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Customer Support Outsource

Customer Umbrella is a Support-as-a-Service Customer Service Support company originally founded in Varna, Bulgaria. Now operating in more than 20 countries, providing customer service in 55 languages to more than 100 different businesses all over the world. Our consultants can handle all kind of inquiries in a timely and efficient manner by covering all possible channels of communication.We focus on personalized communication – at scale. Each customer receives an individual focus, and we do it tens of thousands of times a day, achieving the same results.

Certifications/Compliance

ISO 27001
Bulgaria Bulgaria
Tsanko Tserkovski 7, Varna, Varna 9000
+359885379385
< $25/hr
250 - 999
2021

Service Focus

Focus of BPO Services
  • Customer Service - 20%
  • Virtual Assistant - 5%
  • Technical Support - 10%
  • Back Office Services - 10%
  • Chat Services - 20%
  • Lead Generation - 5%
  • Email Support - 20%
  • Call Center Services - 10%
Focus of IT Services
  • Staff Augmentation - 10%
  • Outsourcing - 90%
Focus of Business Services
  • Answering Services - 40%
  • Data Entry - 20%
  • Staffing - 10%
  • Recruitment - 10%
  • Virtual Office - 20%

Customer Umbrella's exceptional Other Services services give clients a considerable advantage over the competition.

Industry Focus

  • Gaming - 30%
  • Gambling - 20%
  • Business Services - 10%
  • Information Technology - 10%
  • E-commerce - 10%
  • Startups - 10%
  • Food & Beverages - 10%

Client Focus

34% Small Business
33% Large Business
33% Medium Business

Detailed Reviews of Customer Umbrella

5.0 1 Review
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John Koryl

Customer Umbrella agents work flawlessly with our internal procedures, representing our brand culture and values.

Our customer satisfaction scores have increased, with consumers complimenting our support team's promptness and professionalism. Furthermore, the efficiency advantages obtained by outsourcing back-office functions have allowed us to reallocate resources to strategic projects, resulting in continued development and innovation within our business.

What was the project name that you have worked with Customer Umbrella?

Back Office Outsourcing for E-Commerce Business

What service was provided as part of the project?

BPO Services

Describe your project in brief

Customer Umbrella came on board with a comprehensive plan to meet our different demands. Initially, they did a detailed review of our current procedures and pain spots. Based on this evaluation, they recommended a customized solution that included 24/7 assistance for live chat, email management, and incoming calls. Their team worked flawlessly with ours, taking over activities like processing refunds and returns, seeking and curating customer reviews, and carefully updating our product pages with new and pertinent information. Throughout the project, they kept open lines of communication to ensure openness and cooperation at all stages. Their passion and attention to detail were clear from the start, and they continuously went above and beyond to surpass our expectations.

What is it about the company that you appreciate the most?

Beyond their technological prowess, it is their human-centered approach that makes an unforgettable mark. Each connection seems individualized and empathic, demonstrating a genuine desire to understand and meet our specific requirements. Their quickness and adaptability in managing complicated issues add to their value as a strategic partner.

What was it about the company that you didn't like which they should do better?

No, we don't have any suggestions for improvements. Their complete portfolio of back-office outsourcing services has reduced our operational constraints while also improving the overall client experience.

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

  • $0 to $10000
  • Completed
  • E-commerce