Customer Service

Customer Service

Professional, multilingual support that feels local wherever your customer is.

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Customer service outsourcing for exceptional CX

End-to-end customer service outsourcing designed to deliver fast, reliable, and personalized support across phone, email, chat, and social media. Solutions are built to handle high inquiry volumes, support multiple languages, and maintain consistent service quality.

With skilled teams, advanced technology, and a deep understanding of customer needs, every interaction is resolved quickly, builds trust, and strengthens brand loyalty, while meeting compliance requirements in even the most regulated industries.

What we do

Expert customer support services backed by benchmarks and deep industry know-how.
1
Inquiry handling
Answering customer questions about products, services, orders, or policies through phone, email, chat, or social media.
2
Complaint resolution
Managing returns, refunds, and customer dissatisfaction by logging, tracking, and resolving complaints in line with SLAs or internal processes.
3
Technical support
Troubleshooting technical issues and guiding customers through product setup or problem resolution.
4
Customer onboarding
Assisting new customers with setup and activation, and providing tutorials, walkthroughs, or proactive outreach to support onboarding.
5
Order and account management
Assisting with changes to orders, subscriptions, or user data, including updates to delivery details, preferences, or billing information.
6
Follow-ups and satisfaction checks
Collecting post-service feedback and conducting proactive outreach to ensure issue resolution and customer satisfaction.

Case study

Large-scale management of complex CX operations for Allegro

Axendi has expanded from single-channel support to a fully integrated, multichannel service for Allegro’s buyers and sellers. Across five communication channels—email, chat, callback, helpline, and Messenger—in Polish, Ukrainian, and Czech, our 450+ agents provide scalable, high-quality assistance. From onboarding and technical support to dispute resolution and platform navigation, we ensure seamless customer interactions as Allegro continues to grow.

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Proven european partner for CX

As an experienced CX solutions provider in the European market, we unite regulatory know-how, advanced AI technology, and well-positioned operational centers to guarantee compliance, seamless operations, and uninterrupted service.

Leveraging strong resources and scalable capabilities, we deliver tailored customer service outsourcing that ensures your customer support is reliable, high-performing, and in expert hands.

Customer service resources you can rely on

1
AI technology
Cutting-edge AI technology and bespoke solutions designed to meet the unique requirements of each project, integrating proprietary tools, external platforms, and client systems to streamline customer service and contact center operations, boost performance, and achieve tangible results.
2
Strategic location
Four prime locations with rich talent pools, backed by secure operations management, robust infrastructure, and advanced technology that guarantee continuous service delivery, smooth communication, and dependable backup options.
3
Multilingual & expert teams
Poland boasts a deep pool of highly skilled professionals with advanced language capabilities and specialized expertise in CX and BPO, enabling efficient recruitment of talent who combine linguistic excellence with industry know-how to deliver exceptional customer service and handle complex contact center operations.
4
Recognized expertise
Demonstrated success in projects, training methodologies, and technological innovation, driven by leaders who have advanced from frontline agents to operational directors. This practical experience is endorsed by recognition in renowned industry rankings and awards, including the TMC Technology Award, Diamenty Forbesa, PNSA, and PCCA.

What you get

Clear outcomes, real impact, and solutions that support smarter, more efficient business performance.
Operational cost optimization

Streamline processes and eliminate inefficiencies to achieve measurable cost reductions, without compromising service quality.

Strategic people management

Plan and allocate talent based on skills and project requirements, ensuring high-quality support and optimal team performance.

Proven motivation programs

Apply tested incentive and engagement models to keep agents motivated, drive better results, and ensure long-term team stability.

Expert-led training

Prepare teams with fast onboarding and customized, project-specific training—so they’re ready to deliver in no time.

Access to enabling technology

Use modern tools, from AI agents to integrated platforms, to enhance productivity, ensure consistency, and improve responsiveness.

Trusted by

Proven through experience.
Chosen for trust.

Axendi is a partner we fully trust. The team is engaged, highly competent and in our view demonstrates a high level of professionalism. We value their care for people, proactive attitude and ongoing support in helping us achieve our goals. What stands out is the very individual and flexible approach to the changing needs of the client.

Dimitr Kołodyński
CDMO Head of Advocacy & Care

A reliable and proven outsourcing partner enables us to achieve our goals and quality standards in the most efficient way. (…) Axendi supports us in fulfilling our objectives, especially during peak periods of customer engagement.

Anna Chmielewska
Customer Service Section Manager

We value our cooperation with Axendi for its atmosphere of trust, professionalism, and a true partnership approach. The team stands out with its problem-solving creativity, independence, and strong commitment. These are true professionals we can rely on.

Mariusz Pietuszyński
CEO

The Axendi team effectively supports our business – they generate sales leads, successfully implemented a motor insurance claims registration project, and maintain proactive communication with both our team and our dealer network. They’re a partner who truly contributes to our operational success and project growth.

Volvo Team

We value our collaboration with the Axendi team for their high level of flexibility, transparent communication and partnership-driven approach. The relationship is built on mutual understanding, trust and continuous commitment to improving efficiency together, which significantly supports the achievement of our shared goals.

Małgorzata Tkaczyk
Acting Remote Customer Meeting Point Manager, IKEA

We value our cooperation with Axendi for their effectiveness and consistently high service quality. The team operates based on proven processes and deep operational expertise, consistently meeting our expectations and responding quickly to our needs. Every project is handled with great care and precision.

Aneta Sawczuk
Marketing Project Manager

Working with Axendi is a true partnership built on mutual understanding and trust. We particularly value their flexible approach - the team quickly adapts to our changing business needs and actively suggests improvements. When entrusting direct customer contact to an external company, security and confidence that the partner acts as part of our team are crucial. Axendi fully meets these expectations.

Marta Maciejczak
Customer Support Manager

What we value most in working with Axendi team is their flexibility and consistent focus on quality at every stage. They adapt to our evolving needs without compromising standards. Data security is clearly a priority, which strengthens our trust and ensures compliance with internal and industry requirements.

Arkadiusz Bartoszek
Head of Customer Service

We have been working with Axendi since 2018 and value their reliability, timeliness, and partnership-oriented approach to project delivery. We especially appreciate the team's creativity and flexibility in handling demanding tasks.

Agnieszka Popko
Managing Director

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FAQ

All you need to know about customer service outsourcing
When to outsource your customer support to external provider?

Here are some situations where outsourcing customer service may be beneficial: 

  • Scalability and flexibility: Outsourcing customer service offers scalability and flexibility to adjust support resources based on fluctuating demand or business needs. Outsourcing providers can quickly scale up or down the number of agents and guarantee proper training.
    Cost considerations: Outsourcing customer service can offer cost-effectiveness by enabling businesses to pay solely for the services required, eliminating overhead costs linked with employee recruitment and training. 
  • Lack of in-house expertise: If your company lacks the necessary expertise or resources to handle customer service effectively, outsourcing to a specialized provider can ensure that customer inquiries are handled by skilled professionals with the required knowledge and experience. 
  • Specialized technology and tools: Certain providers develop advanced tools internally to more effectively meet the requirements of their business partners and improve their contact center operations. For example, Voice Contact Center offers Primebot, an AI voicebot customized for automating customer service. Additionally, the company utilizes its proprietary analytical tool, Boromir, to enhance contact center operations. 
  • Seasonal or peak periods: During peak seasons or periods of increased customer demand, such as holidays or promotional events, outsourcing can help manage spikes in call volume and maintain service levels without overburdening internal staff. 
Can I maintain control over the outsourced customer support project?

Yes, you have control over what is happening in the outsourced customer support project. Axendi team ensures that you are in control from day one through our commitment to transparency. You can have access to monitoring tools and systems that allow you to track the progress and performance of the customer support project in real-time. This gives you visibility into the activities, response times, and effectiveness of the support team. 

We provide regular reports that detail key metrics, KPIs, and insights relevant to the project. These reports give you a comprehensive overview of the project’s status, performance trends, and areas for improvement. Resources are adjusted dynamically to align with the changing requirements of the project. Whether it’s scaling up or down the number of support agents, reallocating tasks, or deploying additional tools and technologies, we ensure that resources are optimized to meet your objectives on the go. 

What kind of IT support does Axendi provide?

The company offers comprehensive IT support both within its network and for broader business needs. Our in-house team ensures full competence and substitutability, providing administration and configuration for contact center systems, as well as complete support for telecommunications and infrastructure solutions.

Does Axendi offer IT solutions development and integration for customer service projects?

Yes. Axendi provides end-to-end IT solutions development and integration, including the creation of customized data exchange interfaces, API integrations, and automation using tools like PowerShell scripting. We also implement new applications and IT systems within local networks, using either off-the-shelf products or solutions provided by the client.

Do you offer personalized training & development programs?

Yes, we do. We offer a range of structured, personalized training programs designed to build key competencies, elevate service quality, and deliver measurable business results. These include: 

  • Leadership Academy 
  • Executive Leadership Academy 
  • Train-the-Trainer School 
  • Sales School 
  • Managerial Skills Programs 
How do you ensure agents have the soft skills required to deliver high-quality customer care?

We offer personalized soft skills training designed to develop practical competencies that improve performance, elevate service quality, and support employee wellbeing. Our training areas include: 

  • Management & leadership (team management, influencing, decision-making, managing remote and multigenerational teams, and more) 
  • Sales (needs analysis, offer creation, objection handling, closing techniques, customer conversations, cross-selling, upselling, and more) 
  • Soft skills development (communication, customer service, handling demanding clients, time management, and more) 
  • Wellbeing & mental health (burnout prevention, business coaching, time management, neurodiversity awareness, and more) 

Process

How we work
1

Understanding your needs

CX challenges mapped. Business goals decoded. 
2

Tailoring CX solutions 

Custom-built strategies aligned to your business DNA. 
3

Onboarding & training

Train-the-trainer programs for seamless handoff. 
4

Real-time reporting

Transparency delivered through live performance dashboards.
5

Continuous monitoring 

We track, learn, and optimize on the go. 
6

Quality assurance

Rigorous reviews to ensure every touchpoint meets your standards. 
7

Smart scaling 


People and tech scaled responsibly — with excellence intact.