Every Customer Moment is a Revenue Moment
Customer service goes beyond resolving issues. It includes the interactions that shape trust, reinforce value, and influence whether customers stay, renew, or expand.
Televerde supports critical customer moments across support, care, and customer continuity to protect and grow revenue after the sale.
Customer Service That Protects the Revenue You’ve Earned
90%
CSAT
SATISFACTION
$6M
ANNUAL COST SAVINGS
IMPACT
76%
FCR
RESOLUTION
71%
AVERAGE ROI
RETURN
Real People for Real-World Customer Issues
When things get complicated, customers need real people who can listen, think, and act. That’s why our customer care teams use technology to work smarter, while keeping human judgment and empathy front and center.
White Glove Concierge Support
Customers are supported by team members who actively listen, de-escalate, and stay with them from start to resolution, taking ownership, when needed, until it’s fully solved.
Training & Workforce Development Model
Agents go through rigorous foundational training, then are trained deeply on your specific processes, products, and customer expectations.
Compliance & Security
Agents operate in highly controlled environments, with customer data protected under strict security and compliance protocols and ISO/IEC-27001:2022 standards.
Flexibility & Surge Support
Capacity can scale up or down as needed to manage volume spikes, seasonality, or unexpected demand without disrupting se
Call Routing & Workflow Capabilities
Customer interactions are routed and managed according to your logic, priorities, and escalation paths—not a generic queue.
30+ Years of Frontline Experience
Built on three decades of direct interactions with prospects, partners, and customers, our teams know what works (and what doesn’t) in complex or high-stakes situations.
Global Coverage with Local Service
Customer care is delivered by teams in the United States, Argentina, and Scotland, providing global coverage with consistent service standards. When U.S.-only support is required, care is handled exclusively by U.S.-based teams.
How We Support You
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Live Voice Support
Inbound and outbound voice support is handled by trained agents who resolve issues in real time, reducing wait times, repeat contacts, and customer frustration during high-touch moments. Agents are prepared to manage emotionally charged and time-sensitive conversations where tone, judgment, and decision-making directly impact retention and revenue.
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Email Response Support
Timely and consistent email support prevents ticket backlogs, maintains SLA performance, and ensures customers receive clear, accurate responses without unnecessary follow-ups. Every interaction is handled with the same rigor as live support—aligned to brand voice, compliance requirements, and escalation protocols.
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Case / Issue Intake & Resolution
Structured intake, triage, and resolution processes ensure issues are properly categorized, prioritized, and closed. Each case follows a defined workflow with clear ownership, documentation standards, and resolution criteria—improving first-contact resolution while reducing escalations and operational rework.
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General Support (FAQs, Product Questions, Billing Inquiries, etc.)
Frontline support for common inquiries ensures customers receive accurate, on-brand answers quickly, while freeing specialized teams to focus on complex issues. Knowledge is continuously reinforced through training and quality assurance to maintain consistency as products, policies, or pricing evolve.
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Order Processing / Order Status
Support for order placement, changes, and status inquiries reduces operational bottlenecks and prevents customer frustration tied to delays or lack of visibility. Teams are trained to identify friction points that commonly lead to repeat contacts, complaints, or cancellations.
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Appointment Scheduling
Accurate scheduling, confirmations, and updates reduce no-shows, eliminate manual coordination, and improve the overall customer experience. Scheduling support integrates seamlessly with your internal systems and business rules, ensuring accuracy across regions, time zones, and service-level expectations.
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Escalation Paths
Clearly defined escalation workflows ensure complex or high-risk issues move quickly to the appropriate level of support. Escalations are handled with full context—not simple transfers—so customers aren’t forced to repeat themselves and internal teams receive complete, actionable information.
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Overflow & After-Hours Support
Flexible coverage absorbs volume spikes, overflow, and off-hours demand without overburdening internal teams or degrading service levels. This ensures continuity during critical moments while maintaining quality, compliance, and customer experience.
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Customer Onboarding & Transition Support
Structured onboarding support helps customers move smoothly from sale to activation, reducing early friction and accelerating time to value. Teams assist with communications, scheduling, and handoffs that support adoption while laying the groundwork for renewals and future expansion.
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Customer Advocacy & Loyalty Support
Ongoing customer engagement and follow-up support reinforces trust, surfaces renewal and expansion opportunities, and reduces churn risk. Activities are designed to support long-term customer value through consistent execution, accurate data capture, and alignment with retention and growth goals.
Support That Scales With You
- Handles routine, high-volume inquiries including order status, account updates, scheduling, FAQs, and product questions.
- Basic inquiries
- Order status
- Customer information updates
- Scheduling
- FAQ resolution
- Product/service questions
- Basic inquiries
- Performs guided troubleshooting, issue categorization, documentation, and warm transfers to specialized support teams.
- Pre-qualified troubleshooting
- Issue Categorization
- Documentation & system updates
- Warm transfers for specialized support
- Routes complex or high-risk issues to subject-matter experts with proper ticket creation and handoff.
- Routes to subject-matter experts.
- Support ticket creation
See What Success Looks Like
How Securus Cut Call Abandonment by 82% While Scaling High-Volume Customer Service
How Broadcom Scaled Partner Support for 10,000+ Global Partners with a 95% First-Response Closure Rate
Trusted in High-Complexity Environments
Retail & E-commerce We support high-volume customer interactions driven by promotions, peak seasons, returns, and order issues—helping brands maintain consistent experiences during demand spikes.
Subscription & Membership Businesses Televerde supports onboarding, billing, renewals, and account changes in high-churn environments where retention and response speed are closely measured.
Insurance We handle surge-driven customer demand tied to claims events and weather disruptions, supporting policyholders with timely, compliant, and empathetic interactions.
Healthcare Televerde supports patient access, appointment scheduling, and inquiry management in HIPAA-regulated environments where staffing shortages and response times directly affect outcomes.
Financial Services We provide customer service in highly regulated environments, managing account inquiries, billing issues, and service requests where trust and security are critical.
Technology & SaaS Televerde supports fast-growing tech organizations by handling onboarding questions, troubleshooting, and ticket backlogs in retention-driven support models.
Utilities & Energy We manage large-scale inbound demand related to billing questions, outages, and service issues—especially during weather-driven or regulatory events.
Travel, Hospitality & Airlines Televerde supports booking changes, cancellations, and disruption-driven surges, helping brands protect customer experience during peak and irregular operations.
Logistics & Transportation We support shipment tracking, delivery exceptions, and coordination issues in SLA-driven environments where speed and accuracy are essential.
Marketplace Platforms Televerde handles high-volume, two-sided support for buyers and sellers, including disputes, policy changes, and rapid growth-related demand.
What to Know Before You Get Started
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What customer services does Televerde provide?
Televerde provides customer services across customer support, customer care, customer success, and limited customer experience support. Services include live voice and email support, case intake and resolution, escalations, scheduling, proactive outreach, and overflow coverage designed to support post-sale execution and retention. -
How do customer support, customer care, and customer success differ?
Customer support resolves issues, customer care manages high-stakes or sensitive interactions, and customer success focuses on adoption and continuity after the sale. Televerde operates across all three, helping companies manage customer moments that directly influence retention, renewals, and long-term value. -
How are Televerde’s customer services connected to revenue?
Post-sale customer interactions often determine whether revenue is retained or lost. Delays, poor handoffs, or inconsistent responses increase churn risk. Televerde designs customer services around moments where execution, trust, and revenue intersect to protect renewals and lifetime value. -
What types of companies use Televerde for customer services?
Televerde works with organizations in complex or regulated environments, including technology, healthcare, financial services, utilities, logistics, retail, and subscription-based businesses. These companies often manage high interaction volumes or customer moments where execution failures quickly impact retention. -
Can Televerde support both reactive and proactive customer needs?
Yes. Televerde supports reactive needs such as issue resolution and escalations, as well as proactive activities like outreach, follow-ups, scheduling, and case management. This allows companies to maintain continuity across the full customer lifecycle, not just respond when problems arise. -
How does Televerde handle complex or escalated customer issues?
Televerde uses defined escalation workflows that route complex or high-risk issues with full context to the appropriate level of support. This reduces handoffs, shortens resolution time, and protects customer trust during critical moments. -
Does Televerde provide U.S.-based and global customer teams?
Televerde provides customer services through teams in the United States, Argentina, and Scotland. For U.S.-only requirements, services are delivered exclusively by U.S.-based teams. All locations operate under consistent training, quality, and service-level standards. -
How does Televerde ensure quality across customer interactions?
Teams are trained on client-specific processes, systems, and brand standards, supported by ongoing quality assurance and performance monitoring. Structured workflows and documentation help maintain consistency across high-volume and high-complexity environments. -
When is outsourcing customer services the right choice?
Outsourcing is most effective when post-sale execution directly impacts retention, renewals, or expansion. Companies partner with Televerde when customer interactions are increasing in complexity and internal teams can’t scale without risking revenue or experience quality.
