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Services > Support services > Support as a service

Support as a service

We provide tailored support solutions to meet the unique needs of your ecommerce business. We understand the importance of reliable and responsive support in ensuring the smooth operation of your online store. With our Support as a service offering, you can access expert assistance and guidance whenever you need it, without the overhead of maintaining an in-house support team.

Whether you require technical support, troubleshooting assistance, or ongoing maintenance, our dedicated team is committed to delivering exceptional service and helping you overcome any challenges you may encounter.

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Customer service should be a great experience

While you focus on your company and driving growth, our support as a service takes care of your customers. With 24/7 availability and agreed SLAs, our expert support team assists your customers, works actively to develop your knowledge database, analyzes data, escalates incidents, and reports to you.

The data you receive from us will help you make well-informed decisions about product development, business development, and sales efforts. We focus on meeting the needs of your customers paired with smart systems, efficient processes, and constant improvement.

Outsource your customer support to the experts

Our Support as a Service takes care of support for your customers. We are available 24/7 and have proven methods and processes for high-quality services.

Our work

  • ethias mascot on an orange background

    Ethias

    Vaimo began supporting Ethias with their Adobe Analytics implementation in 2015 and has driven their growth and analytics development.

    View project
  • Beige bed with white bedsheets

    Swiss Sense

    Customer spotlight: Swiss Sense shares their experience transitioning to a headless CMS and partnering with Vaimo. Read more about their journey here.

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  • Calex

    How did Calex go from scattered product information to a centralized data hub? Our case study takes you behind the scenes of our PIM project.

    View project

How does support as a service work at Vaimo?

  • Support triage team: We categorize and prioritize customer support tickets and route them to internal or external support teams that are best prepared to help.
  • 1st level support team: We categorize and prioritize customer support tickets, solve tickets, and escalate them to your 2nd line support.
  • 1st and 2nd line support: We categorize and prioritize customer support tickets, troubleshoot, document, and escalate to your 3d line.
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How we support your customers

We take care of your support needs and are available 24/7 for your customers.

We develop simple and efficient workflows for how we interact in support deliveries and how we handle improvement inquiries and sales opportunities.

We maintain and update the knowledge database as part of the support process. We can also carry out self-help solutions for your customers with help from support portals or AI (artificial intelligence).

We provide technical support for your products, software, and cloud services.

We work with the Zendesk platform to manage your cases in the specific channels you want to offer to your customers.

We meet with you regularly to report statistics and discuss areas of improvement and changes that may affect delivery.

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What’s the difference between Vaimo’s Support as a Service and Vaimo’s customer service solutions?

Our support as a service is us helping your customers directly. We act as customer support instead of you.

Our customer service solutions equip you with the support, training, and tools so you can offer your customers the best care and support.

Go to customer service solutions »

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Are you ready to provide the best care for your customers?

Customer support is just one part of your business, but it’s a big one. Ensuring your customers receive adequate care builds loyalty, trust, and growth. Regardless of the size of your company, there are many valid reasons why you may not want to take on the responsibility of customer support.

Here’s why you may want to outsource your customer support:

  • Your team does not have the necessary skills to provide customer support
  • You don’t have the resources to develop and operate 24/7 customer support
  • You don’t have the necessary tools and technology to support customer support

Support as a service is an excellent choice for companies that want the best care for their customers delivered by skilled professionals.

Our support centers are based in Europe and Asia.

Talk to our customer care team today »

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Our Partners

Zendesk is a customer service and engagement platform that helps businesses provide better customer service and support. It is a cloud-based software that enables companies to provide customer service through multiple channels, including email, phone, chat, and social media.

Learn more

The field of ecommerce is constantly evolving. At Vaimo, we stay at the forefront of technical developments and continuously bring on new tools and skills as needed.

Contact us

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