Define the service
Specify the channels, volumes, expected response times and handling rules.
Our service
Outsourced Support & BPO: A Service Focused on Your Users
Outsourced support & BPO: Etixio handles your customer support, service desk and back-office operations, working alongside your teams. We structure the processes, tools and service monitoring, and we can add an AI assistant where it genuinely helps, with a path for human takeover.
For
Companies whose request volume is growing or whose service needs to be structured for the long term
What you get
Customer support, level 1 and 2 IT service desk, and back-office operations
Deliverables
Service scope, procedures and escalation, metrics and reporting
AI
An AI assistant that supports the team, with handover to a human operator for ambiguous requests
What we deliver
A scope tied to your business.
A support service should help users and bring recurring product issues to light. It combines contact channels, triage, procedures and escalation. We define the scope with your team to separate routine requests from incidents that require business or technical intervention.
Handle & escalate
Organize requests, procedures and handoff to technical or business contacts.
Monitor quality
Share the metrics, friction points and improvements to make.
The right model at the right time
Which needs call for outsourced support & BPO?
Structure or strengthen customer support
Multichannel support with consistent answers and tracked response times.
Set up an IT service desk
Level 1 and 2 user assistance, with clear reporting.
Outsource back-office tasks
Repetitive, time-consuming operations entrusted to a team trained in your procedures.
Absorb peaks in activity
Launches, seasonality or rapid growth, without degrading the user experience.
Improve response times and service quality
Service levels (SLAs) that are defined, measured and reviewed regularly.
Scope covered
Customer support, service desk and back office.
Customer support
Email, chat or phone interactions depending on your organization; ticket tracking and follow-ups; knowledge base, templates and standardized responses; triage and structured escalation to your technical teams.
IT service desk
Level 1 and 2 user support for incidents and routine requests; rights and access management; coordination with infrastructure or DevOps teams; formalization of procedures and guides.
BPO & back office
Entry, checking and enrichment of business data; checks according to defined procedures; administrative management (invoices, documents, reporting); product operations such as moderation or qualification.
Support and AI
An AI assistant working for the support team.
An AI assistant can suggest a response from your knowledge base, pre-qualify a request or summarize a ticket history. We build it connected to your support tools, with evaluations on your real requests, limited access rights and handover to an agent as soon as a request falls outside the intended scope.
Support feedback also feeds into the product: recurring contact reasons become fixes or enhancements. See our AI agents and chatbots and the key functions of an enterprise AI chatbot.
From work to deliverables
How the engagement unfolds.
Preparation inventories the request categories, authorized access and documented responses. Procedures specify when to hand off to another contact and the information needed for diagnosis. Monitoring brings together response times, resolution and contact reasons to identify possible improvements in the product or its documentation.
Scope the service
Scope, volumes, hours, languages, channels, response times and resolution targets.
Train the team
Product knowledge, brand voice, handling rules and tools (ticketing, CRM, knowledge base).
Ramp up gradually
Phased launch, initial adjustments and securing continuity.
Control quality
Regular rituals, quality control, coaching and improvement of scripts and procedures.
Analyze and recommend
Metric tracking, trend analysis, identification of pain points and recommendations.
What your team receives
- Service scope
- procedures and escalation
- metrics and monitoring
The choices that matter
The points to decide with your team.
Service levels and hours are defined according to volumes and expectations. Automation or an AI assistant can help with handling, but ambiguous requests must keep a path to human takeover. Access rights to user data are limited to the intended operations.
When requests reveal product defects, a dedicated team can take on the fixes and application maintenance.
How we work together
Preparing the first conversation.
You can walk us through how things currently work, the users involved and the difficulties you face. The documents, examples and access needed are specified afterwards, depending on the agreed scope. The first goal is to understand the work to be done and the dependencies that may affect how it unfolds.
Frequently asked questions
Outsourced support & BPO: your questions.
When does it make sense to outsource customer support or BPO operations?
When the volume of interactions grows, in-house teams reach their limits or the service needs to be structured and sustained over time. Outsourcing brings flexibility and lets in-house teams refocus on their core activities.
Can support be outsourced while keeping existing tools?
Yes. The team works directly in your support tools, your CRM or your internal applications, which ensures service continuity and traceability of interactions.
Can support be provided in several languages?
Yes, depending on the needs of the service and the markets served. Selection, training and shared communication standards keep quality consistent from one language to another.
How are service quality and continuity ensured?
Through defined procedures, shared metrics and regular management. Ongoing training, quality control and a continuity plan (backup, ramp-up) maintain a stable level of service.
How are data confidentiality and security ensured?
Through contractual agreements, access limited to the intended operations and secure work environments. Data is processed according to defined rules, with traceability of access and actions.
What is the difference between customer support and an IT service desk?
Customer support answers the users of your product or services. An IT service desk assists your employees with incidents, access rights and internal requests, at level 1 and 2, working with technical teams.
How do you handle a peak in activity?
Expected volumes (launches, seasonality) are anticipated in the ramp-up plan. The team is trained in advance, and documented procedures make it possible to bring in extra capacity quickly.
Can an AI assistant replace the support team?
No, it assists it. It can suggest responses, pre-qualify requests or summarize a history, but ambiguous or sensitive requests are still handled by an agent. We evaluate the assistant on your real requests before it goes into production.
Let’s talk about your support service.
Share your volumes, your channels and your service requirements. Together we will define the right organization and management.