Customer support & nearshore SAV: a scalable, structured and managed service.
PULSE.digital sets up and operates customer support systems for e-commerce, SaaS and B2B/B2C services. We create platforms in Morocco (phone, email, chat, social), with clear processes, a knowledge base and Swiss management to guarantee quality, responsiveness and brand consistency.
They trust us for their customer support
When customer relations become a business issue.
As soon as your volume increases or your reputation is at stake, structured customer support becomes vital.
Your customer requests are increasing (sales, SAV, returns, disputes)
Your internal teams can no longer absorb the volume
You want consistent multi-channel support
Your business is sensitive to response quality and time
You need to industrialize without exploding costs
In these contexts, a nearshore SAV platform brings capacity, stability and cost control.
Complete customer support, ready to operate.
Multi-channel support platform
Phone, email, chat, WhatsApp, social networks. Sized according to volume and seasonality.
SAV process & dispute management
Scripts, workflows, escalations, returns management, refunds, complaints and logistics anomalies.
Helpdesk & knowledge base tooling
Setup (or takeover) of Zendesk / Intercom / Freshdesk / HubSpot Service / Odoo Helpdesk. Knowledge base and living FAQs.
Quick setup, continuous quality control.
Needs assessment
Channels, volumes, request types, SLA, dispute policy, brand tone.
System construction
Scripts, workflows, knowledge base, helpdesk tools, team training.
Launch & stabilization
Pilot phase, adjustments, gradual ramp-up, weekly reporting.
Run + continuous improvement
Quality monitoring, coaching, process optimization, seasonality adaptation.
Customer support projects delivered
Discover how we structured and operated high-performing SAV platforms.
MC-SA (Mosini & Caviezel SA)
WordPress redesign of a deep "professional" website for a geomatics and engineering consulting firm. 75 years …
E. Gutzwiller & Cie, Bankers
Premium WordPress corporate website, SEO foundation and design collaboration with Ludovic Balland. A multiling…
TopChef.ch – Custom B2B E-commerce Platform
Design and deployment of a custom B2B e-commerce platform (WordPress, WooCommerce, custom design) for a Swiss …
Frequently asked questions about customer support
Is it suitable for a medium-sized e-commerce?+
Yes. Nearshore is perfect as soon as recurring volume exceeds internal capacity. We adapt the sizing to your reality.
Can we start small?+
Yes. We start with one channel or type (e.g., returns) then gradually expand according to your needs.
How do you guarantee quality?+
Scripts, initial training, continuous coaching, double validation at the start, CSAT tracking and regular quality audits.
Do you use our existing tools?+
Yes. We take over your existing helpdesk (Zendesk, Intercom, Freshdesk, HubSpot...) or set one up if needed.
How much does it cost?+
Depending on channels, volume, languages, hours and SLA. A detailed estimate is provided after a quick assessment of your needs.
Let's talk about your customer support.
Whether you want to structure an e-commerce SAV, set up a multi-channel platform or outsource part of the support, we build a stable, scalable and managed system.
- Free diagnosis of your support needs
- Personalized estimate based on your volume
- SLA proposal adapted to your criticality
“Setup was quick and support is now a real asset for our brand.”
E-commerce Manager