How we work
How we work together
A careful start, a dedicated team and a way of working that combines knowledge, AI assistance and human service. So you know exactly what to expect from us.
Working together
From first call to a team that knows your brand
No complicated projects. Just a careful start, so your customers are helped properly from day one.
- Step 1
Introduction
We discuss your channels, volumes, customers and goals. You immediately get an honest picture of what we can do for you.
- Step 2
Tailored proposal
You receive a clear proposal with the channels, availability and way of working that suit your business.
- Step 3
Knowledge transfer
We capture your products, policies and tone of voice in the knowledge base and prepare the team carefully.
- Step 4
Go live and keep improving
We start, report and review regularly. Every new question makes the knowledge base and the team stronger.
How it works
Knowledge, AI assistance and a human touch
First we capture how your business works. Our AI tools help the team find that knowledge instantly. And the conversation with your customer is always handled by a person.
Knowledge
We build and maintain a structured knowledge base with your products, policies and procedures.
AI assistance
An internal AI assistant finds the right information and suggests a consistent answer to the agent.
Human touch
A trained agent checks it, makes it personal and stays responsible for the conversation.
Always in the loop
See exactly what happens with your customers
For us, outsourcing does not mean letting go. Your own client portal and AI insights after every phone call keep you informed about how your customer service performs.
Client portal
Live insight into your customer service
In the client portal you see the conversations we handle for you by phone, email and your other connected channels. For every conversation you see the status and the exact response or answer time, and whether it meets the agreed service level.
- Conversations per channel, updated automatically
- Response and answer times per conversation
- Insight into your agreed service levels (SLA)
- Signals and feedback from your own customers
- Weekly email report, if you want it
- Personal accounts with two-factor authentication
Messages via Bol.com and Amazon are visible in the platform itself and are not included in the portal.
AI insights for phone calls
A summary in your inbox after every call
We handle the conversation, AI summarises it. For every call you receive a summary, your customer’s sentiment and the topics discussed, so you know what customers call about without listening back and spot trends sooner.
- Your customer callsYour own number, answered in your name.
- We helpA real agent talks to your customer.
- Call completedThe call is processed automatically afterwards.
- You get insightYou receive an email with the AI insights of the call.
What we need from you
A good start begins with good information
You do not need perfect process descriptions. We gather the knowledge together with you and capture it in the knowledge base. It does help if you have the following to hand:
- Information about your products and range
- Your delivery, returns and warranty terms
- Examples of frequently asked customer questions
- Access to the channels and systems we will use
- A contact person for alignment and escalations
Quality
How we safeguard quality
A living knowledge base
We process new questions and changes in the knowledge base, so the team always works with current information.
Reporting
You get insight into volumes, question types and recurring bottlenecks.
Regular reviews
We regularly discuss what is going well and what could be better, and adjust our way of working accordingly.
Frequently asked questions
How long does onboarding take?
That depends on your channels and the complexity of your processes. An email inbox is set up faster than a full phone team. During the introduction we give you a realistic planning.
Do we need to supply a knowledge base ourselves?
No. We build the knowledge base together with you, based on your existing information and conversations with your team.
Who is our contact person?
You get one dedicated contact person at Mijnsupportdesk for alignment, reviews and new agreements.
Ready for customer service that strengthens your brand?
Tell us how your customer contact works today. In a no-obligation introduction we will look at the channels, availability and way of working that suit you.
Prefer email? welkom@mijnsupportdesk.nl · Call us: +31 85 060 2546