Customer service for your customers

Considering outsourcing your customer support? We’re here for your customers and we bring extensive experience in managing external customer service across a wide range of industries and client profiles.

With high flexibility and efficient system support, we provide the accessibility and assistance your customers need when reaching out. Our goal is to represent, support, and enhance your brand experience in the best possible way. As your logistics partner, we make things easier for you, by handling customer service so you can focus on your core business.

There are several advantages to combining our external customer service with our logistics solutions. Our support team works closely with the warehouse and other internal departments, making it easy to respond to inquiries and access the information your end customers often request. Through our Warehouse Management System (WMS), we can quickly retrieve specific order details. Learn more about our logistics services here.

Get started with customer service without hassle

To deliver the best possible support, we want to learn more about you, your business, the volume of customer service inquiries, and your expectations going forward. In most cases, we also require product training to ensure we can represent your brand knowledgeably and accurately. If needed, we’ll schedule that with you.

We’ll add your phone number to our switchboard and your email address to our system. This way, all contact channels are centralized, and you can feel confident knowing the same dedicated customer service team is handling your customers’ inquiries.

Contact channels

We offer multiple communication options that you can mix and match. Choose one or several, depending on what suits your customers best.

Email support is the most common contact method among our clients. It allows end customers to reach out at any time and receive a response within the agreed timeframe. Many customers prefer avoiding phone queues or want written replies. For us to manage claims and complaints, email is essential, customers can send images or videos for review.

We also see a clear trend among younger generations who prefer emailing, chatting, or using social media over calling. However, for those seeking quick answers, email can feel slow, so it’s often combined with other channels.

Phone support offers a human touch that strengthens your brand. It creates a sense of trust when customers can speak directly with us. Incoming calls are handled quickly, and response times are significantly shorter than other channels. The phone is also a powerful tool for reaching dissatisfied customers and resolving issues promptly.

Chat and social media. Being available online is increasingly important, as many customers appreciate real-time communication. Chat and social media are often offered alongside more traditional contact methods.

We operate with an omnichannel approach, meaning all customer service channels are routed to one central hub. No matter which contact methods you choose, the same team of specialists (trained in your products) will handle all customer inquiries with consistency and expertise.

What does it cost?

Switch from a typically fixed pricing to a flexible one with us. In addition to a setup fee and a monthly base cost, you only pay for the actual work we perform. This means your cost becomes variable and adjusts based on the volume of customer service inquiries received from your end customers.

Fast response

Our trained team responds quickly to every customer inquiry, issue, or complaint. We follow your guidelines and preferences to accurately reflect your brand.

Enhance your existing team

We can act as your full-service customer support team or stay on standby to provide backup when needed. Give us a try!

Use your current systems

You continue working in your own systems while we handle everything on our side. All platforms we work with are supported.

Scale as you grow

Start small and scale up as needed. Thera are no minimum requirements!

How it works

Outsourcing your customer service means hiring us as a third-party provider to manage your company’s customer support functions. In practice, the process typically looks like this:

1. Identify your needs

Start by defining your customer service requirements, including which channels you want to use to handle customer interactions (e.g. phone, email, chat). Consider what matters most to your customers.

2. Agreement

Once we’ve reviewed your needs, we will prepare a service agreement outlining responsibilities, pricing, and other terms.

3. Training

We’ll need training on your products or services, company culture, values, and customer service policies to ensure we represent your brand accurately. All communication is done in your name, not ours (Shelfless).

4. Implementation

We set up the customer service function and begin handling customer interactions according to the agreed plan.

5. Follow-up and reporting

We provide ongoing follow-up and reporting, giving you full visibility into key metrics such as case volume, response times, and more.

Why outsource?

There are many reasons why our clients choose to outsource their customer service. Here are a few key benefits:

Expertise

We specialize in customer service and are trained to handle a wide range of customer interactions. By partnering with Shelfless, you gain access to the experience and expertise of our dedicated team.

Scalability

Outsourced customer service allows businesses to manage high volumes of inquiries during peak periods, without hiring and training additional staff. Perfect for campaigns, holidays, or seasonal fluctuations.

Availability

It’s not just the cost that becomes flexible, availability becomes flexible too. By sharing resources with multiple clients, we ensure consistent coverage and fast response times.

Flexibility

Outsourcing gives you the freedom to run your business without worrying about customer service. You also gain the flexibility to adjust and replan quickly.

Focus

Our most successful clients have one thing in common: focus. By concentrating on their core business and leaving customer service to us, they maintain clarity and momentum across their entire organization.

What is external customer service?↓

External customer service means outsourcing your support function to a third-party provider like us. We’re experts in customer service and undergo training in your product range to respond in your brand’s voice, ensuring the best possible experience for your end customers. We offer multiple contact channels and flexible solutions, allowing you to scale up or down based on demand, such as during campaigns or seasonal peaks.

What services can an external customer service provider offer?↓

You choose the contact channels that best suit your business and your customers. We offer support via phone, email, live chat, and social media. Regardless of the channels you select, we respond on behalf of your brand and follow your company’s guidelines.

What are the benefits of an external customer service provider?↓

As your external customer service partner, we guarantee fast response times. We can act as your full support team or strengthen your existing one by stepping in when needed. With external customer service, you can easily scale your support operations up or down, without any minimum requirements.

Why outsource customer service?↓

Outsourcing customer service offers several advantages, including cost savings, improved availability for your customers, access to our expertise, and scalability during peak periods.

We’re here to make things easier for you. By outsourcing your customer service to us, you can focus on your core business. With years of experience in customer support, we’re committed to delivering outstanding service and representing your brand in the best possible way.