# Omnichannel Customer Support Services | Mercatus Outsourcing > Source: https://mercatusoutsourcing.com/multichannel-customer-solutions/ > Outsource omnichannel customer support with multilingual teams and 24/7 coverage designed to improve CX and operational efficiency. ## Navigation - [Home](https://mercatusoutsourcing.com/) - [DevOps services](https://mercatusoutsourcing.com/devops-services/) - [Dedicated development teams](https://mercatusoutsourcing.com/dedicated-development-teams/) - [Build – Operate – Transfer (BOT) Model](https://mercatusoutsourcing.com/build-operate-transfer-bot/) - [IT staff augmentation](https://mercatusoutsourcing.com/it-staff-augmentation/) - [B2B Lead Generation](https://mercatusoutsourcing.com/b2b-lead-generation/) - [Digital awareness](https://mercatusoutsourcing.com/digital-awareness/) - [LinkedIn campaign management & automation](https://mercatusoutsourcing.com/linkedin-campaign-management-automation/) - [Marketing research & surveys](https://mercatusoutsourcing.com/marketing-research-surveys/) - [CX advice & strategy](https://mercatusoutsourcing.com/cx-advice-strategy/) - [Technical support](https://mercatusoutsourcing.com/technical-support/) - [Omnichannel customer solutions](https://mercatusoutsourcing.com/multichannel-customer-solutions/) - [Back office support & service](https://mercatusoutsourcing.com/back-office-support-service/) - [E-commerce customer services](https://mercatusoutsourcing.com/e-commerce-customer-services/) - [Recruitment Process Outsourcing](https://mercatusoutsourcing.com/recruitment-process-outsourcing/) - [AI Voice Agents](https://mercatusoutsourcing.com/ai-voice-agents/) - [AI Customer Service](https://mercatusoutsourcing.com/ai-customer-service/) - [AI Lead Generation](https://mercatusoutsourcing.com/ai-lead-generation/) - [E-commerce](https://mercatusoutsourcing.com/ecommerce-solutions/) - [High-Tech & SaaS](https://mercatusoutsourcing.com/high-tech-saas/) ## Page Content # Omnichannel customer support services We provide omnichannel customer support outsourcing that help businesses scale efficiently while maintaining exceptional customer experience. [Get a quote](https://mercatusoutsourcing.com/multichannel-customer-solutions/#form) [Image] #### MERCATUS ## Benefits ofcustomer service outsourcing % ### Cost Reduction ### Coverage #### MERCATUS ## Benefits ofcustomer service outsourcing % ### Cost Reduction ### Coverage [Image] ### Boost your brand in every conversation Your customers receive reliable and consistent service across the channels they prefer, whether it’s phone, email, live chat, social media, or messaging platforms. [Image] ### Grow Effortlessly We manage hiring, training additional agents, and reacting to call flow changes with simplicity. [Image] ### Obtain Enterprise-Grade Technology Advanced CRM systems, sales software, quality auditing tools, and analytics platforms are all offered by our customer service outsourcing solutions. [Image] ### Deliver Seamless, Empathetic Experiences Every customer connection feels like a logical extension of the conversation when several touchpoints are handled well. [Image] ### Ensure 24/7/365 Availability Ensures your customers receive service around the clock without interruption. #### Services ## Our omnichannel customer supportservices [Image] ### Omnichannel customer support in 25+ languages [Image] ### 24/7 multilingual customer support [Image] ### Live chat support outsourcing Real-time help for immediate customer needs [Image] ### Help desk outsourcing Technical troubleshooting and issue resolution [Image] ### Call center outsourcing Professional phone support with trained agents [Image] ### Multilingual player support Specialized care for gaming and entertainment customers [Image] ### Customer success management Proactive relationship building and retention [Image] ### Social media monitoring and analysis Track brand mentions and customer sentiment  ### Have a question? [Get a quote](https://mercatusoutsourcing.com/multichannel-customer-solutions/#form) #### MERCATUS ## Multilanguage support services ### WESTERN EUROPEAN LANGUAGES ✔️ Dutch  ✔️English  ✔️French ✔️German  ✔️Italian  ✔️Portuguese  ✔️Spanish ### CENTRAL & EASTERN EUROPEAN LANGUAGES ✔️Dutch  ✔️Bosnian  ✔️Bulgarian  ✔️Croatian  ✔️Czech  ✔️Greek  ✔️Hungarian  ✔️Macedonian  ✔️Polish  ✔️Romanian  ✔️Russian  ✔️Serbian  ✔️Slovak  ✔️Slovenian  ✔️Turkish  ✔️Ukrainian [Image] ### NORDIC LANGUAGES ✔️Danish ✔️Estonian  ✔️Finnish  ✔️Flemish  ✔️Latvian  ✔️Norwegian  ✔️Swedish ### OTHER LANGUAGES ✔️Arabic  ✔️Chinese  ✔️Japanese  ✔️Hebrew  ✔️Korean #### MERCATUS ## Communication channels we support ### Chat ### Email ### Social media ### FAQ ### Web form ### Live chat ### Phone ### AI Chatbot #### Our process ## How Our Omnichannel Customer Support Works Step 1 #### Discovery We conduct a strategy session to understand your business, customer journey, current performance metrics, and service goals. This includes reviewing support volumes, SLAs, tooling, customer satisfaction baseline, and identifying operational gaps. We define key channels, response expectations, coverage hours, language requirements, and success KPIs. Step 2 #### Service Design & Technology Integration Based on the audit, we design your support structure, escalation workflows, SOPs, and knowledge base architecture. We configure an omnichannel platform integrating CRM, ticketing, IVR, live chat, phone, email, social media, and messaging into one unified workspace while ensuring compliance and data security standards. Step 3 #### Recruitment & Training We recruit agents based on language, skillset, and industry experience. Training includes product knowledge, tone of voice, escalation handling, compliance, and quality standards.  Step 4 #### Pilot Launch We test workflows and monitor performance daily. We refine processes, improve knowledge base accuracy, reduce wait times, optimize first-response metrics, and calibrate quality assurance scoring. Step 5 #### Full Launch We expand to advanced channels including voice support, social messaging, AI chatbots, and seasonal/off-hours coverage. We continuously optimize routing logic, staffing models, and automation strategies Step 6 #### Continuous Improvement We conduct weekly operational reviews analyzing CSAT, response times, and ticket volumes. As well as monthly business reviews, which focus on retention, NPS, cost efficiency, and strategic improvements.  [Image] [Image] [Image] #### Why Choose ## Why choose Mercatus as your Omnichannel customer support partner?  ### Multichannel Coverage Seamless coverage across phone, email, live chat, social media, messaging applications.  ### Multilingual proficiency Outstanding customer service outsourcing in more than 25 languages.  ### Easy scalability We take care of hiring, training, and call flow adjustments.  ### Enterprise-grade technology Access powerful CRM systems, quality auditing tools, and analytics platforms without capital investment or training costs.  ### Specialized services Help desk solutions that are customized to meet your demands, social media customer service outsourcing, player support, and customer success management.  ### Brand-building focus Reliable, accurate customer interaction management with strong tracking and feedback features that boost retention and loyalty  ### Years of proven expertise Experienced agents that understand omnichannel customer service best practices #### What We Use ## Tools [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] #### Ultimate Security Guarantee ## We value your security [Image: Digital millennium copyright act ] #### Digital millennium copyright act A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage. [Image: GDPR] #### GDPR Full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU. [Image: ISO] #### ISO/IEC 27001:2022 Certified Process certification that ensures clients’ data protection and management in accordance with global standards. #### FAQ ## Common Questions ##### What channels and platforms do you support for customer solutions? We are a true omnichannel partner, which means we will meet your customers wherever they are. We support the following: ● Real-Time Engagement: Live Chat, Phone (VoIP), and AI-powered Chatbots for 24/7 instant response. ● Digital Messaging: Email, Web Forms, and SMS. ● Social Media: Direct support and engagement across LinkedIn, Facebook, Instagram, Whatsapp. ● Self-Service: We design and manage comprehensive FAQ hubs and knowledge bases to deflect simple inquiries and reduce your operational costs. ##### How do you ensure a consistent brand voice for 25+ languages? We don’t just translate words, we translate your brand voice and values into each local market. Whether it’s German, Japanese, or Spanish, our multilingual customer service agents are trained on your unique brand voice to ensure the experience is seamless and empathetic. ##### Do you integrate with our current tools such as Intercom, Slack, or Zendesk? Of course. We specialize in enterprise-grade technology and are experts in the tools your team is already using. We seamlessly integrate into your current infrastructure, including Intercom, Slack, and CRM systems. ##### How do you deal with sudden increases in ticket volume, for example, during a product launch? Our management team keeps a close eye on call volumes and ticket volumes in real-time. Since we are responsible for the hiring and training of additional specialists, we can scale with ease to meet your needs, ensuring that your 24/7 availability is available, even during the most challenging periods of your business cycles. ##### Do you offer specialized support for specific industries such as Gaming or Fintech? Yes, we offer multilingual player support for the gaming industry and customer success management with high-security protocols for professional services. We also ensure that our agents’ backgrounds are suitable for your industry. ##### What sort of reporting can I expect regarding customer sentiment? You will have complete transparency with our social media monitoring and analysis. We monitor not only response times but also brand mentions and customer sentiment. You will have access to reporting and analytics tools that will give you a clear indication of how your customers feel, and you can make informed decisions. #### review ## Omnichannel customer support helps the success of #### Get a Quote  ## Submit theform With team Mercatus you are in good hands! The first months after you change over a large team like an entire call center, you will be involved in reallocating roles. Company name *Your Name *Your Email *Your Phone NumberI am interested in:ITO servicesIT Recruitment & Relocation, IT Staffing via Build Operate Transfer (BOT), IT Staff Augmentation, Dedicated Development TeamsBPO ServicesB2B Lead Generation, Digital Awareness, LinkedIn Campaign management and Autmation, Marketing Research and SurveysCX servicesCustomer Care & Support, Technical Support, IT Help Desk, Back Office ServicesRPO servicesRecruitment Process OutsourcingExpected Project Start DateExpected Resource Size1-5 people6-10 people10+ peopleProject Languages RequiredEnglishGermanFrenchSpanishItalianOtherAdditional Project Description Yes, I agree with the [privacy policy](https://mercatusoutsourcing.com/privacy-policy/). I give my consent for the personal data shared by me to be used by Mercatus LTD in connection with improving the performance and functionality of the Mercatus Outsourcing website, and in connection with the installation of related cookies for relevant marketing purposes. Submit request #### Our services ## You may also be interested in [Image] #### Technical support Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully. [Image] #### Back office support & service We provide customized back-office services for a variety of functions [Image] #### E-commerce customer services We will help you establish an ecommerce platform or help you outsource ecommerce customer service. [Image] #### IT recruitment Our IT recruiters specialize in finding the most suitable IT professionals for your given IT requirement process. ## Actions Available ### Form 1 - **name-2** (type: text, name: `name-2`) - **name-1** (type: text, name: `name-1`) - **email-1** (type: email, name: `email-1`) - **phone-1** (type: text, name: `phone-1`) - **checkbox-3[]** (type: checkbox, name: `checkbox-3[]`) - **checkbox-4[]** (type: checkbox, name: `checkbox-4[]`) - **checkbox-5[]** (type: checkbox, name: `checkbox-5[]`) - **checkbox-8[]** (type: checkbox, name: `checkbox-8[]`) - **date-1** (type: text, name: `date-1`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **consent-2** (type: checkbox, name: `consent-2`) - **consent-3** (type: checkbox, name: `consent-3`) - **textarea-2** (type: textarea, name: `textarea-2`) ## Links on This Page - [Home](https://mercatusoutsourcing.com/) - [DevOps services](https://mercatusoutsourcing.com/devops-services/) - [Dedicated development teams](https://mercatusoutsourcing.com/dedicated-development-teams/) - [Build – Operate – Transfer (BOT) Model](https://mercatusoutsourcing.com/build-operate-transfer-bot/) - [IT staff augmentation](https://mercatusoutsourcing.com/it-staff-augmentation/) - [B2B Lead Generation](https://mercatusoutsourcing.com/b2b-lead-generation/) - [Digital awareness](https://mercatusoutsourcing.com/digital-awareness/) - [LinkedIn campaign management & automation](https://mercatusoutsourcing.com/linkedin-campaign-management-automation/) - [Marketing research & surveys](https://mercatusoutsourcing.com/marketing-research-surveys/) - [CX advice & strategy](https://mercatusoutsourcing.com/cx-advice-strategy/) - [Technical support](https://mercatusoutsourcing.com/technical-support/) - [Omnichannel customer solutions](https://mercatusoutsourcing.com/multichannel-customer-solutions/) - [Back office support & service](https://mercatusoutsourcing.com/back-office-support-service/) - [E-commerce customer services](https://mercatusoutsourcing.com/e-commerce-customer-services/) - [Recruitment Process Outsourcing](https://mercatusoutsourcing.com/recruitment-process-outsourcing/) - [AI Voice Agents](https://mercatusoutsourcing.com/ai-voice-agents/) - [AI Customer Service](https://mercatusoutsourcing.com/ai-customer-service/) - [AI Lead Generation](https://mercatusoutsourcing.com/ai-lead-generation/) - [E-commerce](https://mercatusoutsourcing.com/ecommerce-solutions/) - [High-Tech & SaaS](https://mercatusoutsourcing.com/high-tech-saas/) - [Cybersecurity](https://mercatusoutsourcing.com/cybersecurity/) - [Fintech & Financial Services](https://mercatusoutsourcing.com/fintech-financial-services/) - [Healthcare](https://mercatusoutsourcing.com/healthcare/) - [Telco & Utilities](https://mercatusoutsourcing.com/telco-utilities/) - [Media](https://mercatusoutsourcing.com/media/) - [About](https://mercatusoutsourcing.com/about/) - [Our company](https://mercatusoutsourcing.com/about/#our-company) - [Mission & Vision](https://mercatusoutsourcing.com/about/#mission-vision) - [Our journey](https://mercatusoutsourcing.com/about/#our-journey) - [Team](https://mercatusoutsourcing.com/about/#team) --- *Served by AIble — aible.io*