Consulting
We're happy to share our years of experience with you in a consulting capacity. Optimizing the customer experience, with a focus on cost efficiency, transparency, and process optimization.
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Customer Care
with AI
For high-quality service and scalable costs.
Customer Care Boutique
Scalable customer service for all industries.
As a premium customer care boutique, we help you create customer experiences that build trust, foster brand loyalty, and contribute to your company’s long-term success.
Customer Care Solutions
We can help you overcome these challenges.
Scaling to Handle a Growing Volume of Inquiries
Whether you’re experiencing a rise in orders due to campaigns and seasonal peaks or entering new markets, we’re here to support you whenever your volume of inquiries either increases temporarily or grows faster than your team can keep up with. Our scalable customer care solutions adapt to your needs in terms of service team staffing, available channels, and short-term spikes in inquiry volume caused by technical issues or other unexpected events.
Relief from Operational Service Tasks
With dynamic teams that adapt to your workload, conversational AI, AI-powered support, and the management of your cross-channel support, we take the pressure off your internal customer service team. This allows you to focus entirely on your brand experience and optimizing your customer journey.
Here’s how we help you secure your revenue and unlock upselling opportunities:
- Analysis of Existing Service Processes
- Identifying Opportunities for Optimization Through KPIs, Real-Time Monitoring, and Experience
- Best practices from various industries that we share and use as benchmarks
- Strategic consulting ranging from omnichannel strategy to AI implementation and cost reduction
Measurability & Transparency
Using relevant KPIs, reports, and continuous real-time monitoring of all your channels, we provide transparency regarding service quality, turnaround times, and customer satisfaction.
Optimizing Your Customer Experience
Using KPIs and real-time monitoring, we keep a close eye on the factors that drive an optimal customer experience with your brand and can resolve any issues—such as recurring reasons for contact, problems in the returns process, or common causes of complaints—or escalate them to the appropriate departments.
Consulting: From AI to Processes
As a premium boutique in customer care, our commitment to quality guides us not only operationally, but also in a consulting capacity. Working closely with you, we examine your processes and advise you based on our industry insights and more than ten years of experience in customer care.
A selection of our consulting topics:
- Cost reduction: Where can I find savings potential?
- Process efficiency: Where can I become more efficient?
- Customer satisfaction: How can I improve my customer experience?
- Onboarding: How can I ensure a smooth start?
- Artificial intelligence: All questions around agentic AI, conversational AI, and AI-powered support
Consistent Service Quality
- Nearly 24/7 omnichannel availability, high first-response rates, and Agentic AI, as well as AI-powered service processes that, combined with human empathy, blend efficiency with emotional connection and brand experience. In addition, we work with flexible, scalable, and experienced service teams capable of handling more than 25 languages.
Human-in-the-Loop Approach
Artificial intelligence and automation offer enormous potential in terms of efficiency, but they don’t replace the human response that’s crucial depending on context and level of escalation. That’s why we work with a hybrid concept, where conversational AI handles simple inquiries entirely or prepares them—so we can always deliver the best possible experience.
Successful Together
Our References.
We already ensure a consistently positive customer experience for these clients and secure your future repeat business.
Customer Service & Experience Management
Our Solutions.
With us, you can scale your customer care while enhancing your customer experience.
Premium Customer Care That Reflects the Brand
We act as an outsourced customer care team for your brand, so your customers can’t tell the difference from your in-house customer service.
We achieve this through:
- Small, specialized service teams with industry expertise
- Customer support in the style of your brand: we adapt our tone, customer contact, and behavior to your brand guidelines
- Our teams act with autonomy based on jointly defined goodwill policies, enabling them to act quickly and in the spirit of your brand
- Premium service quality through years of experience
Customer Care Consulting & Optimization
As a premium customer care boutique, we offer premium quality and the best possible experience with your brand—whether we’re working alongside you in an operational capacity or in an advisory role.
Here’s how we help you secure your revenue and unlock upselling opportunities:
- Analysis of Existing Service Processes
- Identifying Opportunities for Optimization Through KPIs, Real-Time Monitoring, and Experience
- Best practices from various industries that we share and use as benchmarks
- Strategic consulting ranging from omnichannel strategy to AI implementation and cost reduction
International Customer Care
We support your customer service not only locally but worldwide—through operational support, consulting, and assistance with entering new markets. For a consistently high-quality service experience worldwide.
- Customer service in all European languages and beyond
- Internationalization as a growth strategy: We support you as you enter new markets—from an operational team familiar with the local language and cultural nuances to the technology, including phone systems and ticketing systems.
- Partner networks available worldwide: including in the Americas, Asia, and New Zealand
Fast Onboarding & Omnichannel Support
- Fast onboarding: within a few days, depending on the complexity of your products and the number of channels we manage for you
- Omnichannel support for your customers via phone, email, chat, and messaging services such as WhatsApp, Instagram, Amazon, or Shopify Inbox
- Infrastructure: we can manage your customer service on our ticketing system or work within your own systems
- Our knowledge bases, built up over years, which make our AI agents and AI-supported, semi-automated processes especially efficient
- Dedicated points of contact who know your brand and industry
- Flexible scaling of our service teams during growth or peak periods
AI-supported Customer Care & Agentic AI
We combine AI with human empathy to sustainably improve efficiency and service quality.
- AI-powered handling of customer inquiries
- Automation of recurring processes and simple requests
- A “human-in-the-loop” approach for the perfect combination of AI and humanity
- Faster response times through AI-supported services
- Greater efficiency while maintaining consistent service quality
KPIs, Reporting & Real-Time Monitoring
- Transparent KPI Reporting
- Measuring Service Quality and Customer Satisfaction
- Data-Driven Recommendations for Action
- Continuous Process Improvement
- Customer experience management
Call the CEO
Making contact is easy.
For us, building the best customer relationships is a top priority.
That’s why, if you have any questions about our services or would like an initial consultation, feel free to contact our CEO, Franco Aleo, directly. The best way to do this is to request a callback using our form or contact us directly. We promise to get back to you as soon as possible.
Measurable Customer Service
We provide these KPIs.
Real-Time Monitoring
With our dashboards—which are configured based on your service channels and available data—both you and we have insights into the performance of your customer service at all times:
- Volume of inquiries
- Service level
- Handling times
- Customer satisfaction
KPIs for Service Quality & Performance
We provide and analyze all relevant data, such as:
- Customer Satisfaction (CSAT)
- Service level
- First Contact Resolution (FCR)
- Response rates
- Contact rates
- Average Handling Time (AHT)
- Customer Satisfaction Score (CSAT)
- Channel Performance
Optimization Potential Through Analyses & Reports
KPIs allow you to compare and assess the current situation. With regular analyses, you can find out why the KPIs turn out the way they do.
For example, we provide:
- Experience report: shows inquiry volumes and the most common reasons customers get in touch
- Call statistics: connects the number of incoming calls, the answer rate, and the average handling time
Transparency on reasons for contact
We categorize all incoming customer inquiries and store the resulting insights in our databases.
Whether it’s product questions, delivery status, returns, complaints, or technical issues—the data provides insights into recurring reasons for contact and forms the basis for process optimization, product improvements, and a better customer experience.
At the same time, with a view to agentic AI, conversational AI, and AI-powered support, this data enables significantly more efficient handling of new inquiries.
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European languages
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employees across Europe
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industries supported
SUCCESS STORIES
Here’s what our customers have to say.
Moments of joy and measurable successes from our collaboration with PVS RS.
since 2020
partnership
DE, AT, CH
countries served
"Our customers' satisfaction is a top priority at Müller, including when it comes to online shopping. To offer the same great service our customers know from Müller there too, we rely on first-class customer service that responds to our customers' concerns quickly and with a focus on solutions. With PVS RS, we have a reliable partner at our side that has supported us with high quality in this area for years. Our collaborative, equal partnership opens up new ways for us to keep developing our processes
Sebastian Wied, Head of International E-Commerce
and guarantee Müller customers optimal service to the highest standards."
since 2012
partnership
2022
Gemeinsame Einführung neuer Customer Care Software
“PVS RS has been a strong partner since we entered the online business—always growing with us and responding flexibly to our needs at every stage of our development. Even during major changes, such as the switch to a new ticketing system, PVS RS provided consultative support and, thanks to many years of experience across numerous successfully implemented cases, helped ensure a smooth transition.”
Robert Semmler, Head of Customer Management
Müller
since 2020
partnership
DE, AT, CH
countries served
"Our customers' satisfaction is a top priority at Müller, including when it comes to online shopping. To offer the same great service our customers know from Müller there too, we rely on first-class customer service that responds to our customers' concerns quickly and with a focus on solutions. With PVS RS, we have a reliable partner at our side that has supported us with high quality in this area for years. Our collaborative, equal partnership opens up new ways for us to keep developing our processes
Sebastian Wied, Head of International E-Commerce
and guarantee Müller customers optimal service to the highest standards."
Outletcity Metzingen
since 2012
partnership
2022
Gemeinsame Einführung neuer Customer Care Software
“PVS RS has been a strong partner since we entered the online business—always growing with us and responding flexibly to our needs at every stage of our development. Even during major changes, such as the switch to a new ticketing system, PVS RS provided consultative support and, thanks to many years of experience across numerous successfully implemented cases, helped ensure a smooth transition.”
Robert Semmler, Head of Customer Management
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Company
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Industry Solutions
Decades of experience and concentrated expertise from a wide range of industries have made us who we are today: a premium customer care provider with top marks for quality. We have the best solution for your industry too.
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