Omnichannel customer
We offer seamless customer support services on all platforms, which means you will have the expert team and technology you need to run operations so you can focus on innovating your products and growing your business strategically.
MERCATUS
Benefits ofoutsourcing
%
Cost Reduction
Coverage
MERCATUS
Benefits ofoutsourcing
%
Cost Reduction
Coverage
Boost your brand in every conversation
Grow Effortlessly
Obtain Enterprise-Grade Technology
Deliver Seamless, Empathetic Experiences
Ensure 24/7/365 Availability
Ensures your customers receive service around the clock without interruption.
Services
Our omnichannel customer service
Omnichannel customer support in 25+ languages
24/7 multilingual customer support
Live chat support outsourcing
Real-time help for immediate customer needs
Help desk outsourcing
Technical troubleshooting and issue resolution
Call center outsourcing
Professional phone support with trained agents
Multilingual player support
Specialized care for gaming and entertainment customers
Customer success management
Proactive relationship building and retention
Social media monitoring and analysis
Track brand mentions and customer sentiment
Have a question?
MERCATUS
Multilanguage
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
NORDIC LANGUAGES
✔️Danish ✔️Estonian ✔️Finnish ✔️Flemish ✔️Latvian ✔️Norwegian ✔️Swedish
OTHER LANGUAGES
✔️Arabic ✔️Chinese ✔️Japanese ✔️Hebrew ✔️Korean
MERCATUS
we support
Chat
Social media
FAQ
Web form
Live chat
Phone
AI Chatbot
Our process
Here's a general overview
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.
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.
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.
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.
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
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.
Why Choose
Why choose Mercatus as your 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
Ultimate Security Guarantee
We value your
Digital millennium copyright act
A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.
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.
ISO/IEC 27001:2022 Certified
Process certification that ensures clients’ data protection and management in accordance with global standards.
FAQ
Common
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.
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Multichannel customer solutionsof
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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.
Our services
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Technical support
Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully.
Back office support & service
We provide customized back-office services for a variety of functions
E-commerce customer services
We will help you establish an ecommerce platform or help you outsource ecommerce customer service.
IT recruitment
Our IT recruiters specialize in finding the most suitable IT professionals for your given IT requirement process.