Service
Omnichannel & Digital Customer Support Cyprus
One conversation, every channel — handled by a Cyprus team.
We deliver a unified customer experience across voice, live chat, email, WhatsApp Business, Facebook, Instagram, X and your web ticketing system — all in one workflow, one quality framework, one report.
What is included
- Live chat & email response management
- WhatsApp Business API handling
- Social media DMs and comment moderation
- Voice fallback to a single agent context
- CRM, ticketing and analytics integration
- Bilingual EN/GR plus additional languages
How we deliver
- 1
Channel audit
We review current channels, volumes, response times and tooling.
- 2
Unified workspace setup
Channels are consolidated into a single agent desktop with shared SLAs.
- 3
Tone of voice & QA design
Brand tone guides and digital QA scorecard are agreed per channel.
- 4
Go-live & optimise
Channel mix is rebalanced monthly based on CSAT and cost-per-contact.
Expected outcomes
+15pt
typical CSAT lift after channel unification
<2min
first response time on chat and WhatsApp
30%
lower cost per contact vs. voice-only model
Frequently Asked Questions
Can you work in our existing CRM?
Yes — Zendesk, Salesforce, HubSpot, Freshdesk, Genesys, custom CRMs. Our agents operate inside your environment under your access policy.
Do you support social media moderation?
Yes. We handle DMs, public comments and reviews with documented escalation rules for sensitive content.
Which channels can you unify?
Voice, live chat, email, WhatsApp Business, Facebook Messenger, Instagram DMs, X (Twitter), TikTok DMs, Viber, Telegram, SMS and any web form or ticketing widget on your site.
How fast do you respond on chat and WhatsApp?
Standard first-response SLAs are <30 seconds on live chat and <2 minutes on WhatsApp, with the same agent context carrying across channels through your CRM.
Can one agent handle multiple channels?
Yes. Digital agents typically handle 3–5 simultaneous chats/messages alongside email, boosting throughput while maintaining quality via unified queues and skill-based routing.
Do you support Greek and English natively?
Yes — every agent is native or near-native in EN and GR, and we brief tone-of-voice per channel so social replies differ from formal email drafting.
How do you measure omnichannel quality?
A single digital QA scorecard applied across all channels, tracking accuracy, tone, resolution and effort. Weekly calibrations with your team align scoring on edge cases.
Can you deploy chatbots alongside human agents?
Yes. We design AI-assisted bot flows for high-volume FAQs with a warm handoff to a human agent whenever intent or sentiment requires it, ensuring no dead ends.
Do you offer 24/7 digital coverage?
Yes. Round-the-clock shifts including weekends and holidays, with capacity scaling based on channel-mix forecasts and campaign schedules.
How do you protect customer data in messaging channels?
Access is via VPN+MFA into your CRM only; no messages are copied outside your tenant. All access is logged, ISO 27001 controls apply, and DPA + WhatsApp Business Solution Provider terms are in place.
Can you handle social media crisis situations?
Yes. A rehearsed crisis playbook triggers on defined thresholds (volume, sentiment, keyword), activating surge capacity, unified holding statements and hourly comms with your PR team.
What ticketing platforms do you support?
Zendesk, Salesforce Service Cloud, HubSpot Service Hub, Freshdesk, Genesys Cloud, Intercom, Kustomer, and any custom platform with a REST API.
Can you support review sites and reputation management?
Yes. We monitor Google, Tripadvisor, Trustpilot, Booking.com and industry-specific review platforms, respond within your brand tone and escalate any legal or safety issues.
How is omnichannel pricing structured?
Per-interaction pricing across all channels, dedicated FTE pricing or hybrid models. Every proposal includes SLA credits when we miss agreed response and resolution targets.
How do I request a quote for omnichannel support?
Call +357 22 398296, email info@callcentercyprus.com or fill in the contact form. We respond within 2 business hours with a tailored proposal.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.
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