ISO/IEC 27001:2022
We strive to follow the international regulations of ISO /IEC 27001:2022 for handling and processing customer documents.
10+
Years Of Experience
Simplifying Data. Empowering Business.
Reduce the Pressure on Your Customer Support Team
Are growing inquiries, delayed responses, and complex queries affecting your customer experience? Don’t worry, OIDE, the leading customer experience outsourcing company in India, is here to support businesses with our tailored CX services. Whether you want support to manage simple queries, doubts regarding bookings, onboarding or any other matter, our experienced professionals can deliver them in the way you prefer.
Partner with OIDE, when you need to support for your businesses in the USA, UK, and Australia. You can think of OIDE, the trusted customer support outsourcing company in India, when you are planning to outsource customer support to India.
Outsourcing vs. In-House Digital CX Services
Choosing between in-house Digital CX and outsourcing depends on your particular requirements.
| Benefits | Outsourcing | Inhouse |
|---|---|---|
Cost Efficiency | Reduces the need to spend for hiring and training Digital CX professionals and AI communication tools | Need to spend for hiring and providing training for CX professionals, and for tools if needed |
Access to Expertise | You will get access to professionals who are highly experienced in CX industry | You need to hire the best talent and also need to provide timely training to keep them updated on the protocols that need to be maintained while communicating with customers |
Scalability and Flexibility | Increase or decrease in CX support requirements can be managed promptly and efficiently | Time and considerable amount is required to manage the increase or decrease in CX support needs |
Faster Processing | Quick processing of client inquiries is possible with skilled professionals and cutting-edge communication tools | The speed of processing depends on the resources available |
Advanced Technology | You will get the benefits of using modern and AI tools | You need to purchase the latest tools to get their benefits |
How OIDE Helps Overcome Digital CX Support Challenges
From increased inquiries to complex queries and high customer expectations, there are multiple challenges faced by companies when they try to handle their customer interactions with an in-house team. OIDE, the leading customer support outsourcing company in India, helps businesses overcome these challenges with our experienced professionals and structured workflows. With our digital customer support services, businesses can boost response times and ensure a smoother customer experience.
- We deliver assistance to your customers regarding their queries through personalized text messages.
- Our experts follow the client guidelines strictly while making responses to customer chats.
- Through our digital customer support service, businesses can ensure quick responses to client queries and can maintain excellent customer satisfaction.
- We track and structure the emails across assigned inboxes.
- Those that need immediate and simple solutions are handled by our experts, while the complex ones are escalated without delay.
- Our email & inbox management helps businesses keep their email organized at all times.
- Our experts monitor and respond to comments on social media platforms as per the agreed manner.
- We escalate the issues that need immediate action to specific teams.
- Through our digital customer support service, we support businesses to strengthen their customer relationships.
- We support customers with checking the order status, cancellations, and all other queries.
- Our experts fix most of the issues, while they escalate the rest that require further action.
- By picking OIDE, the leading customer support outsourcing company in India, businesses can make onboarding processes smoother and more accurate.
- We support customers with new account setup, registration, and first-level service requirements.
- Our experts follow up on incomplete onboarding activities and customer queries.
- Through our services, we help businesses to deliver an uninterrupted start for their customers.
- Our experts monitor customer responses and feedback on multiple platforms.
- We analyze them and make clear reports based on our findings.
- By choosing OIDE, the trusted customer support outsourcing company in India, businesses can identify customer needs and make improvements in their products accordingly.
Why Choose Our Digital CX Service?
HIPAA and SOC 2 Type 2
Our processes are designed to support key practices of HIPAA and SOC 2 Type 2 to ensure the security and integrity of your customer data.
100+ Projects Delivered
We have supported 50+ clients in digital CX services.
Case Studies on Digital CX Services
Case study 1
An e-commerce company in the USA struggled to manage around 3000 customer queries every month. As they received doubts and queries related to the products from diverse platforms, it became difficult for their in-house team to handle them on time. We supported the company by delivering support to manage their queries over emails, chats, and social media platforms. Our CX executives maintained professional communication while interacting with customers, and as a result, customers not only felt their queries were addressed but also felt they were regarded as valued customers. With our customer service delivered with 99% accuracy, the client could ensure high customer satisfaction and reduce internal burdens.
Case Study 2
A UK-based travel company was required to handle 4000+ queries on bookings, cancellations, and account-related issues every month. They approached OIDE when they needed professional support to manage the queries. Understanding the requirement, we assigned a team of 6 CX executives to handle the project. Our executives categorized inquiries and provided the right assistance in booking, cancellation, and onboarding-related inquiries as per the guidelines. By picking the digital customer support services from OIDE, the company could gain 99% response accuracy and enhanced visibility into customer inquiries.
Digital Customer Support Services Frequently Asked Questions
01
Digital CX services help businesses to handle customer interactions across diverse communication channels. Whether it be from email, social media, messaging platforms, or any other medium, OIDE supports businesses in managing their client interactions.
02
Digital CX focuses on managing customer interactions over email, social media, or any other medium, whereas help desk support deals with the handling of specific customer or technical issues through ticket support.
03
We deliver customer support services over various channels based on customer requirements. Some of the channels through which we generally deliver our CX support service are: email, social media, web forms, and live chat.
04
Our customer support executives will respond to negative reviews or complaints, as per the clear guidelines set by the clients. In addition, they are very strict in maintaining a respectful tone throughout the interactions.
05
We measure the quality of CX support service by analyzing the following factors
- Response time
- Customer feedback
- Complaint resolution
- Accuracy in ticket management