Services we offer
Our multilingual (English, Spanish, Italian, French) services are tailored to your company's DTC business through inbound phone calls/emails/chats.
Our core services are:
Product Support
Sale Support
Billing/Payment Support
Product Returns/Refunds
As added value services and priced separately, we can provide:
PayPal Disputes
Fraud Detection
Amazon and eBay customers' inquiries
Feedback / Product Reviews
Chargebacks
Social Media Inquiries
Data Entry
Market Research Support
Hours of coverage
For USA customers, we provide active services between 6:00 AM East Coast Time and 9:00 PM Pacific Time. If needed, extended hours of service are possible. Some of our customers are serviced 24-7.
We would ensure that all emails received outside those hours would be answered before 9:00 AM Pacific Time. Emails during the rest of the working day will be answered within 12 hours.
Learning your business
We will use your knowledge base and historical customer inquiries (if available) to understand your business and brand. We will provide a document showing our current understanding of your policies. We will continue to update this document as other issues are brought up by customers and as we learn how you would like them handled. Optimally we will agree on a format for this document that can be shared between us.
Contact with your company
We can provide the optimum customer service if all of your designated personnel will cooperate with Steady Customer Care agents to ensure our agents have adequate access to your systems and information.
Timely and accurate information regarding your products, marketing, and sales campaigns as well as any changes in your fulfillment and return policies, will secure the best customer service.
On-Boarding
Our On-Boarding specialists will lead your team through seamless integration.
CRM System
You may continue to use your CRM system or if needed we can suggest one for your company.
Phone System
It should be possible to continue to use your existing toll-free number on your website, depending on the service you are using for that number.
Chat
If requested, we will provide technical support so that the Chat service isrouted to us.
All our agents are experianced with the tools typically used for customer service: Gorgias, Zendesk, Helpscout, Shopify, Skubana, Returnly, Shipstation. Live chat tools: Olark, PureChat, Zendesk Chat, etc.
Pricing and Reporting
Our customer care packages are as low as $1,500/month and are tailored to your company’s size and needs. Whether you have an in-house CS support or an Outsourced one, we are confident that we can provide you with an excellent service for less than you pay now.
We would set up a regularly scheduled conference call, optimally every week but could be every two weeks at your request, where we would review the statistics that can be provided from the phone, email, and chat systems.