Customer Support Services



"Elevate your customer support experience with our bespoke consultancy services. Whether enhancing your current support system or crafting a brand-new strategy from the ground up, we're dedicated to maximizing your customer satisfaction. Our tailored approach covers an extensive range of considerations, ensuring your support strategy is finely tuned to meet and exceed your goals."

Omnichannel Support Strategy

With our background in Customer Support, We can design and implement a seamless support experience across all touchpoints (phone, email, chat, social media).

Support Process Optimisation

We are experts in improving support processes to increase efficiency, reduce escalations and increase NPS.

Data Analytics & Metrics

Data is key to telling your support story.  We put data at the heart of all we do and enable you to do so as well

Self-Service Optimization

We use our in depth experience to Improve knowledge bases, FAQs, and chatbots to reduce reliance on live agents and increase ticket deflection through adoption  of Shift Left

Support Technology Optimisation

Just like having your A team support your customers you need your tech stack to be perfectly aligned.  We can help you implement and configure this.  We have partners with industry award winning SaaS providers to help with this

Fractional Team

We can help augment your team through our network of resourcing and outsourcing partners or, we can be embedded within your team for fractional exec guidance

Customer Success Services



"Unlock the full potential of your customer relationships with our specialized consultancy in Customer Success. Whether refining your existing practices or architecting a cutting-edge strategy from inception, we're committed to driving your customer success to new heights. Our personalized approach encompasses a holistic spectrum of considerations, ensuring your customers receive unparalleled value and satisfaction at every touchpoint."

Onboarding & Adoption Programmes

Let us design and implement effective onboarding processes to ensure smooth product/service adoption.  All fully documented and re-usable

Customer Health Score

How healthy are you customers?  Find out with our proven approach to track and manage customer health based on key metrics.

Customer Lifetime Value Optimisation

How much revenue will you be able to generate?  We can help you implement strategies to increase customer retention and spending.

Playbook Development and Training

With our years of experience, we can develop a standardized approach to customer success and train your team on best practices.

Metrics and Data Analysis

We love data and using our in depth knowledge of CS Metrics we can design ways to measure customer success initiatives and identify opportunities for improvement.

Proactive Customer Outreach Programmes

Which customers are at risk?  Identify at-risk customers and proactively engage them with relevant solutions.

BPO Strategy Services



"Teaming up with Mercatus Outsourcing, we bring forth a dynamic synergy of expertise to offer you an unrivaled suite of guidance and consultation services. Our partnership extends across a multitude of strategic areas, empowering you to navigate complex landscapes with confidence and precision. From fine-tuning operational efficiencies to pioneering innovative solutions, together we'll elevate your business to unprecedented heights."

Technology Integration & Optimization

"We specialize in seamlessly integrating your BPO provider's systems with your internal processes, ensuring a smooth and cohesive customer experience."

Governance & Risk Management

We are able to help you develop a framework to manage the risks associated with outsourcing customer service.

Cost Optimization & ROI Analysis

How do you know if your BPO strategy is working and saving you money.  We can help here by doing the analysis for you

Vendor Selection & Onboarding

We can assist in selecting the right BPO partner and ensure a smooth onboarding process.

SLA Development & Management

Its critical to understand your compliance.  We can help define and monitor key performance indicators (KPIs) for your BPO provider.

Voice of the Customer Services.



"Embark on a journey of customer insight with our specialized VoC (Voice of Customer) services. Whether optimizing your current feedback mechanisms or designing a cutting-edge VoC strategy from the ground up, our dedication is to elevate your understanding of customer needs to new heights. Our tailored approach ensures a comprehensive exploration, ensuring your customers' voices are heard and valued at every interaction."

Brand Advocacy Activation

Turn satisfied customers into brand champions. We analyze VoC data to identify potential advocates, craft personalized engagement programs, and equip them with the tools and resources to spread positive word-of-mouth, boosting brand reputation and acquisition.

Customer Journey Mapping with VoC Integration

We weave the voice of your customers directly into your customer journey maps. By identifying pain points, emotions, and expectations at each touchpoint, you can create a journey that resonates with your customers and drives loyalty.

Advanced Data Analysis & Insights

Go beyond basic metrics. We leverage advanced analytics tools to uncover hidden trends, identify emotional drivers, and segment your customers for targeted action. We translate data into actionable insights you can use to prioritize improvements and maximize impact.

Closed-Loop Feedback & Action Management

Don't let feedback gather dust. We help you implement a closed-loop system that ensures customer feedback reaches the right teams, drives action, and demonstrates your commitment to improvement. We track progress and measure the impact of your actions, ensuring continuous improvement of your customer experience