care-dienstleister-ihnen-dabei-helfen/ Was ist Omnichannel Kundenservice und wie können Customer Care Dienstleister Ihnen dabei helfen? Wenn Ihre Kunden Ihre Website besuchen, Ihre App installieren oder Ihre Hotline anrufen, wird schnell klar, dass sie auf verschiedene Weise mit Ihrer Brand interagieren. Auch wenn Kunden Ihren Kundendienst aktiv kontaktieren, geschieht dies mittlerweile in der Regel über verschiedene Service Kanäle, zum Beispiel E-Mail, Hotline, Whatsapp, Chat und so weiter. Nur einen Weg anzubieten, wie Kunden Sie kontaktieren können, wird mittlerweile als unzureichender Kundenservice wahrgenommen. Um Kunden nahtlosen Kundensupport über verschiedene Servicekanäle bieten zu können, sollten die verschiedenen Kanäle in eine Omnichannel Plattform integriert werden. In diesem Post thematisieren wir, was hinter dem Omnichannel Kundensupport Ansatz steckt und wie Customer Care Dienstleister Sie bei dessen Implementierung unterstützen können. Inhaltsverzeichnis: Was bedeutet Omnichannel Kundensupport? Fünf Gründe, warum ein Omnichannel Ansatz nicht nur für Ihren Kundenservice wichtig istHerausforderungen bei der Implementation von Omnichannel LösungenWarum setzen manche dabei auf Customer Care Dienstleister? Vor- und Nachteile von Customer Care OutsourcingPexly als Partner für Omnichannel Kundenservice Was bedeutet Omnichannel Kundensupport? Omnichannel Kundenservice zielt darauf ab, Kunden eine nahtlose Kommunikation über mehrere Service Kanäle hinweg zu bieten, indem diese in einem einzigen System integriert werden. Dadurch hat der Kundendienst einen kompletten Überblick über den Kommunikationsverlauf, sodass zukünftige oder komplexere Anliegen effektiver und effizienter bearbeitet werden können. Mit anderen Worten: Wenn ein Kunde am Montag die Hotline anruft, erwartet er, dass eine E-Mail am Dienstag den Gesprächsverlauf mit berücksichtigt. Der Kontext bleibt über alle Kanäle hinweg erhalten, um ein holistisches Service-Erlebnis sicherzustellen. Dieser... --- - Published: 2022-12-09 - Modified: 2023-10-13 - URL: https://pexly.com/blog/customer-care/how-much-does-it-cost-to-outsource-customer-support/ One of the biggest reasons why so many companies choose to outsource their customer support is because of cost savings. These savings go much beyond simply the cost of labor but also allow businesses to eliminate overhead costs associated with office rental, equipment procurement, and recruiting costs. Having said this, how much does it really cost to outsource your customer support? As we will see later on, the cost will depend on your specific needs and other factors. Let’s start by taking a look at outsourced customer support as opposed to in-house and why a lot of companies choose to outsource. Outsourced Customer Support vs. In-House Outsourced customer support is when a company hires a third-party provider to source and recruit the needed number of agents and provide their customers with a high level of support. For businesses, outsourcing customer service is not about cutting corners – it’s about offering the best possible level of service to fulfill the customer service needs of your customers (at scale). After all, it’s the positive experiences that drive loyalty, gain fans, and improve overall brand reputation. Conversely, in-house customer support involves a company doing all of the work involved in setting up its customer support team, training agents, ensuring quality, and many other processes. Since in-house support can get very costly and time-consuming, a lot of companies choose to outsource their customer support to an offshore customer support provider. What Factors Influence the Cost of Outsourced Customer Service?   When trying to calculate... --- - Published: 2022-12-09 - Modified: 2023-10-16 - URL: https://pexly.com/de/blog/kundenbetreuung/wie-viel-kostet-contact-center-outsourcing-eigentlich/ Wie viel kostet Contact Center Outsourcing eigentlich? Ein Grund, warum manche Unternehmen den Schritt hin zu Contact Center Outsourcing wagen, sind Kostenvorteile. Diese beziehen sich nicht nur auf Lohnkosten, sondern gehen weit darüber hinaus und betreffen auch Recruitment, Office Management und Workforce Management. Da kommt schnell die Frage auf, wie viel bezahle ich eigentlich für Contact Center Outsourcing? Wie wir später sehen werden, hängen Kosten für Call Center, Customer Care Dienstleister oder Kundenservice Outsourcing von verschiedenen Faktoren ab, zum Beispiel der Komplexität der Tätigkeit oder dem Standort des Anbieters. Werfen wir aber zunächst einen Blick auf Unterschiede zwischen inhouse Kundensupport und Contact Center Outsourcing und warum sich Unternehmen überhaupt für externe Kundenservice Dienstleistungen entscheiden. Contact Center Outsourcing vs. inhouse Kundensupport Bei Contact Center Outsourcing beauftragt ein Unternehmen einen Dienstleister mit der Durchführung von Kundensupport Tätigkeiten. Diese umfassen die Bereitstellung von Personalressourcen, Workforce Management und die Bearbeitung von Support Anfragen auf unterschiedlichen Support Kanälen. Dabei geht es nicht darum, Abstriche zu machen, sondern ein bestmögliches Serviceniveau sicherzustellen, sodass unabhängig davon, ob inhouse Support Mitarbeiter oder externe Support Mitarbeiter Anfragen annehmen, die Customer Experience dieselbe ist. Bei reinem inhouse Kundensupport übernimmt ein Unternehmen alle Aufgaben selbst, die mit der Bereitstellung des Kundensupports einhergehen, von Recruitment bis hin zur Arbeitsausstattung, Schulungen für die Support Mitarbeiter, Workforce Management oder Qualitätssicherung. Vor allem bei hohen Servicevolumen oder Omnichannel Kundenservice kann es sehr schnell sehr teuer werden, Kundensupport komplett inhouse zu betreiben. Daher entscheiden sich manche Unternehmen für Contact Center Outsourcing.   Welche Faktoren beeinflussen die... --- - Published: 2022-11-28 - Modified: 2024-01-02 - URL: https://pexly.com/blog/customer-care/remote-customer-support-vs-on-site-customer-support/ Olga Rotanenko, BizDev Director In the post-pandemic world, remote work has become the new normal. This is one of the biggest reasons why companies are no longer hesitant to outsource or outstaff to offshore teams. However, when it comes to remote outsourced services, many companies still view this work model as risky and opt for on-site outsourcing providers. However, as we will see later on, hiring a remote team to handle your customer support has many benefits, which is why a lot of companies choose this working model. Let's start by taking a look at the difference between outsourcing and remote staffing.   Outsourcing and Remote Staffing: What's the Difference?   Both outsourcing and remote staffing are popular options for businesses. Remote stuffing refers to having a team of remote employees working exclusively for you. Outsourcing means contracting third parties to complete certain projects or operations for you. Outsourcing Models: Offices on Site, Remote staff, Hybrid Model When choosing to outsource some of your business processes, there are several models you can choose from:   - Offices On-Site - This model involves hiring an outsource provider that has a physical office location where your on-site team will work from. - Remote Staff - When companies choose this model, team members can be scattered in many different locations, but they still function as a single unit. - Hybrid Model - As you can imagine, a hybrid model involves a combination of both on-site and remote staff. Usually, a company will have... --- - Published: 2022-11-28 - Modified: 2024-01-30 - URL: https://pexly.com/de/blog/kundenbetreuung/von-remote-staffing-bis-contact-center-remote-arbeitsformen-im-kundenservice/ Von "remote Staffing" bis Contact Center: Remote Arbeitsformen im Kundenservice Spätestens seit der Corona Pandemie haben sich remote Arbeitsformen, die man vorher eher im IT-Sektor fand, in andere Fachbereiche und Branchen ausgebreitet. Mit Buzzwords wie "Virtuelle Teams", "Home Office" oder "FlexJobs" sind mittlerweile fast alle Unternehmen in Berührung gekommen und machen sich Gedanken, wie inwiefern diese bleibender Bestandteil der Geschäftswelt werden, oder im Sturm der Zeiten wieder untergehen. Auch die Scheu mit Contact Centern am anderen Ende der Welt hat in den letzten Jahren abgenommen, unter anderem auch, weil Customer Care Outsourcing eine Professionalisierung erfährt. Gute Support Mitarbeiter zu finden kann Monate dauern und viel kosten, sodass remote Support Teams für den einen oder anderen eine Antwort auf Kostendruck und Fachkräftemangel im Kundenservice Sektor sein können. Remote bedeutet allerdings nicht Contact Center Outsourcing. Was ist also der Unterschied? Der Unterschied zwischen remotem Staffing und Contact Center Outsourcing Sowohl bei Contact Center Outsourcing als auch remotem Staffing arbeiten Support Mitarbeiter an verschiedenen Orten. Der Unterschied ist, das bei remotem Staffing Mitarbeiter direkt bei dem Unternehmen angestellt werden, für das Sie in einem remoten Customer Support Team arbeiten, wohingegen bei Contact Center Outsourcing ein Dienstleister mit bestimmten Customer Support Projekten, Aufgaben oder Vorgängen beauftragt wird, wobei dessen Support Mitarbeiter meistens an einem anderen Ort arbeiten. Arbeitsformen im Kundenservice: Onsite Büros, Remotes Support Team, Hybridmodell Unabhängig davon, ob Sie sich dafür entscheiden mit einem Contact Center zu arbeiten oder Ihren Kundenservice komplett inhouse abzuwickeln, stehen Ihnen mehrere Modelle zur Auswahl: Onsite Büros –... --- - Published: 2022-11-23 - Modified: 2023-08-16 - URL: https://pexly.com/blog/careers/german-speaking-customer-support-representative/ Join our fast growing company as a German Speaking Customer Support Representative with English B1 and German B2 language skills.   You will work for customers of a leading E-Commerce for automotive spare parts in Europe. It is a remote full-time position.     At PEXLY you have great opportunity to get: - Experience in the international company working with people around the globe; - Compensation – $800/monthly for the first 3 months, and $900/monthly after 3 months - Training will be provided by the company and the client. - Dynamic work in a young team of like-minded people in a technical business sphere - Management's attention, support and motivation.     Your responsibilities: - Provide customer support via emails, chats, calls; - Answer general and order-related questions; - Work with complaints; - Escalate complex issues to the technical department; - Report to senior management on customers' feedback, complaints, quality etc. - Perform other related CS tasks. - You will support customers with questions related to future, existing, or past orders such as advising, modifying, or canceling orders, shipment delays, incomplete or wrong orders, and damaged products.     You are our perfect candidate if you are: Friendly nice open-minded person with empathy Team-player Needs to have English B1 and German B2 writing and speaking; You are ready and can work in the proposed schedule; Ability to work in a stressful situation, skills of active listening and attention to detail, respect for the Client, focus on helping Clients, calm character;... --- - Published: 2022-11-15 - Modified: 2024-01-02 - URL: https://pexly.com/blog/customer-care/8-key-customer-service-problems-and-how-to-resolve-them/ Your customers are your purest form of quality control. Without their approval, your business doesn’t grow and succeed. So, when customer complaints roll in, it’s important to hear them out because these are opportunities to improve the customer experience and prevent potential churn. No matter which industry you’re in, you’re going to deal with customer complaints. Even if your business doesn’t make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. In this article, we will take a look at some of the most common customer service issues and how to resolve them. Why Great Customer Service Can Be an Asset to Your Business Great customer service can be a great asset for your business. For example, it can help you increase customer loyalty. According to Salesforce, 91% of customers say a positive customer service experience makes them more likely to make a further purchase. Also, investing in new customers is five times more expensive than retaining existing ones. Therefore, you definitely want to prevent a customer service issue from affecting the purchasing behavior of your customers. Now that we see how important it is to address customers’ issues, let’s take a look at why it’s important to address customer problems head-on. Improve Your Customer Service Standards by Addressing Problems Head-on Customer complaints are often a sign that there’s a disconnect between what customers expected and what you delivered. However, problem-solving in customer service should be done head-on. Try digging... --- - Published: 2022-11-10 - Modified: 2024-01-02 - URL: https://pexly.com/blog/customer-care/what-is-sla-in-outsourcing-customer-support-service-level-agreements-and-their-role-in-business/     One of the most important aspects of customer-vendor relationships is the SLA. Basically, this document stipulates what the parties can expect from one another and brings both sides on the same page in terms of the scope of services provided. In this article, we will take a look at the SLA meaning in business, more specifically, outsourcing customer support. Let’s start with the basics and take a look at what does SLA stand for. What Does SLA Stand for in Business? SLA stands for service level agreement. The purpose of the SLA is to offer some understanding between the client and the service provider. Traditional SLAs define the expectations and may also be used between various departments within that same organization. The SLA can consist of only a few sentences or many documents worth of provisions and stipulations. Now that we know what is SLA in business let’s move on to things that are included in the SLA. What should Service Level Agreement include in Customer Service Support? A good SLA in the business of customer service support includes information that sets client and service provider expectations by describing the roles and functions of each party: Agreement Summary – This includes information on the parties involved and when the agreement takes effect. Also, briefly outline the services being provided. Description of services – Provide some information on the services you will be providing. Service availability: Input information about when the customers can contact the agents for live support... --- - Published: 2022-11-10 - Modified: 2023-12-15 - URL: https://pexly.com/nl/blog/geen-onderdeel-van-een-categorie/wat-is-een-sla-bij-het-uitbesteden-van-klantenondersteuning-service-level-agreements-en-hun-rol-in-het-bedrijfsleven/ Wat is een SLA bij het uitbesteden van klantenondersteuning? Service Level Agreements en hun rol in het bedrijfsleven Een van de belangrijkste aspecten van een klant-leverancier relatie is de SLA. Dit document bepaalt wat de partijen van elkaar mogen verwachten en zorgt ervoor dat beide partijen in overeenstemming zijn met elkaar wat betreft de omvang en kwaliteit van de geleverde diensten. In dit artikel werpen we een blik op de betekenis van een SLA in het bedrijfsleven, nadrukkelijk bij het uitbesteden van klantenservices. Laten we beginnen bij het begin, waar staat SLA voor? Waar staat SLA voor in het bedrijfsleven? SLA staat voor Service Level Agreement, ofwel Diensten Niveau Overeenkomst. Het doel van de SLA is om begrip te scheppen tussen de klant en de leverancier van een service. Traditionele SLA's omschrijven de verwachtingen en kunnen gebruikt worden tussen verschillende afdelingen binnen eenzelfde organisatie. De SLA kan variëren van een paar zinnen tot vele documenten gevuld met voorwaarden en bepalingen. Nu we weten wat er wordt bedoelt met een SLA in het bedrijfsleven, is de volgende stap de inhoud van een SLA. Waar moet een Service Level Agreement aan voldoen bij de ondersteuning van een klantenservice? Een goede SLA op het gebied van klantenservice omvat informatie die alle verwachtingen van klant en de dienstverlener vastlegt; de rollen en functies van elke partij worden gespecificeerd: Samenvatting overeenkomst: Hierin is informatie over de betrokken partijen en het moment dat de overeenkomst in werking treedt te vinden. Ook worden de verstrekte diensten kort... --- - Published: 2022-11-09 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/the-manifest-names-pexly-as-one-of-the-most-reviewed-global-data-entry-service-providers/               Pexly is a business solution provider with a long track record of partnership success. We provide comprehensive customer support services to aid businesses to improve relationships with their customers and increase retention rates. Our team of experts provides support organizations in multiple languages to help show their customers how much they care about them.   Today, we’re happy to announce that we’re listed on the 7th place among the 100 top firms on The Manifest. The platform’s newest research unveiled that we’re one of the most-reviewed global data entry service providers.   Pexly has been driven towards pushing the limits of business partnerships. Our team of experts works synergistically to combine extensive knowledge and worldwide best practices to create an expert multilingual omnichannel organization. We’ve been leading clients toward business excellence, and we’re proud to be the recipient of this recent award.   Valo Motions is a recreational facility that hired us in November 2020 for customer support solutions. As their company portfolio was growing, they needed to be reached easily by their customers 24/7. They said the following about the quality of the engagement:   “Since we started working with Pexly, we have noticed a rapid increase in customer satisfaction, and as a result, our NPS scores are in the high 90s. In addition, by working closely with our customers, our sales and marketing teams have gained deeper customer knowledge which we can use to expand our own services.   The Pexly... --- - Published: 2022-11-09 - Modified: 2023-10-18 - URL: https://pexly.com/de/blog/kundenbetreuung/the-manifest-erwaehnt-pexly-als-einen-der-am-haeufigsten-bewerteten-globalen-dienstleister-fuer-datenerfassung/ "The Manifest" erwähnt Pexly als einen der am häufigsten bewerteten globalen Dienstleister für Datenerfassung Pexly ist ein auf Business Process Outsourcing spezialisierter Dienstleister mit einer langen Erfolgsgeschichte. Wir bieten Full-Service Customer Care Dienstleistungen, Datenerfassung, und Back-Office Services an, die Kundenbeziehungen und -loyalität verbessern. Neben Deutsch sprechen wir Englisch, Spanisch, Französisch, Italienisch und viele weitere Sprachen und arbeiten 24/7, sodass Sie Ihren Kunden zeigen können, wie sehr sie Ihnen am Herzen liegen. Wir freuen uns, Ihnen mitteilen zu können, dass wir auf Platz 7 der 100 Top-Firmen bei "The Manifest" gelistet sind. Die neueste Studie der Plattform ergab, dass wir einer der meist bewerteten globalen Dienstleister für Datenerfassung sind. Pexly bemüht sich stets darum, für seine Kunden das Beste aus Business Process Outsourcing herauszuholen. Unsere cross-functional BPO Teams und unser erfahrenes Management Team arbeiten synergetisch Hand in Hand, um unser Fachwissen und Best Practices in einer schlagkräftigen multilingualen omnichannel Organisation zu vereinen. Gemeinsam mit unseren Kunden beschreiten wir den steinigen Weg zur Business Excellence und sind stolz darauf, diese Auszeichnung als Anerkennung unserer Bemühungen erhalten zu haben. Valo Motion beispielsweise ist eine Freizeiteinrichtung, die Pexly im November 2020 mit der Entwicklung einer Kundensupport-Lösung beauftragte. Nach Erweiterung ihres Unternehmensportfolios musste Valo Motion sicherstellen, dass sie für alle Kunden um die Uhr leicht erreichbar blieben. Über die Geschäftsbeziehung mit Pexly sagten sie: Seit wir mit Pexly zusammenarbeiten, steigt unsere Kundenzufriedenheit rasant. Unsere NPS-Werte liegen im hohen 90er-Bereich. Darüber hinaus haben unsere Vertriebs- und Marketingteams durch die enge Zusammenarbeit mit unseren Kunden tiefere Kundenkenntnisse... --- - Published: 2022-11-01 - Modified: 2024-03-06 - URL: https://pexly.com/blog/customer-care/10-types-of-customers-and-what-they-need/ 10 Types of Customers and What They Need Table of Content What Is The Best Way To Identify Different Types Of Customers For Your Business? Using Market Segmentation to Identify Different Types of Customers Understanding Different Types of Customers: The Essentials1. Loyal CustomerHow to Approach Loyal Customers2. Impulse CustomersHow to Approach Impulse Customers3. Discount CustomersHow to Approach Discount Customers4. Need-Based CustomersHow to Approach Need-Based Customers5. Wandering CustomersHow to Approach Wandering Customers6. ResearchersHow to Approach Researcher Customers7. Unsure CustomersHow to Approach Unsure Customers8. Lapsed CustomersHow to Approach Lapsed Customers9. Unhappy CustomersHow to Approach Unhappy Customers10. Referral CustomersHow to Approach Referral Customers Summary According to Zendesk’s 2024 CX report, 80% of companies are planning to increase their investment in customer service. So why are companies refocusing on customer experience? Because it is one of the most important areas of a business that can increase revenue and profitability for a company. Businesses like yours need to understand different types of customers to offer the best customer service and beat out the competition. By understanding different types of customers, you can offer to customize their experience through personalized customer service types. These can include multilingual support, AI chatbots, and tailor-made customer service. Pexly can take care of your customer service needs with its experienced team, leaving you to focus on growing your business! What Is the Best Way to Identify Different Types of Customers for Your Business? Did you know? A whopping two-thirds or 67% of customers who feel like a business cares for... --- - Published: 2022-10-25 - Modified: 2023-07-17 - URL: https://pexly.com/blog/customer-care/7-ways-to-deliver-excellent-customer-service/ According to a HubSpot study, about 58% of consumers will switch companies after just one bad customer service experience. Therefore, you need to constantly work on your customer service to achieve perfection. Today we will share with you some of the ways that you can provide not only good customer service but great customer service. Before we start looking at what is great customer service, let's get a definition of what is good customer service. What is Good Customer Service? Good customer service involves carefully listening to your customers, making them feel welcome, and helping them remove doubts about various products and your business. You will need to understand their needs and provide personalized assistance to them. Having said this, you certainly don't want to settle for just good. This is why in the next section, we will tell you about how to achieve service excellence. 7 Ways to Deliver Exceptional Customer Service  Let's start our journey on how to get better service by taking a look at the following tips: Know Your Product - Agents spend a lot of time helping clients resolve various issues they might have, and to do so effectively, they need to be experts in the particular product they are working with.  Creative Problem-Solving - Over 80% of customers have churned because they experienced bad customer service. Therefore you need to think out of the box and provide interesting solutions to achieve good-to-go customer service and make it a central part of your support role... --- - Published: 2022-10-11 - Modified: 2023-07-17 - URL: https://pexly.com/blog/customer-care/what-is-customer-perception/ A business’s success or failure is increasingly determined by customer perception. The way a customer feels about your brand plays a bigger role in consumer decision-making than the price or service provided. This means that your business success largely hinges on creating positive customer perceptions. In this guide, you will learn what customer perception is and how to improve the way customers view your business. Let’s start by getting a customer perception definition. What is Customer Perception? Customer perception is the way a customer views your business and products. A customer’s opinion about your business will be formed by direct and indirect experiences with your brand. Being aware of customer attitudes toward your business can help you improve your service, product, and customer journey. Creating positive customer perceptions is essential for business success. By understanding what your customers think of you, you can make better strategic business decisions and improve the overall customer experience. Customers’ perceptions of your brand can impact your bottom line significantly. This means that if customers like what you offer, they are more likely to buy from you again. Now that we know the customer perception meaning, let’s move on to how customer perceptions influence your business. How Customer Perceptions Influence Your Business The importance of perception cannot be overstated. Creating a positive consumer perception of your business can lead to higher sales and greater profits by improving retention rates and increasing loyalty. So, if customers like what you offer, they are more likely to buy... --- - Published: 2022-09-30 - Modified: 2023-07-19 - URL: https://pexly.com/blog/customer-care/onshore-vs-offshore-call-center-outsourcing/ When setting up a call center, you have two options: onshore or offshore call centers. However, the data shows that more and more companies are choosing call center offshore outsourcing instead of setting up a call center closer to their location. In fact, spending on outsourced services in the global market has grown in the last two decades, from $45. 6 billion in 2000 to $86. 6 billion in 2018. In this article, we will compare onshore and offshore call center outsourcing so you can see that offshore centers are the best option. What is Offshore Outsourcing? Offshore outsourcing is setting up a dedicated team in a country other than your own. Usually, this will be in a location across an ocean. Therefore, companies use offshore call center services to take advantage of all the benefits this model has to offer. Let’s explore the benefits of an offshore call center in greater detail. Advantages of Offshoring Below, you will find some of the biggest advantages of setting up an offshore call center: Increased brand awareness — if you are operating in a crowded marketplace, setting up offshore customer service teams can really help you stand out since you will be able to lower call wait times and improve other call centers KPIs. Cost-effectiveness — imagine getting the same qualified agents that you would like to hire in your local market but getting the same quality talent offshore for a ration of the cost. This way, offshore call center pricing allows... --- - Published: 2022-09-23 - Modified: 2023-12-22 - URL: https://pexly.com/blog/customer-care/top-things-you-should-know-before-hiring-a-call-center/ When businesses are first starting out, there are usually not enough human resources on staff to perform all of the needed tasks. This is why a lot of times, employees, including the C-suite, need to wear many hats, which includes answering customer calls. Needless to say, this is not an efficient use of your employees' time since they need to be focused on their core business tasks. One of the best solutions to this issue is to hire a dedicated call center support team that will meet all of your needs. Today, we will share with you some things you should know before deciding to hire a call center. Let's start by taking a look at what falls under the responsibilities of a call center.   What Does a Call Center Do? As you might expect, agents working in a call center answer customer calls. Agents usually have a script or some guidelines they need to follow when communicating with clients. Good quality in call centers is that the way they answer the phones and talk to customers is exactly the same as your in-house staff. In addition to simply taking calls, agents might be asked to take down messages, forward calls, answer FAQs, and even take orders from customers. Some of the best call centers for hire will also be able to provide support in languages other than English and help you cover any time zone. Now that we know what a call center does, let's take a look... --- - Published: 2022-09-14 - Modified: 2023-12-22 - URL: https://pexly.com/blog/customer-care/chatbot-vs-live-chat/ In today's world, new AI technologies are being perfected, which include chatbots. In fact, a lot of companies are starting to rely on chatbots to handle some basic customer support inquiries. However, a lot of customers still prefer live agent chat since it offers better personalization and a higher level of service. In this article, we will compare using chatbots and live agents to meet your customer service needs and show you why nothing beats having a live customer support team to handle customer inquiries. Chatbot vs. Live Chat: Overview Smart chatbots use AI to understand customer comments and questions and can quickly find the needed information to resolve the problem. Live agents, on the other hand, are actual people who take the time to sympathize with the customer and understand the issue they are dealing with and provide a solution that goes way beyond simply sending over a document with instructions. In the table below, you will be able to clearly see the difference between chatbots and live support. Live Chat vs. Chatbots: Detailed Comparison In the table above, we mentioned some of the comparison criteria you should be using to decide which is better: live support or chatbots. Let's now take a look at all of these criteria in greater detail. Personalization When it comes to personalization, there's simply no substitute for having a live agent. On the other hand, all of the chatbot talks are developed to answer generic questions. However, when people come to you with... --- - Published: 2022-09-09 - Modified: 2024-01-30 - URL: https://pexly.com/nl/blog/case-studies/content-moderatie-service-voor-een-wereldwijde-online-marktplaats/ Profiel klant: INDUSTRIE: E-commerce, marktplaats HOOFDKANTOOR: Mannheim, DuitslandBedrijfsbiografie Onze klant is een toonaangevende wereldwijde online marktplaats die een breed scala aan gratis en betaalde advertenties biedt voor de aan- en verkoop van producten en/of diensten. Overzicht Pexly biedt een toegewijd extern team dat Сontent Moderatie services uitvoert (d. w. z. inhoud voor volwassenen, spam en advertenties) Uitdaging --- - Published: 2022-09-09 - Modified: 2024-01-30 - URL: https://pexly.com/blog/case-studies-articles/content-moderation-services-for-onlinemarketplace/ Client Profile: INDUSTRY: E-Commerce, Marketplace HQ: Mannheim, GermanyCompany Bio Our client is a leading global online marketplace providing a wide variety of free and paid classified ads for the purchase and sale of products and/or services. Overview Pexly provides a dedicated remote team that carries out Сontent Moderation services (i. e. adult content, spam, and advertisements)   Challenge Our team of dedicated agents was challenged to moderate content in different sections and aspects of the marketplace: Adult content - checking if the content is 18+ if so, does it abide by the rules and regulations, does it belong in this category? Monitoring users and their violations (issuing bans if need be), Spam - Checking if users are using other categories to sell their product/service, checking for multiple and/or fake accounts, Adverts - Monitoring and removing 3rd party accounts and sellers. The client has tried a number of different outsource providers, and eventually approached us with the issue that it was difficult to not only source, but to retain the employees. Which in turn lead to dissatisfaction in regards to the underachieved KPIs and overall quality. The requirements for the team were high: the client needed to start with 7 dedicated bilingual agents with (B2) English and (Fluent) German - to be able to understand slang expressions, hidden meanings and local expressions. As the content moderation is of an “adult” nature, the main challenge lies in finding agents that would not only handle the project with maturity and self-discipline, but also... --- - Published: 2022-09-01 - Modified: 2023-12-22 - URL: https://pexly.com/blog/customer-care/call-center-and-help-desk-services/ Companies across industries understand the importance of customer service. However, they are already asking their employees to fill many different roles, which takes away the time they need to spend on their core business tasks. This is why many companies outsource their customer service processes in the form of call center services and help desks. Today, we will look at outsourcing call center services and help desk services so you can better understand which is right for you. What is a Call Center? A call center is a team of agents that handle your company's phone-based aspect of customer service. This includes both inbound and outbound calls to customers to address their inquiries, resolve any concerns they might have, and even handle sales calls, among other things. Now that we know what a call center is, let's look at some of the different types of call centers. Types of Call Centers BPO call centers handle the day-to-day customer complaints and inquiries. Such call centers usually fall into one of the following types: - Inbound — they handle all incoming customer calls - Outbound — this team calls the customers - Automated — an unmanned call center that relies on auto-agents   When exploring what a BPO is in a call center, we see that they are categorized depending on where they are based: - Onshore — a call center is located within your country - Nearshore — a call center is located outside your country - Offshore — a call... --- - Published: 2022-08-17 - Modified: 2024-03-12 - URL: https://pexly.com/nl/blog/klantenservice/top-8-voordelen-van-uitbesteding-van-moderatie-van-content/ De digitale wereld is voortdurend in beweging, door gebruikers gegenereerde content is een van de belangrijkste veranderingen. Mensen vertrouwen steeds meer op online meningen, wat het cruciaal maakt om alle door gebruikers gegenereerde content zorgvuldig te monitoren. Het monitoren van sociale invloeden op de merkperceptie is dan ook een must om een betrouwbaar imago van uw bedrijf, producten of diensten te behouden. Contentmoderatie is de beste manier om dit alles te bereiken, omdat het bedrijven helpt een veilige en gezonde omgeving te bieden voor hun gebruikers. Wat houdt contentmoderatie precies in? Contentmoderatie is eenvoudig: definieer de grenzen en geef instructies aan uw contentmoderatoren. Zorg ervoor dat er duidelijke richtlijnen zijn en geef specifiek aan welke soorten content moeten worden beoordeeld, wanneer er op content moet worden gereageerd of wanneer content moet worden verwijderd. De uiteindelijke instructies aan de contentmoderatoren houden rekening met de verwachtingen van de gebruikers, de demografie van de gebruikers en het type bedrijf waarvoor de contentmoderatie wordt uitgevoerd. Hoe werkt content curratie? Contentmoderatie is behoorlijk eenvoudig. Definieer de grenzen en geef deze instructies aan uw contentmoderatoren. Zorg ervoor dat er duidelijke richtlijnen zijn en geef specifiek aan welke soorten content moeten worden beoordeeld, wanneer er op content moet worden gereageerd of wanneer content moet worden verwijderd. De uiteindelijke instructies van de contentmoderatoren zullen rekening houden met de verwachtingen van de gebruikers, de demografie van de gebruikers en het type bedrijf waarvoor de contentmoderatie wordt uitgevoerd. Verschillende vormen van contentmoderatie De soorten inhoud die gemodereerd moeten worden, zullen... --- - Published: 2022-08-17 - Modified: 2023-07-17 - URL: https://pexly.com/blog/customer-care/content-moderation-outsourcing/ Olga Rotanenko, BizDev Director 05 May 2022 The digital world is quite dynamic, and user-generated content is one of the main propellers driving these changes. Nowadays, people trust the opinion shared by other people online instead of the ones provided by businesses. Given the vast quantity of content being created, be it videos, images, or texts, it has become more critical now than ever before to monitor all of the user-generated content. This helps maintain a trustworthy environment for your clients, monitor social influences on brand perception, and comply with official regulations. Content moderation is the best way of achieving all of this. It helps online businesses provide a safe and healthy environment for their users. Before we get into all of the benefits of content moderation, let's first get an overview of what content moderation is to make sure we are on the same page. What is Content Moderation Outsourcing? User-generated content (UGC) includes text (like comments, forum posts, reviews, ratings, podcasts, testimonials), photos, videos, audio, links, or even documents. Often, the content dispersal happens through content communities, which are not a part of the UGC model but welcome UGC in the form of questions and comments. Among the consequences of UGC is the risk of users getting exposed to inappropriate or irrelevant content. Considering that content impacts a company's credibility and brand, this is of great significance. How Does Content Moderation Work? Content moderation is pretty straightforward. Simply give your content moderators instructions as to what exactly constitutes... --- - Published: 2022-08-04 - Modified: 2022-08-04 - URL: https://pexly.com/blog/careers/french-speaking-customer-support-agent/ Join our fast-growing company as a Customer Support Agent with French B2/C1 language skills and English B2/B1. You will answer questions from B2B customers of the Digital Marketing Platform for hotels. This amazing job opportunity will develop your knowledge of digital marketing tools in the tourism industry! It is a remote full-time position. Schedule: 9 am – 6 pm Central Europe Time, Monday-Friday. At PEXLY, you have a great opportunity to get: Experience in the international company working with people around the globe; Salary – 700$ Yearly incentive – depending on the execution of the KPI Training will be provided by the company and the client. Dynamic work in a young team of like-minded people in a demanded business sphere Management’s attention, support, and motivation. Your responsibilities: You will answer tickets via Zendesk CRM; You will manage user’s accounts; You will fill the knowledge database; You will manage subscriptions; You will make changes to bookings; You will answer general questions about this platform. You will be a part of our support team and handle questions from hotel representatives about their services on this platform. You are our perfect candidate if you have: French B2/C1 writing and speaking; English B1/B2 writing and speaking; Have experience in customer support; Attentive to detail, responsible, detail-oriented, and focused on helping Clients; Knowledge of Google AdWords will be an advantage; Good computer skills; Self-employment. We will sign a contract with you as with independent businessman; You can work from home, don’t be distracted; Experience with... --- - Published: 2022-08-03 - Modified: 2023-07-17 - URL: https://pexly.com/blog/customer-care/outsource-customer-service/ Olga Rotanenko, BizDev Director 05 May 2022 Building a robust and loyal customer base is no easy feat. Ecommerce business owners find success not only by providing a terrific product but by adding a personal touch to their coveted customer relationships. Handwritten thank you notes, personalized offers, and a customer service team that shows empathy are all favorites of customers that keep them coming back to your business. However, since there are some business owners who are hesitant to try outsourcing customer service, it would be a good idea to get an understanding of what customer service outsourcing can bring to your company. This is especially important for growing companies who will need to make a choice of how to scale their support team, especially when we get into the busy times of the year, such as the holiday season. Let's start by taking a look at the landscape of outsourcing customer support. Why Customer Service is Integral to E-commerce Customer service is an important aspect of pretty much any business since customers rely on this team to get answers to questions and alleviate concerns and uncertainties. Therefore, things would run a lot smoother if you had a reliable customer service team or a team member. Let's face it, there are so many companies nowadays in the eCommerce area, and having a team that can provide your customers with outstanding experiences is a great way to help you stand out. 5 Types of Customer Support You Can Offer There are... --- - Published: 2022-07-27 - Modified: 2023-12-11 - URL: https://pexly.com/blog/customer-care/technical-support-vs-customer-support/ Technical Support and Customer Service. These two terms are usually confused and lumped together. Some people go as far as using them interchangeably. However, these two terms could not be more different. Knowing the difference between these terms could help you improve your support strategies. For a broad explanation, Customer service focuses on the customer experience and interactions. Technical support focuses more on fixing technical issues that the customer has. Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar: Both fields involve helping customers. They use similar tools like email, chat, and phone to communicate. They employ similar skills to increase customer satisfaction. Both are critical to the customer experience delivered by businesses. While both focus on helping customers, customer support is a specific type of customer service that involves documentation, product feedback, and technical problem-solving. The terms customer service and customer support aren't interchangeable. Customer service is an umbrella term; customer support is a specific type of customer service. Feeling unappreciated is the #1 reason customers switch products and services. It's very important to know the difference between customer support vs. technical support so you can improve customer retention. Therefore, let’s break down their definitions and discuss the difference between technical support and customer service. What is Technical Support? Technical support service refers to the assistance that is provided to a user who requires help with a technical product or service, be it a hardware... --- ---