Customer service outsourcing

Customer service outsourcing
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What we do

Positive customer experience at the centre

Take your customer satisfaction to a new level by customer service outsourcing

Nordicom stands for modern customer service outsourcing with a 360° perspective. We help Nordic companies that have a large customer base and that want to offer something even better to their customers through higher availability and relationship-building customer experiences.

The right answer, at the right time, delivered in a professional way

We stand for a strong culture of knowledge where we strive for our employees to always have the right answers. By exclusively working in systems that talk to each other, we save time and resources. Instead, we spend the time ensuring that the right agent gets more time to talk to and serve your customers.

Choose Nordicom

Good treatment creates loyal customers

Increased customer satisfaction provides the conditions for additional sales while reducing your customer losses

Companies that place their customer service first and foremost create an invaluable asset for their customers. They establish trust and a close connection, something that, according to studies, up to 43% of customers are ready to invest extra in, even if the competitor can offer a lower price level.

It is usually financially beneficial to invest additional resources in improving customer service to the highest possible level. Keeping an existing customer is often significantly more profitable than trying to attract a new customer. Our goal is to support companies and their customers in creating long-term and sustainable relationships.

How we work

Statistics are our guide

By using important metrics such as FCR, service rate, AHT and CSAT, we can ensure fast response times and high customer satisfaction. In addition, our metrics enable us to identify which employees need extra support. However, we emphasize that these statistics are not shared openly. To increase customer loyalty, we also measure and improve NPS and CES. The statistics are completely transparent and are available to our customers via our help desk.

Smooth purchase experiences

Effective upselling appears to customers as valuable advice and enhances their overall experience. Our customer service employees are trained in sales to be able to easily present your customers with new products, upgrade options, contract extensions and promotional offers. In addition, we also handle terminations and use our expertise to try to retain customers. This task can be challenging and requires experienced staff, but the insights we gather from these conversations are invaluable in identifying areas for improvement. Nordicom also has the expertise to develop new campaign material in collaboration with you. It can refer to various channels such as telephone, e-mail or SMS.

Knowledge that makes a difference

At Nordicom, we value knowledge and training highly and ensure that our employees are well equipped for complex challenges long before they interact with your customers. We regularly invest in our continuing education, understanding of our partners' products and services, and the technology we use. Through our strong culture of knowledge, we constantly collect new topics that we actively analyze, discuss and use to become even more skilled. No information is lost, everything is saved in cloud-based databases and manuals, which means that we constantly improve our skills every week, month and year. Our main goal is that our Nordicom employees should always be at least as competent and up-to-date as your staff on site.

From interaction to action

Every interaction with your customers represents a new chance to deepen the understanding of their needs. Valuable information, regardless of whether it comes from satisfied or dissatisfied customers, provides insights that can be helpful in further developing your offers and processes. The goal is to provide more insight into your customers, to understand both needs and behavior. This means that we identify the cases that can be excluded or automated. Nordicom also helps you explore which services are of interest to your customers and what may be missing from your current offer. We evaluate whether customers can find the information they need on your website and in your self-help resources, as well as whether there are areas that need to be expanded. By supporting you in this work, we strive to increase your cost efficiency and competitiveness, while at the same time your customers experience a smoother and more satisfying service.

We advocate the following regarding customer service outsourcing

Customer first

We love helping our customers solve their challenges, both big and small. We are passionate about service and happily go the extra mile so that your customers can hopefully return to their everyday lives with a smile on their faces.

Responsibility

We take our mission very seriously. Nordicom takes full responsibility and leaves nothing to chance. We stand firmly behind our values and do what is necessary to achieve our common goals. Even when it’s uphill, there is almost always a solution, however difficult it may be at the time.

Quality

Our compass always guides us towards quality. Quality in our services, in the choice of partners, in our actions towards our employees and in the equipment we use every day. When faced with a choice, our firm starting point is to always choose the highest possible quality and nothing else.

Get to know Nordicom

Company

Our values

Vision and business idea

Sustainability

Work environment

Why outsource?

Prioritize customers, your most important asset

The competition of the future has got a completely new game plan, the best customer service wins the customers’ loyalty

Our ambition is to help your company distinguish itself in your specific market and become a first in mind option with a very good reputation and extraordinary service. When you get there, we have achieved a win win situation. We have created loyalty among your customers and thereby hopefully earned your trust.

Customer service outsourcing

Positive customer experience at the centre