A customer in London emails at 8am; one in Berlin messages at 9pm. SD IT Services closes the response-time gap with a nearshore Kosovo team covering the hours your in-house team cannot.
A customer in London emails at 8am; one in Berlin messages at 9pm. If your support team works one timezone and one shift, half your European customers wait hours for a first reply.
SD IT Services closes the gap with a nearshore Kosovo team covering the hours your in-house team cannot.
Email, live chat, and phone are handled to your tone and your macros, not generic scripts.
Every interaction is logged in your CRM so your team always has the full thread, and nothing depends on one person remembering the context.
Common customer-service queues include subscription questions, refund requests, delivery updates, onboarding queries, complaint handling, account changes, and marketplace messages.
We cover your customers around the clock. On CET, our hours overlap the UK and EU business day for live coordination.
Coverage extends into evenings, weekends, and holidays when your own team is not online, so first-response times stay short no matter when a customer reaches out.
We keep answers consistent through your macros and SOPs, review interactions for quality, and escalate edge cases with context instead of dumping them back on you.
You get reporting on volumes, response times, and recurring issues.
We operate inside your approved CRM, helpdesk, and telephony tools, and follow your access controls and data-handling policies. Your systems, your permissions, your rules — our team works within them.
English and Albanian. German-language support available.
For the complete customer support service, team setup, QA model, and reporting, see our main customer support outsourcing page.
Yes. SD IT Services provides 24/7 coverage, including evenings and weekends.
Email, live chat, and phone.
Yes. We work to your SOPs, not generic scripts.
English and Albanian. German-language support available.