01 · Virtual Customer Care
Omnichannel Support
Phone, email, chat, WhatsApp and social handled by one team with one history.
Virtual Customer Care
Omnichannel Support
Phone, email, chat, WhatsApp and social handled by one team with one history.
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- 1Connect channels
- 2Unify history
- 3Set standards
- 4Staff coverage
- 5Measure by channel
What We Do for You
- Connect each channel your customers actually use.
- Merge conversations into one customer history.
- Set tone and response standards per channel.
- Cover the hours you need, including weekends by arrangement.
- Report which channels carry which problems.
How this is bought: Bought as a monthly managed service on a rolling term, with a written service schedule. Build an estimate for your case.
Our Approaches Explained
Unified inbox
Every channel in one queue, so nothing waits in a forgotten app.
Conversation threading
A customer who moves from chat to phone does not repeat themselves.
Channel-appropriate tone
Short and immediate on chat, complete and formal on email.
Business messaging channels
WhatsApp Business and social messaging connected through approved interfaces.
Routing by language and skill
The right agent for the customer and the question.
Coverage planning
Staffing matched to when contacts actually arrive.
The Standards We Work To
WhatsApp Business PlatformLive chat and social messaging APIsUnified CRM conversation records
We follow the structure and controls these standards describe. We do not claim to be certified against them - where you need a formal certificate, we prepare the evidence and an accredited body performs the audit.
What You Get
- Connected channel set
- Unified conversation history
- Tone and response standards
- Coverage roster
- Channel performance report
Channels in one queue100%
Conversations with full history93%
Contacts answered in hours agreed90%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.