Keeping customer satisfaction on track during peak demand
An external customer support specialist was deployed for direct customer handling in fintech. Customer questions were answered on time, feedback was captured and service processes were strengthened.
Trigger
Peak demand
Commitment
0.5 FTE
Work location
Hybrid
Alphacomm is a Rotterdam based fintech company providing digital payment and loyalty services to businesses and consumers. As its customer base grew and service pressure increased, it became clear that the existing capacity was no longer enough to maintain the desired service level.
In customer service, long waiting times quickly lead to frustration. During peak periods, that risk increased, not because of a lack of quality, but because of a temporary shortage in capacity.
The challenge
Alphacomm needed an experienced customer support professional who could start quickly, work independently and add immediate value to the customer contact process without a long onboarding period or intensive guidance from the organisation.
Blackbear's role
Together with Alphacomm, Blackbear defined the assignment clearly: which profile was needed, across which channels, and what expectations applied to SLAs and customer feedback. Based on that scope, a specialist was engaged with proven customer support experience in digital services. The fit with the team and way of working was established quickly, allowing the professional to be productive from the first week.
Result
Customer questions were handled on time and in a customer focused way across email, chat and phone. Interactions were logged systematically and insights were shared with the customer success team. Improvement ideas for FAQs and work instructions were also contributed proactively, strengthening the service team beyond the assignment itself.
