Multichannel Customer Solutions

Considering the fast industry digitalization, the need for companies to build meaningful connections with their customers is much greater. Having engaged and paying customers is crucial for all businesses regardless of the industry.

Considering the fast industry digitalization, the need for companies to build meaningful connections with their customers is much greater. Having engaged and paying customers is crucial for all businesses regardless of the industry.

Thus at MERCATUS, we aim to provide exceptional customer care and focus on every customer touchpoint with care and attention.
We equip our clients with the facilities, people, processes, and modern omnichannel technologies that build value across every interaction on all channels, so they can concentrate 100% on their product and strategy. Our clients are trusting Mercatus to handle part of their operations and customer care.

Mercatus's mission and core activities are to facilitate your company`s operations, as we will share our expertise in the field;
Our list of multichannel customer solutions includes:
Multilingual, Multichannel Customer Support services
Live Chat support outsourcing
Help Desk outsourcing
Call Center outsourcing
Telephone answering services
Multilingual Players support;
Customer Success management
Social Media Monitoring & Analysis;
Social Media Engagement.

Using our omnichannel approach will let your customers interact with your brand via the following channels.

Mercatus expertise transforms services into successful partnerships.

Thus we offer our clients unique and tailored “End-to-end” solutions and establish an open and trustworthy relationship with them. We aim to achieve synergy between Mercatus’s values and culture and our partners.

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companies worldwide have already chosen Mercatus

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End to End solutions delivered globally

E-commerce

Retail

Consumer Goods

Fashion

Service Providers

Gaming

Cyber Security

Telco & Utilities

Fintex

Healtcare

What You Get

The main goal is to reach as many consumers as possible through multiple platforms.

					Customer retention
		
					Interaction with customers opens an opportunity to strengthen your brand and develop customer relationships. By offering accurate and reliable management of customer interactions and using powerful tracking and feedback capabilities, outsourcing service providers can help build your brand image and retain your customers. It happens naturally when the customer is happy with your service.			

					Achieve operational & cost efficiencies
		
					Cost-cutting is the most common reason for outsourcing. Omnichannel contact centers can effectively and efficiently manage customer queries and associated costs through utilizing lower-cost channels and cross-channel.. Yet when there is an impact on customer experience and customer interaction quality, your customer relations can take a hit, leading to a loss in sales and loyalty.			

					Enhance CX
		
					With multiple touchpoints to interact with an empathetic customer support agent, each interaction feels like a seamless conversation. We look for those moments of truth and opportunities to delight.			

					Availability of tools and & technology
		
					A company that handles call center services has various tools like CRM and sales software as well as quality auditing tools. They are experienced in their usage and your customers can benefit a lot from it. The alternative would be you buying all these software licenses and then training your staff for it. Not a very good idea			

					Easy scalability
		
					If tomorrow your business grows and you need more people to handle calls, having outsourced this service, you face no challenges. Mercatus takes the burden of hiring and training new agents as well as handling call flow changes with ease as they have years of experience with the same			

					Available 24/7
		
					By outsourcing your customer service, you can ensure that your customers are handled 24/7 without any interruption. Such availability is unrealistic to expect from an in-house department. Here at Mercatus can offer you this flexibility as we have trained staff members that have years of experience working in rotational shift

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How it Works

Unify customer messages and information across channels and give your customers a better support experience.

Customer service has evolved a lot in the past 5 years and the bar for retaining customers is so high, that nowadays we are talking more about the Voice of the customer, constantly improving services, Customer satisfaction, and omnichannel presence than high productivity and availability. We at Mercatus have the whole package so you don`t need to compromise the service level if you also want to have an analysis of the voice of your customers.

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1

Analyse your company`s operational needs and create a tailored solution to guarantee high quality and customer satisfaction

2

Design the best structure that will fit your business

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Implement the agreed design and set up the processes and procedures

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Select and recruit the right profiles for your operations

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Manage all operations to guarantee highest level of organizational and performance excellence

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Performance reviews/voice of the customer: report and analyse results together with your organization that will lead to process and performance improvement and optimization.

Why Mercatus

Together we grow.
Together we change everything.
Start your digital revolution.

Mercatus Outsourcing is a BPO & ITO service provider originally founded in Sofia, Bulgaria but operating now in more than 4 locations across the EMEA region. We are serving global clients in more than 25 languages and helping them to become successful by sharing the Talent & Skills & Technology of our Support & IT specialists.

We, at Mercatus, are a team of experienced professionals with 15+ years of know-how in the Outsourcing industry and we pride ourselves on being customer-centric, transparent & flexible in order to support our clients and deliver scalable & affordable services.

Mercatus Outsourcing is a third-party customer & technical solution provider for Ziff David, Acronis, Biologiworks, and more than 50 other companies. Our amazing teams vary from Multilingual Customer support, and B2B Lead Generation to Data Analytics and IT development based on PHP, Scala, Java, and more.

We are very happy to be part of their journey and their success. For more information please contact us at info@mercatus.bg

We value your trust and the protection of your personal and company information as our highest priority.

Learn more

4

+

countries

24/7/365

multi-lingual service desks & support teams

30

+

languages

Ultimate Security Guarantee

We value your security.

We value your trust and the protection of your personal and company information as our highest priority.

PCI DSS Level 1 certification — the highest level of security that ensures 100% data safety and allows gathering and processing financial and credit card information.

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 — process certification that ensures clients’ data protection and management in accordance with global standards.

Related Services:

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.