Streamline your operations and boost customers’ loyalty with Flatworld’s data-driven and seamlessly scalable support solutions - built to meet modern business needs.
Six Sigma-Driven Customer Support Services for Seamless Experiences
Inconsistent support operations, rising workloads, and peak-season demands can hurt your customers' satisfaction and violate Service Level Agreements (SLAs). As the requirement for customer support grows, managing compliance dynamics can further add to the challenges, making it difficult for you to find the delicate balance between quality and cost efficiency.
At Flatworld Solutions, we understand that businesses today need customer support services that combine technology, strategy, and process excellence. Our lean six sigma-driven and 24/7 support model ensures scalable resolution and operational consistency. We offer consistent, omni-channel support spanning chat, email, and phone support to deliver measurable improvements.
With over two decades of global excellence, our customer service and support automation utilizes Voice of the Customer (VoC)-informed workflows and escalation protocols to manage customer incidents in real-time. Customized for a diverse range of industries like e-commerce, healthcare, technology, and BPO, we design proactive support models that focus on resolution efficiency, customer retention, and compliance.
Outsource customer support services to us to build your competitive edge with operational excellence and customer satisfaction.
Customer Support Services We Offer
We understand that building a lasting relationship with customers in the modern world requires more than just answering calls. Therefore, we design our support to quickly resolve their queries, voice your brand value, and deliver personalized support built around VoC insights. Here are some of our key customer support services:
Digital Customer Support Services
We are a leading digital customer support service provider, assisting clients worldwide in developing support solutions, including AI-enhanced chat, asynchronous email, and ticket-based support, powered by CRM integration and SLA dashboards. We have a team of talented professionals and robust technology to support your needs.
Read More
Call Center Technical Support (Tier 1 & Tier 2)
Resolve technical issues quickly with ITIL-aligned workflows and SLA-driven processes. Our team provides first-contact resolution and comprehensive troubleshooting across both basic Tier 1 and complex Tier 2 queries to minimize downtime and optimize user experience.
Read More
Remote IT Customer Support Services
Help your customers resolve hardware, software, and network outages with proactive, 24/7 monitoring and tiered ticketing. We employ real-time root cause analysis to avoid repeat occurrences and ensure your systems are up and running.
Read More
Customer Support Services for e-Commerce
Offer your customers round-the-clock support for order tracking, returns, and refunds. Our SLA-based solutions enhance customer loyalty and retention and lower operational complexity for expanding eCommerce businesses.
Read More
Order Tracking and Status Enquiry Support
Track orders with real-time tracking and active notifications. Our team works with logistics providers to proactively inform customers, minimizing queries and increasing satisfaction scores.
Read More
Email Support Services
Manage high volumes of customer inquiries with fast, customized responses. Our team ensures timely resolution while freeing your internal teams to focus on core business areas.
Read More
Real-Time Video Customer Assistance
Offer empathetic, face-to-face customer interactions through live video support. Our human-centered approach is ideal for high-context services, improving trust and resolution quality.
Read More
Multilingual Call Center Services
Enter untapped markets worldwide with our multilingual customer support outsourcing services by our culturally sensitive agents. This allows for effective communication and a lower incidence of misunderstandings that impact brand image.
Read More
Retail BPO Support Services
Manage retail functions such as billing, loyalty inquiries, and point-of-sale support with SOP-driven processes and CTQ-calibrated metrics for improved operational efficiency and customer retention.
Read More
Complaint Management Services
Resolve issues effectively with VoC-based procedures and escalation matrices. Our orchestrated workflows enhance CSAT scores by using root cause analysis to understand the core issue and deliver targeted resolution.
Read More
Toll-free Support
Increase accessibility via IVR routing, KPI tracking, and Automatic Call Distributor (ACD). This reduces resolution time and call abandonment using the preferred platform of your customers, boosting your brand's local and international reach.
Social CX Desk
Capture and analyze customer conversations across digital channels to deliver VOC-integrated responses. This social listening technique boosts engagement and deepens brand loyalty.
Read More
Customer Journey Mapping Services
Pinpoint important customer touchpoints and pain points with our AI-powered mapping tools. This empowers your support delivery to meet specific customer expectations, enhancing overall experience and retention.
Read More
Customer Intelligence Services
Utilize machine learning to segment customers, recognize patterns of behavior, and forecast needs. These are used to inform strategic marketing, product development, and support optimization decisions.
Read More
Loyalty Program Management
Maximize Customer Lifetime Value (CLTV) through points-based systems, tiered membership structures, and targeted reward management tactics. This maximizes repeat business and enhances Net Promoter Scores (NPS).
Read More
Agent-Led CX Interactions
Deploy highly skilled agents to connect customers with empathy and brand-relevant messaging. This establishes brand trust and enhances retention via meaningful, human-to-human interactions.
Read More
Consumer Product Support Services
Support customers with product requests, payment concerns, and problem-solving. Our team of product experts facilitates a seamless experience to build brand trust and repeat shopping.
Read More
Reactivating Dormant Clients
Reactivate your inactive customers via personalized outreach programs and rewards. This approach helps revive abandoned opportunities and build stronger relationships with customers.
Read More
Customer Experience (CX) Transformation Services
Reimagine your end-to-end customer experiences through data-driven approaches and best practices. Our transformation solutions bring support operations into alignment with changing customer expectations to maintain sustainable growth.
Read MoreOur Process Flow for Customer Service and Support Automation
Inspired by the Lean Six Sigma best practices, our customer support services are designed to improve with each interaction using the Define, Measure, Analyze, Improve, and Control (DMAIC) cycle:
Our agents collect key information regarding your goals and problems. Tickets are opened, complaints are registered, and alerts are triggered to start a systematic response mechanism.
We start evaluating every request carefully to ascertain its complexity and urgency. Issues are categorized and directed to the respective department for quicker turnaround times and efficient resolution.
We check data completeness and accuracy using SOP checklists. This process reduces resolution errors, enhances compliance, and prepares the issue for fast, error-free processing.
Resolutions are created and delivered by understanding the problem using the Root Cause Analysis (RCA). This avoids further occurrences and fosters process improvements on a continuous basis.
We initiate Voice of the Customer (VoC) surveys like CSAT or Net Promoter Score (NPS) after delivering the resolution to gain actionable insights. These insights inform future strategy and improve service quality.
The feedback and RCA insights are used to optimize workflows and enhance customer interactions. This constant cycle of improvement ensures operational consistency, better customer retention, and scalable business growth.
Why Are We a Globally Leading Customer Support Service Provider?
We are deeply committed to offering the best-in-class expertise, technology, and infrastructure to empower businesses to compete with global leaders. Here are the reasons why we are the best provider of customer support services -
ISO 9001:2015-Certified Workflow
We follow quality management SOPs to ensure consistent, customer-defined value at every interaction. Our strict compliance with global standards makes us an ideal partner around the globe.
Uncompromised Data Security
Protect sensitive information with Information Security Management Systems (ISMS)-certified controls. Our strict adherence to information security policies ensures your project and confidential data are protected from breach and misuse throughout the project lifecycle.
High-quality Customer Support Services
Each of our services is standardized after being validated to deliver measurable results. Aligned with VoC-derived CTQs, our customer support and chat services are proven to improve customer satisfaction scores and first call resolution rates.
Cost-Effective Excellence
Get access to high-end, outsourced customer support services at affordable rates. Our pricing is based on a cost-cutting model that brings measurable value and client satisfaction.
Omnichannel Technology and Infrastructure
Take advantage of our redundant technology stack, such as ACD, CRM, IVR, and multi-channel routing solutions, without the heavy capital investment. With 10+ delivery centers worldwide, we ensure hassle-free support through chat, voice, email, and social channels.
Trained CX Specialists
Interact with your customers via highly experienced agents who have been trained in SOP-based communication. Our specialists provide empathetic, brand-relevant interactions via various channels, enhancing trust and customer retention.
Global Shift Coverage & Real-Time SLA Tracking
Provide round-the-clock support to customers across geographical time zones. Our distributed workforce means real-time tracking of SLAs, quick response time, and seamless service during times of high demand.
Scalable Support for Any Requirement Size
Scale up or down quickly in alignment with shifting business requirements. With our flexible support models, you can scale up during growth periods or seasonally heavy times, without a trade-off on quality or performance.
Dedicated SPOC & Escalation Matrix
Simplify communication with a single point of contact (SPOC) and escalation protocols, and get the issues addressed quickly with a seamless experience for your teams and customers.
Round-the-clock Availability
We are available to assist your customers round the clock, so you can deliver a personalized and uninterrupted experience across multiple time zones.
Industries We Serve with Customer Support Outsourcing Services
Aerospace
Agriculture
Automotive
Customs Brokerage
Defense
Energy
Education
Entertainment
Finance
Food
Healthcare
Hospitality
Information Technology
Logistics
Manufacturing
Multimedia
Public Sector
Pharmaceutical
Retail & e-Commerce
Telecommunications
Insurance
Legal
Real Estate
Software we use to Deliver World-Class B2C lead generation services
Additional Customer Support and Chat Services You Can Benefit From
Beyond our core customer support services, explore a range of other specialized services we offer, designed to optimize customer engagement, boost conversions, and streamline operations:
Contact Center Services
Improve customer interaction with omnichannel voice, email, and chat support with our sophisticated CRM technology and AI-powered analytics. Our trained call center agents ensure you offer fast resolution, a consistent experience, and scale as needed without a hassle.
Inbound Call Center Services
Deliver timely, SLA-based answers to customer questions with trained agents, call-routing integrations, and CSAT-aligned processes to enhance satisfaction and loyalty.
Outbound Call Center Services
We leverage the power of advanced data analytics, powered by AI and personalized scripts, in our outbound campaigns. This aligns our engagement strategies around your goals, boosting sales growth and improving customer engagement.
Virtual Assistant Services
Reduce operational costs by delivering personalized support at scale. Leverage administrative and customer-facing work with our trained virtual assistants, empowered with workflow automation capabilities for efficient, round-the-clock support.
Call Center Monitoring Support
Powered by the DMAIC lifecycle, we offer real-time insights into the quality of your calls and the performance of agents using advanced monitoring tools. Improve your support with each call through our process optimization, compliance adherence, and consistent delivery.
Lead Generation Services
Drive sales pipelines with high-quality leads developed through VoC-driven targeting, data analysis, and multichannel outreach strategies. Our Customer Value Addition (CVA)-mapped custom scripts create compelling hooks that capture interest, improve conversions, and deliver a measurable ROI boost.
Business Process Reengineering Services
Revamp underperforming workflows using Six Sigma DMAIC, SIPOC mapping, and CTQ prioritization to enhance efficiency and customer experience metrics. From small incremental improvements to redesigning entire workflows, our experts can do it all.
Seminar Registration Services
Streamline event management with invitation tracking via CRM, SLA-bound outreach, and polite follow-ups. We provide a smooth attendee experience and seamless coordination, from invitations to final confirmations.
Railway Logistics BPO Services
Enhance productivity and have a buffer in operating margins, even if the market for freight cargo is volatile. Our team has vast experience in innovative solutions to protect your railway logistics from financial looming.
Capacity Planning and Deployment
Minimize downtime threats by performing network audits, Software-Defined Wide Area Network (SD-WAN) integration, and risk-mapping methodologies for strict SLA adherence.
Third-party Verification Services
Give your customers the security they expect from you. Safeguard customer information and maintain compliance through secure, tailored identity verification processes and enhanced security measures.
Pre-sales Support Services
Shorten sales cycles with VoC-driven inquiry handling, lead scoring, and structured demo scheduling, equipping prospects with the information they need to make confident purchasing decisions.
Appointment Scheduling & Virtual Receptionist Services
Optimize scheduling and expert call handling with AI-based solutions and trained virtual receptionists for enhanced customer accessibility.
Client Success Stories
Generated Consistent, High-Quality Leads for a Financial Firm Across Global Markets
A Singapore-based financial services leader sought to capture high-value leads across Europe and Africa. Through secure data handling, personalized telecalling, and strategic engagement, we consistently generated five quality leads per day, boosting ROI and expanding their global market reach.
Read MoreBoosted Mobile App Sales for UK Tech Firm with Customer Service and Support Automation
A UK-based software company sought to expand its restaurant and food industry customer base. Our trained outbound calling team executed a two-stage strategy - awareness and sales. With this, we help the client with securing 4 to 5 daily subscriptions, driving product adoption and revenue growth.
Read MoreClient Testimonials
Respect to Flatworld Solutions on the level of delivering us the best quality agents in the industry, that not only help our business to grow but also assist our clients on all possible levels. What we have experienced with Flatworld Solutions is that we are dealing with a company that is dedicated, dedicated to delivering us with the best possible service and devotion.
- Vice President,
Insurance Auto Auction Providers, USA
Partner with Us to Deliver Personalized Customer Support Services at Scale
At Flatworld Solutions, customer support isn't just a function; it's a CX-critical, SLA-measured process rooted in operational excellence. With our customer support outsourcing services, unlock SOP-trained and KPI-aligned support agents, higher productivity with automated workflows, and consistent CSAT and FCR improvements.
We have a proven track record in reducing Total Cost of Ownership (TCO) through scalable pricing and flexible resourcing models. We are committed to delivering best-in-class support so that businesses of any size can unlock authentic and long-term growth driven by genuine customer satisfaction.
Outsource your customer support services to us and transform each interaction into long-term relationships and measurable business growth.
FAQs
Pricing of customer support services is defined essentially on the requirement size, such as the volume of calls/chats to be handled, the variety of support channels, hours of coverage required, and preferred language. Following that, all interactions are charged by the minute, with pro-rata minutes rounded up. We provide per-hour, per-agent, and subscription pricing options. Reach out for a custom quote.
Setup Fees: Certain plans will involve a single setup fee for configuration and activation.
Additional Minutes: Usage more than the limit of the plan is then charged at a nominal per-minute basis.
Short Calls: Initial 30 calls within 30 seconds are free; subsequent ones are charged as full minutes.
Transparency: All add-ons, such as CRM integration or live chat, are made clear at the start.
This ensures no hidden charges and full cost clarity before you begin.
All plans offer 24/7 customer support services, CRM integration, and app access, with differences in coverage:
Entry Plan: 200 minutes, live support, standard scripts, setup fee, pay-as-you-go extras.
Growth Plan: 300 minutes, customizable scripts, no setup fee, live chat, and reduced extra rates.
Standard Plan: 400 minutes, fully customizable scripts, advanced CRM, and real-time engagement.
Each plan is KPI-focused, SOP-driven, and scalable to match business growth.
Yes. Both desktop and mobile apps give 24/7 access to customer service operations. Key features include:
- Real-time ticket updates and resolution management
- Support for live chat and traditional channels
- CRM integration with Salesforce, HubSpot, Zoho
- Notifications and updates across devices
- User-friendly interfaces optimized for all platforms
These tools let your team work anywhere while maintaining consistent, responsive customer care.
As a globally leading partner for customer support services, our experts are well-versed in a variety of platforms to cater to a variety of needs. This includes, but is not limited to, Zendesk, Freshdesk, Salesforce Service Cloud, Genesys, and LiveChat. Our solutions are integrated with a variety of CRMs, ticketing systems, and knowledge bases as well. Further, our AI-powered chatbots and analytics boost accuracy and speed.
We can set up customer support operations within 5–10 business days. Agents are trained on processes, product knowledge, and brand guidelines. SLAs ensure prompt responses to all customer queries and escalations.
Yes, our customer support services can handle heavy call and chat volumes with expandable teams in time zones. Multilingual support provides worldwide coverage for enterprise customers. Overflow management and 24/7 customer support services ensure service continuity.
Absolutely. Our customer support services adhere to PCI-DSS, HIPAA, and GDPR compliance. All interactions are encrypted, logged, and monitored strictly. Quality audits and CSAT monitoring ensure service excellence and customer confidence.
Dedicated account managers offer performance reports and SLA monitoring. Communication is automated through client dashboards, email, or routine calls. Feedback loops guarantee ongoing improvement and business objective alignment.
We serve tailored customer support services to a wide range of industries, including but not limited to retail, e-commerce, travel and tourism, banking and finance, healthcare, insurance, telecommunications, and BPOs. Our end-to-end support covers everything, from technical and billing support to order management and follow-ups.
Live chat with us
USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077
