Customer Experience

It is the order we work in with every new account. Discover: we listen to your customers and your team, read your tickets and find where the experience breaks. Develop: we turn that into a plan, with staffing, channels, macros, training and the metrics we will report against. Deliver: we run the support as an extension of your team, with weekly coaching and quality reviews.

Voice, email, live chat, messaging, SMS and social media. We run them as one queue inside your helpdesk, so an agent sees the whole conversation and a customer who switches from chat to email does not have to start again. You can staff every channel with the same team or pick the ones you need, such as live chat or voice support on their own.

We have delivered more than 200,000 customer experiences. Across our accounts the average QA score is 98%, the average CSAT rating is 4.8, and the saving against an in-house team is up to 60%. Two examples from our case studies: a US online tire retailer saved $1.3M, and a UK online tire retailer saves $500K a year while we handle 230,000 tickets a year.

Our average CSAT rating across accounts is 4.8. Chat scores on any one account depend on the industry and on how complex the questions are, so we do not quote a single chat number in advance. We report CSAT on your account alongside QA scores and use both to decide where coaching needs work.

Training is built around your business. We start with your products, policies, tools, tone of voice and brand values. Agents then work through your SOPs and knowledge base, run mock tickets and calls on every channel they will cover, shadow live work and pass assessments before they take customers. We can build the training material with you from what you already have, or write it from scratch.

Any time zone. We cover 24/7 operations, after-hours support, weekends and region-specific business hours. Our teams in India and the Philippines work flexible and overlapping shifts, so a US brand can have the same queue covered through East Coast mornings, West Coast evenings and overnight.

Through a structured QA program. Dedicated QA analysts review tickets and calls against a scorecard built on your brand standards. Agents get real-time feedback and weekly coaching, and we calibrate scoring with your team every month so our reviewers and yours grade the same way. You receive detailed QA reports. Our average QA score across accounts is 98%.

Yes. Our agents handle inbound and outbound calls, and non-voice channels including email, live chat, SMS and social media. We can deploy agents who work across every channel, which suits smaller teams and uneven volume, or channel specialists, which suits high volume on one channel.

Atidiv works to SOC 1, GDPR, CCPA and ISO standards. When handling customer interactions, that means secure infrastructure, encryption of customer data, access limited to the agents who need it, and operating processes designed to protect sensitive information.

Customer service outsourcing means a specialist partner handles some or all of your customer conversations: email, live chat, phone, messaging, social media and order questions. The partner hires, trains and manages the agents and runs quality control, while the agents work inside your helpdesk and store systems in your brand voice. Done well, the team works as an extension of yours. Our outsourced teams run at up to 60% less than an in-house team.

A small business gets trained agents, longer hours and more channels without spending on hiring, training and tools. Capacity follows demand, so seasonal peaks and promotions are covered without permanent hires, and coverage can extend across time zones, including nights and weekends. Founders and the in-house team get time back for product and marketing.

Onshore teams sit in the customer’s country, which means close cultural fit and easy communication, but labor costs more and the hiring pool is smaller. Offshore teams cost substantially less, bring multilingual agents and make 24/7 cover a normal shift rather than overtime. The trade-off is more investment in training and quality control. Our teams sit in India and the Philippines, and we support customers in 11+ languages.

More than price. Look for experience with ecommerce and direct-to-consumer brands of similar size and complexity. Then check how the partner hires, how agents are trained on your products, their language skills and how quality is scored and reported. Ask to start with a pilot on a slice of your real tickets, with quality scores you can read before you commit. Check security controls and how fast the team can scale.

Ask how they forecast demand and add staff for Black Friday, holidays and launches, and how far ahead they train the extra agents. Ask for their results in past peaks: service levels, response times and quality scores during the busiest weeks, not an annual average. Then ask how automation and real-time reporting keep quality steady when volume jumps. We scale a team by up to 200% within two weeks.

They treat the partner as part of their own security program. The contract sets confidentiality, data handling and compliance terms before any access is granted. Access is limited by role, protected with multi-factor authentication and monitored, and regular audits confirm the controls hold. Keep payment details out of chat and email. Atidiv works to SOC 1, GDPR, CCPA and ISO standards.

The same ones your own team uses. Outsourced agents perform best on your cloud CRM and helpdesk, with every channel in one queue, a connection to your ecommerce store and order management system, and a shared knowledge base, so they see the full customer record in real time. Automation handles repeat questions and keeps answers consistent across the team. We work inside the tools you already run rather than moving you onto ours.

Train the team on your values, customer types and tone, then give them a playbook with approved messaging, escalation rules and real examples of common cases. After launch, quality reviews, call and ticket reviews, and regular feedback keep the standard in place, and calibration with your team keeps both sides scoring the same way. Our average QA score across accounts is 98%.

Compare the total cost of support before and after, including hiring, training, tools and management time, not only wages. Then track operations: response time, first contact resolution and cost per ticket. Finally, watch customer outcomes: CSAT, retention, repeat purchase and refund rates. An outsourced team that is cheaper but lowers satisfaction costs more than it saves. Our accounts average a 4.8 CSAT.

The biggest is moving what your team knows into the new team. Thin documentation, unclear performance targets and limited system access slow the transition and hurt quality in the first weeks. Communication gaps between your staff and the partner add to it. Write down your policies and macros, agree KPIs and reporting before launch, give agents the access they need, and run a short pilot before moving full volume.