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Customer support
Diagnose the actual situation of a support desk and visualize the gap in customer service.
We improve the support quality with optimal improvement actions.
Do you need help with any of these challenges?
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Want to improve the quality of the in-house support desk operations
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Want to reduce costs while maintaining the quality of telephone answering
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Want to accelerate the expansion of sales and acquisition of new customers
Altius Link provides support desk operations that evolve continuously by combining humans and technologies.
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Continuous quality improvement
We can improve the quality continuously by monitoring, analyzing, and improving the whole center and individuals.
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Reduction of operating costs
Optimizing personnel according to the number of calls and realizing the improvement of the operational efficiency done by solutions leads to the reduction of the operating costs of centers.
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Improvement of customer satisfaction and expansion of sales
We improve customer satisfaction by solving customers’ challenges through high-quality support and contribute to the expansion of sales and the acquisition of new customers.
Services we can provide
Customer support desk
We handle various inquiries about services and products from customers.
Reservation/order taking
We take orders for services and products sold through mail order, on shopping programs, etc.
Out-of-hours/around-the-clock acceptance
We provide out-of-hours services to handle inquiries made to client companies. We can also handle inquiries 24/7.
Centralization of support desk
We centralize facilities and multiple customer service desks to realize the improvement of the operational efficiency and leveling of the telephone answering quality.
Service to handle responses to events/campaigns
We handle inquiries and applications from customers when events or promotional campaigns are held.
Prevention of cancellations (retention)
We ask customers why they want to cancel and inform them of other plans to understand customer needs and prevent cancellations.
Case studies of this service
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Hotel business
Centralization of concierge services to handle guest inquiries
- Distribution/retail/services
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A major US e-commerce firm
Realizing high customer satisfaction, unchanged from the previous year, even while building a structure for work from home and meeting peak period demand
- Distribution/retail/services
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Roadside service company
Three-party interpretation services available 24 hours/day, 365 days/year
- Distribution/retail/services
Download more on this service
Altius Link groups renowned global contact center
Learn how multi-lingual support helps our clients ease the pain of expanding business in the new country with our experience CX champion at your service.
Establish a system that evolves continuously and pursue operational excellence
Altius Link pursues operational excellence by establishing a system that improves and evolves operations continuously and securing and developing personnel.
Case studies of the introduction of customer support
| Sector/industry | Outline of operations |
|---|---|
| Government agency | Operation of support desks to handle inquiries from citizens, implementation and analysis of telephone questionnaire surveys, and the revision of consultation manuals |
| Municipality | Handling of inquiries from people who wish to apply for the Special Living Assistance Benefit for Households with Children about the eligibility and application method |
| Railway | Handling of inquiries about the app and lost items (telephone/e-mail/chat) |
| Telecommunications | Handling of inquiries made to the fee center via telephone and chat at multiple facilities, operations the dedicated support desk for long-term contractors (24/7), and operation of the agency support desks |
| Electricity/gas retailing | Operation of support desks for individual and corporate customers, handling of incoming calls during busy seasons, and handling of inquiries about the webification of utility bills |
| Major e-commerce website | Handling of inquiries about products and delivery (telephone/e-mail/chat) |
| Hotel | Handling/transferring of inquiry calls from guests/telephone exchange service (answering and of incoming calls from guestrooms, facility information, morning calls, etc.) |
| Real estate | Handling of inquiry calls from people who wish to reside in rental housing (handling of increased incoming calls during the four busy seasons) |
| Bank | Handling of inquiries made to the branches at their main phone numbers, concierge service (proposal and acceptance of applications for banking services, such as consultation on asset management and ancillary services, such as health consultation and the ones related to ceremonial occasions) |
| Credit card company |
Handling of inquiries from members and member stores, support for the introduction of a chatbot, and handling of inquiries about fraudulent use, lost cards, and theft |
| Insurance company | Handling of inquiries from policyholders, handling of consultations by and inquiries from prospective policyholders, handling of inquiries about the online system, and the sending of the necessary documents |
| Electrical equipment manufacturer | Handling of inquiries from customers, measures to deal with relocations, such as e-mail sorting and forwarding, training on telephone answering quality, and dedicated service for shareholders to handle their inquiries |
| Food/beverage manufacturer | Handling of inquiries on e-commerce and subscription and order taking, handling of inquiries about the app, calls to subscribers to provide after-sales support, handling of clerical work, such as shipping arrangements and data entry, ordering management for corporate customers, and handling of failure reports and arrangement of repairs at night (365 days a year) |
| Pharmaceutical manufacturer | Handling of inquiries made on the in-house e-commerce website and telephone orders |
| Automaker | Handling of inquiries made before and after car purchases and about the app and handling of inquiries for car dealers |
Please feel free to contact us by telephone or using a form to request documents or explanations on our services.