E-commerce
Customer service offering:
- Order status, returns, refunds, and exchange support across channels.
- Pre-sale and post-sale assistance during promotions and peak periods.
- WISMO reduction workflows with proactive communication templates.
Red Shore Solutions
Customer Service Outsourcing Tailored to Your Industry
Customer Service Outsourcing Tailored to Your Industry means each program is aligned to your workflows, compliance constraints, and customer expectations. We tailor customer service and IT delivery models for SaaS, e-commerce, telecom, healthcare, and complex service environments.
Industries We Support
We deliver customer service and IT operations programs tailored to industry workflows, compliance needs, and customer expectations.
Regulated Services
Customer service offering:
- Scripted, compliance-aware support workflows with approval controls.
- Escalation management and case documentation with audit trails.
- Quality monitoring and calibration for policy adherence consistency.
Health Services
Customer service offering:
- Patient-facing support for appointments, service questions, and follow-up.
- Care-navigation assistance with controlled data-handling workflows.
- Queue prioritization and escalation protocols for time-sensitive issues.
Appliance Manufacturing and Retail
Customer service offering:
- Warranty and claims intake with status tracking and resolution workflows.
- Delivery, installation, and service appointment coordination support.
- Technical troubleshooting triage with field-service escalation routing.
Airlines
Customer service offering:
- Booking-change and disruption support across high-volume channels.
- Baggage, refund, and travel-credit case management support flows.
- Irregular-operations surge support with fast escalation governance.
Telecom
Customer service offering:
- Customer care for plan, billing, and account-service requests.
- Technical support triage for connectivity, device, and service issues.
- Retention and save workflows for at-risk customer segments.
Banking and Financial Services
Customer service offering:
- Secure customer support for account servicing and case follow-up.
- Fraud/escalation routing with controlled access and audit records.
- Process-driven service quality controls for regulated interactions.
Insurance
Customer service offering:
- Policy servicing and claims-status communication support.
- Inbound and outbound workflows for renewals and documentation.
- Escalation controls for complex claims and sensitive customer cases.
Travel and Hospitality
Customer service offering:
- Reservation support, modification handling, and service recovery.
- Guest communications across pre-arrival, in-stay, and post-stay journeys.
- Peak-season surge staffing and quality governance for high demand.
Utilities and Energy
Customer service offering:
- Service request intake and outage communication workflows.
- Billing and account support with escalation for high-impact cases.
- Compliance-aware communication standards and audit-ready documentation.
Logistics and Transportation
Customer service offering:
- Shipment status, ETA updates, and delivery exception handling across channels.
- Appointment scheduling, re-delivery coordination, and dispatch communication support.
- Claims/dispute intake workflows with structured documentation and escalation routing.
SaaS
Customer service offering:
- Tier 1 and Tier 2 support across chat, email, and ticketing channels.
- Onboarding support, account administration, and billing inquiry handling.
- Escalation workflows tied to engineering/product teams with SLA tracking.
Discuss your industry requirements
We can scope a service model aligned to your customer and operational realities.
Book a Discovery Call