On-demand shared transport technology provider Liftango sought out offshore outsourcing company Staff Domain to help them provide round-the-clock, timely and efficient help desk outsourcing. Through our outsourced helpdesk support, we helped improve their support capabilities and more.
Established in 2016, Liftango is a technology provider that connects people with on-demand transport services—from corporate to public transport to carpooling and demand response transport services. Liftango uses filtered and advanced demand-responsive technology that enables communities and organisations to leverage transport power. They offer a unique data-driven technology platform and user interface designed to serve localised transport solutions.
As an on-demand transport technology provider, they need a professional to efficiently handle customer support in real-time, 24/7. As the business grew rapidly, Liftango wanted to ensure their customers’ needs were continually met, they got immediate support, and they were satisfied with their services. Hence, the company sought out offshoring. To maximise the benefits of offshoring, Liftango partnered with the leading offshore outsourcing company, Staff Domain.
Liftango was looking to expand its round-the-clock outsourced help desk support to provide timely and efficient customer support. As such, they turned to Staff Domain’s outsourced help desk support to achieve their customer support goals.
To gain insights into their experience with Staff Domain, we spoke with Liftango’s Tech Support Lead, Michael Stone, about their offshore outsourcing journey.
“Before I started, the organisation was providing great support through many members of various teams, but it was challenging with the growth occurring. Even before I had my feet under a desk, I was looking at options and ran with the idea of moving to business process outsourcing. Using my network and doing some research, an intensive review across a few companies was done. It was a great learning experience with truly supportive and engaging staff at each BPO offering so many benefits,” Stone shared.
Stone also mentioned that although the competition was close, what made Liftango choose Staff Domain was a “good understanding of the requirements, flexibility, knowledge of the market, and a commitment to delivering what we needed.” Since their team did not have much experience in the technical aspects of offshore outsourcing, the decision to partner with Staff Domain “almost came down to a gut feeling.”
Liftango soon enjoyed the benefits of an offshore partnership with Staff Domain. According to Stone, working with Staff Domain gave their business greater flexibility, the opportunity to focus on strategic decision-making, and vastly improved support capabilities. Working with Staff Domain, he added, allowed them to build a strong platform for a high-performing support team.
Stone and Liftango are happier than ever with Staff Domain’s dedication to delivering results.
“I’m so happy with my talented team being supported, not just our organisation, but also SD. There is clear communication and simple processes to follow, which means the support team gets to enjoy and concentrate on supporting Liftango’s growing customer base,” Stone said.
When asked if he would recommend us to other firms, he said, “Yeah, absolutely.”
Staff Domain‘s offshore outsourcing solutions connect your business to a highly experienced global talent pool for game-changing results. Effortlessly manage your offshore workforce with our comprehensive compliance, payroll, and HR support, and benefit from fixed, transparent pricing in your local currency. Contact us today or schedule a meeting with our sales team to quickly source the right offshore team for your business.
Outsourcing customer support abroad has various advantages. For starters, lower labour costs in offshore locations can result in significant cost savings, allowing starting firms to better manage resources. Second, offshore teams provide access to a larger talent pool with varying language abilities and cultural knowledge, which is useful when serving clients from various countries. Furthermore, offshore support can operate in many time zones, providing 24-hour coverage that ensures ongoing service availability and response to urgent questions.
The seamless integration of offshore customer support teams with local staffing agencies is critical to operational success. Regular communication and collaboration promote agreement on goals, processes, and client expectations. Using shared platforms and CRM systems enables centralised information management, guaranteeing that offshore and local teams can access current client and applicant data. When offshore staffing, the offshore staff should be trained by the local team to understand local market dynamics, customer preferences, and industry-specific terminology, so that they can give personalised support.
Choosing the best offshore partner for customer service in staffing solutions necessitates careful evaluation of various variables. To begin, evaluating the offshore site based on language competency, cultural affinity, and labour prices is critical to ensuring effective communication and cost-effectiveness. Second, evaluating the partner’s staffing industry experience, customer service knowledge, and commitment to data security and compliance reduces risks and assures service quality. Third, having clear service level agreements (SLAs), performance indicators, and governance frameworks encourages transparency, accountability, and expectation alignment between the staffing agency and its offshore partner.
Offshore customer support uses a variety of communication strategies to ensure excellent client engagements in staffing solutions. To begin, offshore teams are extensively trained in communication skills, language competency, and cultural sensitivity to improve their understanding and connection with clients. Second, leveraging advanced communication technologies like video conferencing, instant messaging, and CRM systems allows for real-time collaboration and information exchange between offshore and local personnel. Third, creating explicit communication protocols, service level agreements (SLAs), and escalation procedures encourages transparency, accountability, and timeliness in dealing with client inquiries, issues, and service requests.
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