Gandalf Services

Services

Customer Support

No matter what the business, the customer is always at the core.  There are several organic and inorganic ways to acquire customers today.  With that significant investment made, it is important to keep them happy in all their dealings with your company.  Customer impact reports suggest that more than 60% of customers will switch suppliers due to poor customer service. Competition is massive and retaining customers is imperative.

At Gandalf Services, we train everyone to “go for more” when they interact with customers. That is why every single employee of the organization goes through a customer and cultural sensitization training. Whether it’s an inbound interaction or an outbound call, we are always sensitive and compassionate about the customers’ situation and state of mind.   We go out of your way to make the customer feel comfortable. “Under-promise, Over-deliver” is our mantra.

Inbound Services

With a knack for critical metrics like AHT, C SAT, Service levels etc, the wizards at Gandalf Services are competent in providing the following services:

Customer Service

Soft Upsell and Cross sell

Inbound Sales

Order Taking

Product information services

Directory inquiry services

Outbound Services

Gandalf services team has extensive experience in managing outbound campaigns, specifically telemarketing for controlled circulation business, having managed multiple publications over more than 10 BPA cycles.  Our outbound services include:

Telemarketing for controlled circulation business

Welcome calls

Market research/Surveys

Sales

Back Office Support

In most companies, a lot of the critical work happens behind the scenes, in the back office.  These processes form the basis for the eventual customer and product experience. Our wizards are equipped to manage your back office work; a lot of which can also happen during off hours and holidays, thanks to the India time advantage, therefore increasing efficiency.  We work tirelessly with your onshore teams to improve results and use technology to better accuracy and output.  Some of the services we provide are:

Online Research

Transcription

Chat/Email support

Transactional services

Content Moderation

Consulting

The senior team members at Gandalf have spent many years starting and building offshore businesses.  They are passionate about making businesses profitable, project managing to move processes offshore seamlessly, and help manage your existing vendors. Our consulting services:

• Vendor Management Practice – Gandalf Services can help you manage your offshore vendors. We have a very robust vendor management charter that has taken years to evolve, which can seamlessly fit into your business planning and deliverables.  This saves you the effort of hiring full time resources to manage your vendors and often spending significantly on travel expenses etc.  We provide a near shore solution, which is project based and result oriented.  

•  Project Management/Transition practice – Right from the “as-is, to-be” mapping to project managing the entire knowledge transfer and IT/resource deployment to your offshore location, Gandalf team can help you achieve your goals seamlessly and within timelines. We can adapt to any standard toolkits/documentation templates you use or we can use our own. We can engage with your teams right up-to the phase where we handover the project to operations post stabilization, or help up-to the “go live” phase. All of this is backed by a signed NDA that completely protects your business interests.

• Customer lifecycle management practice – Our team at Gandalf Services works with your team to understand your end-customer journey; and helps optimize it.  Coupled with the right product, the customer experience can be enhanced by plugging in touch-point gaps, deploying technology to increase efficiency, and identifying “real” customer pain points with thorough analytics. The Gandalf services team is equipped to manage these gaps and help fine-tune or start off the customer delight journey for you.

TESTIMONIALS

What People Are Saying