Technology

We use technology to seamlessly support our global team, allowing us to optimise the customer service experience and pass the benefits on to you and your customers. Drawing on years of experience in customer support systems, we offer clients seamless integration using in-place solutions, or we can help you select and deploy new tools.

Helpdesk

Social & Reviews

Ecommerce

Training
& Technology

Integration and optimisation services

We offer expert services that enable clients to get the most from their customer helpdesk software, whether helping to set up and integrate systems, or advising and implementing enhancements to existing set-ups to drive efficiencies and deliver the best customer experience.

Examples of software we work with include Zendesk, Freshdesk, Puzzel and Salesforce. We also bring expertise in deploying customer service tools such as chatbots across a range of ecommerce platforms such as Shopify, Woocommerce, Magento and Mollie.

We helped online marketplace OnBuy.com to create substantial improvements to its Zendesk workflows by developing changes to prcesses, queues, triggers, and automations, all aimed at improving efficiency and delivering a better customer experience.

Systems that drive efficiency and customer lifetime value

Newstel can evaluate, advise upon and implement new technologies that have a significant impact on process efficiency and improving customer profitability. These include:

Robotic Process
Automation (RPA)

RPA can be used as an automation assistant for customer service agents, so that the processes an agent needs to go through to complete a task can be reduced. Typically the introduction of RPA can reduce agent task time by up to 80%. As an example, RPA can intelligently bring data together from disparate systems so the agent spends less time finding information to assist a customer, all without the need for development resources from your internal IT teams.

We can assist with all aspects of automation, whether developing conversational AI for web conversations with your customers, or reducing the time it takes to respond to customer enquiries.

Recovering Abandoned Carts

We have created solutions that convert potentially missed sales into conversions – whether when a customer’s card has been declined,  or when a shopping cart has been “abandoned” for more than a few minutes.  The technology is complemented by our team, which makes outbound calls to the customer to assist with payment, or offer an incentive to complete the purchase.

Our support with “abandoned shopping carts” at Wolfson Brands, a global health and wellness online retailer, reduced cart abandonment rates by 30% and increased annual profits by €500K.  Read the case study