skip to Main Content

CUSTOMER CARE

Provide your customers with branded customer care that is tailored to mirror your brand’s values and style. Throughout our international, multilingual customer support locations, our phone, chat and email agents are immersed in your brand to provide a seamless extension of your culture. In every customer care centre, we have updated display cases of clients’ products, allowing agents to experience the products for themselves and educate shoppers. Product training can be supervised by the clients themselves or by highly qualified PFS professionals.

MULTILINGUAL CAPABILITIES

In addition to our US based customer service solution in Dallas, Texas, international customer service is core to our offering. Support locations are based in Canada, United Kingdom and Belgium, with capabilities spanning 9 languages.

Multilingual Capabilities - Flags | PFS Customer Care Call Center

CUSTOMER SERVICE TOOL

PFS’s proprietary customer care technology, iCommerce Agent, is a SaaS offering that is fully integrated with the PFS OMS. The tool is available through PFS contact centres or as a licensed tool that can be deployed within any client’s own contact centre. Agents are able to place, modify and cancel orders within the tools interface while simultaneously accessing customer accounts and receiving step-by-step instructions, greatly reducing training time. iCommerce Agent also features a built-in escalation process and returns authorisation capabilities.

FEATURES

Features of iCommerce Agent include:

  • Built-in escalation process
  • Returns authorisation capabilities
  • Step-by-step troubleshooting tool
  • Client login for full visibility
  • Highly branded scripts
  • Customer history, including notes and contact history
  • Callback tracking and monitoring
  • Quiz mode to train agents on products and policies
  • Deployment and licensed models
bold360-chatbot
bold360-chatbot

CHATBOT CUSTOMER CARE

Powered by Bold360 AI software, PFS’s chatbot technology offers 24/7 support for simple enquiries, reducing traffic to your more expensive contact forms such as phone, email and live chat. The chatbot clusters contact data for voice of the customer analysis that highlights customer support needs, provides insight to causes for unexpected spikes, and suggests new self-service opportunities.

QUALITY CONTROL

To go the extra mile for our clients’ customers, we provide detailed quality control for every solution. This includes strict grading criteria and performance monitoring as well as evaluations, calibration sessions, coaching, training, attentive trend evaluation and collaborative action and incentive plans. We train each agent to be upbeat, courteous and professional when building rapport with customers to provide the best possible shopping experience.

EXPLORE OUR OTHER SOLUTIONS

Learn more about our carefully crafted offerings and extensive experience in the industry.