Email & Live Chat Support

Transform how your business connects with customers by utilising our Email Support and Live Chat Support solutions.

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Main Features

24x7 Email & Live Chat Support

Integration With Your In-House Systems

We can integrate with your in-house CRM system to handle email and live chat transactions. Our team has experience with the most popular CRMs including Salesforce, Microsoft Dynamics and Zendesk.

Support Your Customers On Their Preferred Channel

Providing both Email Support and Live Chat Support enables your customers to reach you on their preferred channel, while enabling real-time interactions and increasing customer satisfaction.

Reduce The Reliance On Traditional Channels

By implementing our Email Support and Live Chat Support solutions you can reduce your customers’ reliance on traditional customer support channels such as telephone.

Happy Clients

Industries Served

We support a variety of industries across our Email Support and Live Chat Support solutions.

Healthcare &
Pharmaceutical
Retail &
eCommerce
Transport
Automotive
Utilities
Small &
Medium Businesses
Government
Bodies
International
Marketplace

Healthcare &
Pharmaceutical

We provide convenient and efficient communication by utilising our Email and Live Chat Support solutions. This is an effective way to resolve queries with an emphasis on data protection.

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Retail & eCommerce

We support the Retail and eCommerce industry by providing end-to-end customer journey management across our Email Support and Live Chat Support solutions.

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Transport & Automotive

We support a range of Transport clients in delivering both Email and Live Chat support to manage a variety of queries including answering FAQs, scheduling services, and arranging replacement vehicles.

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Utilities

Our Email and Live Chat Support solutions for the Utility sector allow cases and escalations to be seamlessly resolved in minimal time.

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Small &
Medium Businesses

We support SMEs in designing and managing Email and Live Chat support solutions to best suit their customers' needs.

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Government Bodies

We have extensive experience in supporting Government Bodies with Email and Live Chat solutions to frontline a number of crucial public services.

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International
Marketplace

We support our international clients’ European Customer base across Email Support and Live Chat Support solutions on a 24x7 basis.

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Benefits

Streamline Your Customer Support With Our Services

Our Email and Live Chat Support allows us to develop multichannel solutions on behalf of our clients. We place an emphasis on First Contact Resolution to further drive customer loyalty and satisfaction.

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Development of Multichannel Solution & Flexible Approach

Our expertise in the Customer Support industry enables us to enhance Customer Experience (CX) on behalf of our clients. Our experienced management team can map and amplify your customer’s journey and develop a multichannel solution for a unified brand experience.

24x7 Support Solutions

Our 24x7 operating hours enable you to support your customers around the clock. This ensures that customer requests and issues are dealt with promptly, leading to increased satisfaction levels.

Flexible Approach

We can scale up and down in resources based on your business needs and seasonal peaks. This allows you to cut costs during quieter periods when there are lower volumes of transactions.

Strategic Account Management

We uphold your brand values and ethos in all customer interactions while keeping open and transparent communication with your in-house teams through daily updates and reporting.

Services

We focus on providing a seamless onboarding experience for every Email and Live Chat client.

Services

We focus on providing a seamless onboarding experience for every Email and Live Chat client.

Services

We focus on providing a seamless onboarding experience for every Email and Live Chat client.

Services

We focus on providing a seamless onboarding experience for every Email and Live Chat client.

1

Connect With Us

Depending on your preference, you will first meet with our Management Team either in person or via a virtual meeting so that they may better understand your requirements. Our team will suggest how to enhance your existing operations to increase customer satisfaction and loyalty.

2

Customer Journey Mapping

Our Operations and IT team will work with you to set up or transition to your preferred contact channels (CRM, telephone, email). Each of our agents directly assigned to your account receives training on your procedures in order to act as an extension of your team.

3

Testing and Perfecting

Before we launch, we ensure that our processes exceed your expectations by engaging in rigorous testing of the complete operational journey. We set risk management procedures in place, which are continuously monitored such that changes may be made to maximize efficiency.

4

Service Launch

Once the project has gone live, communications will be maintained per your required frequency and quality monitoring will be carried out, including detailed reporting on transaction volumes and service levels. Should you choose to come on site during the initial launch we may also make improvements and adjustments in real-time.

Case study

Insightful Email & Live Chat Support Solutions

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We supported this client in developing an email customer support solution to enhance customer satisfaction.

Frequently Asked Questions

How does Arema Connect handle peaks in volumes?

Arema Connect has the experience and the know-how to support peak volumes on behalf of our clients. We have the flexibility to assign additional agents quickly to support increasing volumes. Whether it's the busy Q4 shopping frenzy or the back-to-school period, we are on hand to help.

How quickly do agents reply to emails and live chats?

During the onboarding process, we will determine a Service Level Agreement (SLA), and all agents strive to meet if not exceed the targeted SLAs.

How do we ensure that responses are aligned with our brand values and messaging?

We work closely with our clients to ensure that our agents are furnished with the proper knowledge and information to respond on your behalf, acting as a seamless extension of your brand.

Who will support my customers in Arema Connect?

We currently employ over 100 Customer Support Agents. Our primary focus is on our staff and ensuring they have the tools and management support to deliver for our clients. We currently have one of the highest staff retention rates in the industry. All of our team members undergo comprehensive training across a range of modules including Soft Skills, GDPR Compliance and Lean Sigma. To enhance service delivery on behalf of our clients, we assign agents with the relevant skills and experience to each of our client accounts.

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"We have been using Arema Connect since we started our business in 2023. They have been so easy to deal with and very professional in their approach. Our customers really appreciate the help and assistance that they get from our partners at Arema Connect and we get peace of mind that we have a strong support network to provide superior service to our customers."
Jonathan Treacy
Commercial Development Manager, Drive You
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