Inbound Customer Support
Answer every customer with the same care your best employee would.
We handle the calls and messages your customers send every day: order questions, account changes, billing queries, returns and complaints. Routine requests are resolved quickly, often with automation. Anything that needs judgement goes to a trained Begensol agent who knows your products, your policies and your tone of voice.
What changes for you
The outcomes this service is designed to deliver.
Fewer missed contacts
Calls and messages are picked up during the hours you choose, including busy periods, rather than left to queues and voicemail.
Consistent answers
Agents work from a knowledge base we build with you, so customers hear the same accurate answer whoever they speak to.
More time for your team
Your internal staff spend less time on repetitive enquiries and more time on the work that grows the business.
Scope
What is included.
- Answering in your company name with an agreed greeting
- Order status, delivery, returns and refund enquiries
- Account, subscription and billing questions
- Complaint handling with clear escalation routes
- Notes and outcomes recorded in your CRM or help desk
- Regular reporting on volumes, contact reasons and quality
How automation and people share the work
Automation
- Answers common questions instantly from your approved knowledge
- Collects details and verifies the customer before a handover
- Routes each contact to the right person or queue
People
- Handle complaints, exceptions and sensitive conversations
- Make judgement calls within the authority you set
- Spot recurring problems and report them back to you
The exact balance is agreed with you. Some clients prefer every conversation to be handled by a person.
How it runs
From first conversation to steady operation.
- 01
Map your contact reasons
We review recent calls, emails and tickets to understand what customers ask and how often.
- 02
Build the knowledge base
Policies, product details and approved answers are documented and signed off by you.
- 03
Train and certify agents
Agents learn your products and systems and are assessed before they speak to customers.
- 04
Go live and review
We start with close supervision, then review quality and volumes with you on an agreed schedule.
A good fit for
Who this service tends to suit.
- Ecommerce and retail brands
- Subscription businesses
- Service companies with growing call volumes
Related industries: Ecommerce and Retail, Healthcare Administration, Financial Services, Professional Services, Energy and Utilities
Questions
Inbound Customer Support: common questions.
Can you answer calls in our company name?
Do we need to change our phone system?
How do you handle complaints?
Your customers deserve better. Let’s make it happen.
Tell us about your customers, your volumes and the hours you need covered. We will come back with a clear recommendation and a written proposal.