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Customer Support Services

At our core, DIGI-TEXX is driven to solve our customers’ challenges. We achieve this by providing exceptional support at affordable rates.

24/7

365 Operating Services

30+

Processing languages

1200+

Experienced employees

100%

Data security &
Quality Assurance

A single unhappy customer can cost your business a lot!

Our customer service agents and representatives are trained to possess not only in-depth knowledge of your products or services but also excellent soft skills. We ensure that no customer issue is overlooked and that all customers enjoy a consistent support experience with positive language.

With happy customer support reps, you’ll be able to better serve and delight your customers, and even transform bad experiences into positive and memorable ones.

Trusted by more than +200 clients from home & Abroad

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Customer support services

We provide professional and cost-effective customer support services that are optimized for your industry. Our services aim to enhance your overall customer satisfaction score (CSAT) and customer effort score (CES). Here’s a brief overview of our customer support solutions:

Phone support service

Despite the prevalence of digital solutions, some customers still prefer traditional communication methods such as phone calls. Outsourcing customer support to DIGI-TEXX can ensure that every call is handled with care and that your brand always maintains a human touch.

Video support service

Video support is an ongoing trend in outsourcing customer support. By incorporating video support into our customer service strategy, you can help customers better understand complex concepts and troubleshoot problems more efficiently. This builds trust and rapport with customers while also increasing your own efficiency.

In-app support service

In-app assistance is an excellent solution for businesses looking to boost client retention. You can handle customer inquiries within the app itself, but outsourcing to customer service providers like DIGI-TEXX can make the process more efficient.

Email support

Using email has always been an efficient and cost-effective means of handling customer inquiries and complaints. DIGI-TEXX’s outsourced customer service provides personalized and prompt responses that will leave your customers satisfied and happy.

Chat/Online support

Outsourced live chat support can quickly resolve issues by providing real-time assistance to customers, eliminating the need for them to endure elevator music while on hold. Our skilled support team, outsourced for your convenience, will do its best to build customer loyalty through streamlined live chat interactions.

On-site support

On-site support allows for immediate assistance and personalized service for customers who may need help navigating products or services in person. As a customer service provider, we offer trained representatives for on-site support, which helps to strengthen customer relationships and improve customer satisfaction.

Social media support

We can confidently state that your customers are highly active on social media and would greatly benefit from outsourced customer service on this platform. By choosing DIGI-TEXX, you can ensure that your customers receive a high-quality customer experience through our expert interaction on social media.

SMS support

Our customer service outsourcing company is confident in our ability to send personalized messages at the right moment, ensuring effective communication with your customers. This ultimately helps increase your sales.

Chatbots support

Chatbots are an excellent resource for enhancing efficiency, reducing wait times, and delivering individualized outsourced customer support services. They are available around the clock, can manage several conversations at once, and can be tailored to meet the specific needs of each business.

Knowledge base support

A well-designed knowledge base is an essential component of any customer service outsourcing initiative. It empowers customers to resolve issues on their own, thereby saving valuable time for the outsourced support team while simultaneously boosting customer satisfaction.

Customer community platforms support

By using customer community platforms, you can tap into the collective knowledge of your customers. They can share helpful tips and advice with each other, which you can then use to enhance your products and services.

You’re gonna love dIGI-TEXX

Managers from many kinds of businesses turn to DIGI-TEXX to optimize their business costs and enhance their customer experiences.

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Our Deployment Models

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Our optimized N-step call center process for you

We have developed an optimized N-step process to provide you with an efficient, secure, and convenient workflow. Here’s how we approach it:

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Industries we serve

DIGI-TEXX implements automation customer support tools and platforms to provide solutions for various industries. We have the required experience and skills to work with clients from different industries and verticals. Some of the key industries we cater to include, but are not limited to:

BANKING AND FINANCE

In the banking and finance industry, we support clients with account inquiries, loan applications, and other financial needs, improving customer satisfaction and retention rates.

INSURANCE

We help policyholders with claims processing, policy information, and other inquiries, building trust and loyalty with customers, leading to improved customer retention rates and increased sales.

E-COMMERCE

Our customer support specialists will assist clients with product inquiries, shipping information, and other issues related to online purchases.

hospitality

DIGI-TEXX services are critical for ensuring that guests have a positive experience during their stay. Our services can help with booking inquiries, room service requests, and other needs.

Healthcare

DIGI-TEXX’s customer support services can help patients with appointment scheduling, billing inquiries, and other healthcare-related questions, building trust with patients and improving patient satisfaction.

Telecommunications

We support clients with service issues, billing inquiries, and other concerns, reducing customer churn and improving customer satisfaction.

Real Estate

Customer support services can support property inquiries, rental agreements, and other issues related to buying, selling, or renting properties…

You don’t see your industry here? Contact us

What makes us a suitable customer support service provider for you?

We are dedicated to sharing our expertise, technology, and infrastructure to assist global businesses. We understand your concerns and are committed to delivering excellent customer service every step of the way. See below:

Affordable and Flexible pricing model

We offer flexible pricing models based on the hour/transaction/volume and dedicated resources/packages. Clients can select the right model which best fits their purpose.

Competitive advantage

Providing exceptional customer support can help a company stand out from its competitors and gain a competitive advantage.

Data security

Confidential information will remain secure and be restricted from outside exposure with a reliable information security management system (ISMS) based on the ISO 27001 standard with GDPR compliance.

Expert customer support agents

Our specialists ensure that customers receive the help and information they need quickly and efficiently, improving customer retention, customer satisfaction, and customer loyalty.

Cost optimization

Outsourcing transforms fixed costs into variable costs and allows our clients to prevent large expenditures for business in the early stages and long-term run.

Valuable customer feedback

Through our customer support service, we can help you gain valuable insights into customer needs, preferences, and pain points, which can inform product and service development and improve overall business strategy.

Frequently Asked Questions

Our team of experts is here to answer any questions you may have and provide you with a free consultation. If you don’t see an answer for you below, feel free to send us a message.

Customer support refers to the teams of people and resources dedicated to assisting customers who are experiencing difficulties, from quick problem resolutions to technical issues that require strong technical skills in products.

This includes things like answering customer questions, providing assistance with onboarding, troubleshooting, and upgrading customers to a new product or service.

A competent customer service representative offers prompt and informed help, enabling customers to obtain necessary information and enhancing their satisfaction with a company’s products or services.

Customer service is a crucial step in building relationships with customers and earning their loyalty. It involves providing helpful services and solutions before, during, and after a purchase. Customer service representatives must communicate well, solve problems, and know their products.

Good customer service ensures efficient inquiries, helpful assistance, and appreciation for customers. It benefits companies through increased sales, improved image, greater satisfaction, referrals, and long-term relationships. By caring for customer needs throughout their journey, customer service sets a standard for an excellent experience.

Customer service and customer support are two terms used interchangeably in the corporate world.

Customer service aims to ensure customer satisfaction, loyalty, and retention through various methods such as management techniques, chat, calls, and social media. The ultimate goal is to provide an experience that will make customers want to purchase more and return in the future.

On the other hand, customer support provides technical assistance to customers, including troubleshooting products and assisting in product installation processes. It may also include customer care services such as online help desks, telephone helplines, or live chat services where representatives answer specific queries to provide guidance and satisfaction for a seamless user experience.

Compared to customer service teams, customer support teams are generally more involved with the end-to-end customer experience. Both customer service and customer support focus on improving user satisfaction, but they are different aspects of running a successful business.

The role of customer support is to drive customer satisfaction and retention, impact customer lifetime value, and improve brand reputation, ultimately leading to increased revenue.

Support agents are responsible for resolving customer queries and building relationships with them, which helps to differentiate the business from its competitors.

Positive word-of-mouth reviews from satisfied customers can help grow the customer base.

However, the effectiveness of customer support is also dependent on the particular business and industry, as well as the people being supported.

Support issues can range from basic tasks like refunds and password resets to more intricate situations that involve handling escalations and devising creative solutions for challenging user requests.

Poor communication between departments can also lead to long resolution times and strained customer relationships. In addition, mishandling customer queries on social media can result in negative company sentiment.

Developing effective systems to address these common issues is critical to ensuring customer satisfaction and loyalty. Departments must collaborate seamlessly to resolve complex problems, deal with escalations efficiently, and provide top-notch customer service.

Technology allows businesses to outsource customer service to call centers in different parts of the world. This highly effective method, known as customer service outsourcing, has rapidly gained popularity in recent years.

Bad customer service doesn’t just affect current customers, either — it influences potential customers too. Every customer service experience is part of a larger story.

Contact us at [email protected] to learn how we can help, and we’ll schedule a meeting to discuss details. Later we’ll determine the number of outsourced customer support agents and technology you need and offer a suitable pricing quote.

Our standard hiring requirements for onshore, nearshore, and offshore non-native language levels are set at B2+ (Independent according to the CEFR scale). Levels C1+ (Proficient), same as other specific requirements like industry certifications, above-average educational background, etc. will come as an add-on.

The minimum hiring timeline, which depends on various factors including team size, job complexity, and hiring profile, is 2-4 weeks from contract signing to calibration on hiring requirements.

No. We provide only dedicated Customer Support and Back-Office Agents who work exclusively for your company.

Our Partners

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We are an active member of

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Our exemplary project delivery capacity

Our customer support services add value to any business (from small to large enterprises) around the world.

Our 20 Years of Proven Track Record

DIGI-TEXX VIETNAM 20th Anniversary

Reaching a new height

Our Dynamic and Experienced Employee

DIGI-SPORT

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Straight-Through Process for Customer Onboarding

Insurance

Intelligent Document Processing

Automated Insurance Claims

Insurance

Intelligent Document Processing

Global Invoice Processing

Logistics

Automated Data Extraction Solution

Let’s Get In Touch

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