Four Channels, One Team
Email Support
Email remains one of the most important support channels. Our agents handle the full spectrum of customer email communication — from general inquiries and order management to returns, complaints, and pre-sales questions. Response times average under 2 hours for standard inquiries.
Email support works particularly well for complex issues that require detailed explanations, documentation, or follow-up. Our agents manage high volumes efficiently while maintaining quality and consistent tone across every response.
Live Chat Support
Live chat drives higher satisfaction scores, faster resolution times, and increased conversion rates — particularly for e-commerce and SaaS businesses. Our agents respond in real time, handling 3-5 concurrent conversations while maintaining accuracy.
Beyond reactive support, our agents can engage in proactive chat — reaching out to website visitors based on triggers you define, including pricing page visitors, cart abandonment interventions, and return visitor re-engagement. Proactive chat transforms your support team into a revenue-generating asset.
Phone Support
For many customers, a phone call is still the preferred way to resolve complex issues or get immediate help. Our voice agents receive specialized training in clear, neutral English with accent coaching, active listening techniques, and de-escalation skills for handling frustrated callers.
Our Nairobi facility is equipped with enterprise-grade VoIP telephony, noise-isolated workstations, and redundant internet connections. We integrate with your existing phone system or cloud telephony provider, supporting local phone numbers in your target markets.
Social media is a front-line customer service touchpoint where response speed and tone are publicly visible. Our agents monitor and respond to customer interactions across Facebook, Instagram, Twitter/X, LinkedIn, WhatsApp Business, and TikTok — handling direct messages, public comments, reviews, and mentions.
We manage public-to-private transitions for sensitive conversations, respond to reviews on Facebook and Google, moderate community comments, and escalate complex issues to your internal teams when needed. Our agents work within your existing social media management tools, including Hootsuite, Sprout Social, or native platform interfaces.
Why Outsource Customer Support
Volume management. Customer inquiry volumes fluctuate across all channels. Rather than staffing for peak periods and paying for idle time, outsourcing gives you a team that scales with demand.
Consistent quality. Every interaction — whether email, chat, phone, or social media — follows your brand guidelines, tone of voice, and quality standards. A single QA process covers all channels, ensuring consistency that is difficult to achieve with separate in-house teams.
Multi-channel efficiency. Experienced agents handle multiple channels simultaneously, making outsourced support one of the most cost-efficient operating models per interaction. Chat agents manage 3-5 concurrent conversations, while blended agents switch between channels based on real-time demand.
Faster response times. Dedicated agents focused solely on customer support reduce average response times significantly across all channels. No more support duties competing with other responsibilities.
Cost efficiency. An in-house customer support agent in Europe costs approximately EUR 5,820 per month when all overhead is included. With Bogner & Partners, the fully loaded cost is EUR 1,350 per month — a saving of over 75%.
Real-time timezone alignment. With only a 1-hour timezone difference between Kenya and Central Europe, your team is available during your peak business hours without overnight shifts.
Our customer support agents work within your existing tools and platforms:
- Helpdesk and ticketing — Zendesk, Freshdesk, Help Scout, Intercom, Jira Service Management
- CRM — Salesforce, HubSpot
- Live chat — Intercom, LiveChat, Drift, Crisp, Tidio, Zendesk Chat
- Social media management — Hootsuite, Sprout Social, Buffer, native platform interfaces
- Communication — Slack, Microsoft Teams, Zoom
- Email — Gmail, Outlook
- Phone — Aircall, RingCentral, 8x8, cloud and traditional VoIP systems
If you use a different platform, we train our agents on it during the onboarding phase.
We measure and report on KPIs across every channel:
Email — First response time (target: under 2 hours), resolution time, email quality scores, customer satisfaction
Live Chat — First response time (target: under 30 seconds), average handling time, concurrent chat volume, chat satisfaction (CSAT), resolution rate
Phone — Average speed of answer (ASA), first call resolution (FCR), average handling time (AHT), customer satisfaction (CSAT), abandonment rate
Social Media — Response time, resolution rate, sentiment tracking, public interaction quality
Cross-Channel — Overall CSAT, resolution rate, escalation rate, agent utilization, quality assurance scores
Your account manager reviews these metrics with you weekly and implements improvements where needed.
Quality Assurance
Every customer interaction is subject to quality oversight, regardless of channel:
- Template management — Standardized response templates for common scenarios, customized to your brand and adapted per channel
- QA scoring — Regular audits of interactions rated against accuracy, tone, grammar, and completeness
- Brand voice alignment — Response guidelines and style guides integrated into training, with platform-specific adaptations
- Performance tracking — KPIs tracked per channel and per agent, with weekly reporting
- Continuous coaching — Agents receive ongoing feedback and training based on QA findings
