Customer experience
solutions

With a long history partnering with luxury and innovative brands, VIPdesk remains committed to delivering elevated customer service by leveraging all channels which gives us the ability to offer a customized omnichannel approach to assist all brands with their customer service needs including back-office support and consultation services.

Our tailor-made solutions provide maximum flexibility and support. Outsourcing across all service channels- Phone, Email, Chat, Video Chat, SMS and Social; operating 24/7 365 days year.

Our omnichannel channel solutions incorporate 24/7 and 365 day US-based operations with global staffing partnerships near-shore and offshore in Puerto Rico (Telecontacto) and in Stuttgart, Germany (PVS) to give clients access to a variety of markets. This US-based languages include English, Spanish and French Canadian. These custom teams can support your customers in any time zone and in any language. Our Philippines partner, FPS, Inc. works with VIPdesk to create a digital (email and chat) response system for customer service activities in any language.

Every customer service program requires a symphony of orchestrated technologies to support all aspects of the service delivery operation from recruiting to the live handling of customer interactions. The suite of technologies required includes proprietary Recruiting & Screening tools, an Omnichannel Communication Platform, a CRM, Reporting & Analytics, WFM, and many more.

By outsourcing a technology platform that supports CX orchestration as part of an end-to-end solution will help your business run smoothly and ensure you have access to all the latest CX capabilities as they are released.

Since 2001, VIPdesk has leveraged a virtual workforce and operated a remote contact center. We have extensive knowledge of all aspects related to hiring, training, and maintain quality remote team members. VIPdesk understands every model from hub and spoke to hybrid and we operate with employees in over 40 US states. We have extensive experience with cloud technologies, remote recruiting, work from home office security, and how to successfully build an amazing culture with a virtual team.

In today’s highly competitive landscape, Customer Experience is a key differentiator. Customer service and support touch an organization at every level – internally and externally — and has a significant impact on customer retention, satisfaction, loyalty and overall bottom line.

At VIPdesk we analyze customer satisfaction scores such as CSAT and NPS to determine a baseline for where our clients are and what changes need to be made to improve these scores.

VIPdesk’s staffing model only includes employees and not independent contractors. We believe that in order to deliver elevated service, you need amazing, dedicated people. In return for offering benefits and flexible work from home schedules, we achieve an incredibly high retention rate. All remote customer service team members receive specialized training and coaching at VIPdesk Connect that is vital to their success.