24/7 Customer Care and L1 Support Services2020-03-19T11:48:14+00:00
Support Services portfolio, outsourcing of support services

24/7 Customer Care and L1 Support Services

We provide Cloud strategy consulting aligned with your specific business environment

Challenge

Globalization allows many businesses to operate beyond boundaries and address a wider and more diversified range of customers. Building, managing, maintaining and expanding a Customer Support /Customer Care Services team that delivers round-the-clock high-quality services in multiple languages can be a costly, challenging and time-consuming task.

We provide Cloud strategy consulting aligned with your specific business environment

Solution

Finding a trusted customer care outsourcing partner who has the right tools, people, expertise and experience to provide your business with the appropriate service level of customer care and support. Customer support as a service is an approach many companies are looking for in order to be able to focus on their business development and to retain high level of customer satisfaction at the same time.

The right approach

  • Focus on KPIs and user satisfaction, besides the number of tickets and served customers, to guarantee your customers are taken care of accordingly
  • Serve customers in their native language to increase customer satisfaction and customer retention ratio
  • Don’t let a customer unattended – we can serve your customers on a 24/7 basis to cover your business models and customers’ needs
Build tailored service

The extended expertise

  • Benefit from our yearlong experience in customer care outsourcing and serving customers worldwide – we know how to treat your customers with care and the right attitude
  • Utilize our proven set of tools and processes to address your customers’ needs and requirements properly
  • Email, chat, landline, ticketing system – you name the channels, we will provide the service
  • Don’t worry about people management and keeping the right level of quality – we will take care of that for you
Build tailored service

The flexibility

  • Full Outsourcing, Offshoring, Managed Service, Nearshoring – we can be your trusted partner whichever approach you choose
  • Comply with your business needs and company policies, by either choosing one of our pre-built delivery options or requesting a customized one especially for your needs
  • In case our standard packages do not fully meet your needs and expectations – give us a call, we can work it out together
Build tailored service

Some use cases

  • Customer onboarding –  provide initial support to your users when they first start using your services
  • User support – help you users enjoy the full benefits of your services
  • Incident management – help your users solve their problems quickly and efficiently
Build tailored service

24/7 Customer Care and L1 Support Services

Focus on KPIs and user satisfaction, besides the number of tickets and served customers, to guarantee your customers are taken care of accordingly

Serve customers in their native language to increase customer satisfaction and customer retention ratio

Don’t let a customer unattended – we can serve your customers on a 24/7 basis to cover your business models and customers’ needs

Get Started

Benefit from our yearlong experience in customer care outsourcing and serving customers worldwide – we know how to treat your customers with care and the right attitude

Utilize our proven set of tools and processes to address your customers’ needs and requirements properly

Email, chat, landline, ticketing system – you name the channels, we will provide the service

Don’t worry about people management and keeping the right level of quality – we will take care of that for you

Get Started

Full Outsourcing, Offshoring, Managed Service, Nearshoring – we can be your trusted partner whichever approach you choose

Comply with your business needs and company policies, by either choosing one of our pre-built delivery options or requesting a customized one especially for your needs

In case our standard packages do not fully meet your needs and expectations – give us a call, we can work it out together

Get Started

Customer onboarding –  provide initial support to your users when they first start using your services

User support – help you users enjoy the full benefits of your services

Incident management – help your users solve their problems quickly and efficiently

Get Started

Benefits

Cloud and Support Services benefits

Experience

We have been delivering our customer care services to a great number and variety of businesses around the world for over 6 years.

Cloud and Support Services benefits

Flexibility

We have developed various service delivery models so that you can choose the one that best covers your business needs and fits into your company policies.

Cloud and Support Services benefits

Multi-Language

We speak your language – our customer support services are available in 28 different languages.

Cloud and Support Services benefits

Quick and proven on-boarding process

With our customer support outsourcing model you benefit from and have access to ready tools, processes and agents.

Cloud and Support Services benefits

24/7/365 Service and Support

Our services can be provided 24 hours a day, 7 days a week, 365 days a year, covering night hours and all time zones.

Cloud and Support Services benefits

Reporting

Review regularly the KPIs of the service, though our standardized reporting methodology.

Benefits

Cloud and Support Services benefits

Experience

We have been delivering our customer care services to a great number and variety of businesses around the world for over 6 years.

Cloud and Support Services benefits

Flexibility

We have developed various service delivery models so that you can choose the one that best covers your business needs and fits into your company policies.

Cloud and Support Services benefits

Multi-Language

We speak your language – our customer support services are available in 28 different languages.

Cloud and Support Services benefits

Quick and proven on-boarding process

With our customer support outsourcing model you benefit from and have access to ready tools, processes and agents.

Cloud and Support Services benefits

24/7/365 Service and Support

Our services can be provided 24 hours a day, 7 days a week, 365 days a year, covering night hours and all time zones.

Cloud and Support Services benefits

Reporting

Review regularly the KPIs of the service, though our standardized reporting methodology.

Packages and Prices

24/7 Customer Care

Delivery Model Outsourcing
  • Supported Languages
  • English/German/French
  • Tickets included
  • up to 300 per month
  • Recruitment
  • Customer Involved in Staffing
  • No Transfer
  • Workstation
  • Infrastructure
  • Office Expenses
  • Processes
  • Tools
  • KPI/SLA responsibility
  • Escalation
  • People Management
  • Payroll
  • Reporting

24/7 Customer Care

Delivery Model Managed Service
  • Supported Languages
  • English/German/French
  • Tickets included
  • roughly around 6000 tickets
  • Recruitment
  • Customer Involved in Staffing
  • flexible
  • No Transfer
  • Workstation
  • flexible
  • Infrastructure
  • flexible
  • Office Expenses
  • flexible
  • Processes
  • Provided by Customer
  • Tools
  • Provided by Customer
  • KPI/SLA responsibility
  • Provided by Customer
  • Escalation
  • People Management
  • Payroll
  • Reporting

24/7 L1 Support

Delivery Model Outsourcing
  • Supported Languages
  • English/German/French
  • Tickets included
  • up to 600 per month
  • Recruitment
  • Customer Involved in Staffing
  • No Transfer
  • Workstation
  • Infrastructure
  • Office Expenses
  • Processes
  • Tools
  • KPI/SLA responsibility
  • Escalation
  • People Management
  • Payroll
  • Reporting

24/7 L1 Support

Delivery Model Managed Service
  • Supported Languages
  • English/German/French
  • Tickets included
  • roughly around 3000 tickets
  • Recruitment
  • Customer Involved in Staffing
  • flexible
  • No Transfer
  • Workstation
  • flexible
  • Infrastructure
  • flexible
  • Office Expenses
  • flexible
  • Processes
  • flexProvided by Customerible
  • Tools
  • Provided by Customer
  • KPI/SLA responsibility
  • Provided by Customer
  • Escalation
  • People Management
  • Payroll
  • Reporting

Insights

Working DevOps? How about yes!

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The IT support revolution Chapter 2

The IT support revolution Chapter 2 – market dynamics, security, automation To continue the topic on market dynamics, it is important to find out what has changed in the past decades. Before and dur

The IT Support revolution Chapter 1

The IT Support revolution Chapter 1 – needs, quality, market dynamics More and more companies are looking at the newest technologies available. By bringing such “bleeding edge” innovations into some

Insights

Frequently asked questions

If you are looking to outsource some activities and wondering whether BULPROS Customer Care & L1 Support can be a good fit, you may find some of the FAQs helpful and useful.

This is a service that enables companies to focus more on their business, by offloading the burden of user interactions to our experienced team of agents. We can help you serve your customers better, allowing you to focus on expanding your business. Our service can grow in accordance with your growing needs, which leads to cost efficiency and process optimization.

As a typical outsourcing service, we can cover various use cases. Here are some use case examples:

  • Customer Onboarding – providing assistance to users who would like to subscribe to your solution/service
  • Data Quality – helping customers publish only clean and valid data in their systems
  • Data Validation – assisting customers in validating machine-generated results
  • User Support – assisting users when using a particular service/solution
  • Incident Management – providing L1 interaction with users to handle their incidents/tickets

There are plenty more use cases we can cover. Wondering if yours is one of them? Contact us, so we can discuss it together.

Our main languages are English, German and French, but we can provide this service in over 20 additional languages covering almost the entire world.

We are known for our flexibility in focusing on customer satisfaction. Our teams function as nearshore or offshore centers, but we can also support customer with captive center models.

We can adjust the way our service is measured in order to align it better to our customers and their needs and expectations. Most outsourcing companies would choose price-per-ticket or a similar measurement. We prefer working with our customer in a way that they receive the expected service quality. We have a set of KPIs that ensures optimal service quality to our customers, guaranteeing that their own customers are served in the best possible way, respectively. If you’d like to know more – please contact us.

We have a configured set of communication tools that include email, chat, phone and ticketing system. We can also use other tools, if required by our customer and if this is mandatory according to their company policies.

This is a service that is applicable to all industries. We have references and experience in the following sectors:

  • Transportation
  • Healthcare
  • Travel
  • Online web portals
  • Startups
  • Facility
  • And other

If you are interested and want to learn more details, please contact us.

We keep our promises and do not disclose our customers unless specifically allowed to. Some of the case studies and success stories can be found in the Insights section, however some of them are not published on the website. Get in touch with our sales team to gain more insights into how we help customers with our service.

The onboarding process may differ depending on the setup and the outsourcing model your company wants to use. We have a standard onboarding process for the cases, when our customer is willing to outsource the service completely to us – using our tools, processes and delivery locations. You can find it in the Insights section, and also indicate the amount of time we need to do that.

Yes, we believe our pricing model is very competitive. Initially, outsourcing as an approach was born to address the cost aspect of running such a service. However, low-cost itself is not a benefit. The benefits come when you get the right quality for the right price – we believe we are amongst the leaders in doing that.

Yes, we do take special measures to address security concerns. With regulations becoming more and more demanding regarding personal and sensitive data, we have implemented a set of tools, processes and documents, which would answer our customers’ expectations and ensure a high level of security.

Yes, we are flexible, and we can sign the necessary NDAs with our customers. Our legal team has prepared standard NDA agreements that can be used in such cases, or if your company policy requires it, we can discuss your corporate NDA agreement.

Simply contact us, and let us know what your requirements are, so we can choose together the right approach and setup to best fulfill them.