Customer Care

UNPARALLELED FRONT-END CUSTOMER CARE ENGAGEMENT

OverDrive Services is your provider for world class solutions that improve efficiencies, increase revenue, and improve customer loyalty. Our unparalleled front-end customer care engagement, issue resolution, and robust back-office processes have made OverDrive Services a leader in the field of Customer Care.

Meet Your Customer Care Goals

ENGAGE AND CONNECT WITH YOUR CUSTOMERS

CHOOSE YOUR PLAN

REQUEST A CONSULTATION

Customer Care Services

WE HELP DELIVER MORE PERSONALIZED SERVICE

Sales Support

COMMITTMENT TO QUALITY

Connect

WITH YOUR CUSTOMERS

Engage

OverDrive Services can assist in meeting your customer care goals as you interact, engage and connect with your customers.

Understand Your Customers

A deep knowledge of your customers’ wants and needs will help you deliver more personalized service through any device and increase customer loyalty.

Billing and Payment Processing

OverDrive provides superior billing and collection services, payment processing and data management and analysis. Our company sets the standard for providing respectful, but clear communication when dealing with late-paying customers, credits and charge backs, as well as providing high security payment processing.

Customer Acquisition and Retention

With 22 years experience, OverDrive has set the standards for outbound prospect identification, qualification, conversation mapping, appointment setting, new top-line and up-selling. We also have unusually good methods for enhancing retention and winning customers from competitors.

Dispatch and Order Management

Combined with intake and customer/prospect management alluded to above, order management is part of a continuous process that encompasses, inventory management, order entry, fulfillment, dispatching, tracking, data management and customer after-care.

Foreign Language Support

OverDrive can provide you with written and live translation services in Spanish and English. Immigration Case Development and other data collection and customer care services are just two examples.

Inbound Solutions

OverDrive provides a comprehensive array of inbound services from new customer intake and qualification, customer service and tech support, problem identification and resolution, order entry, customer satisfaction, dealer and vendor location and surveying, to name a few.

Issue Resolution

Customer care, be it for companies or individuals, requires patience, care and empathy, especially as it concerns issue resolution, billing and collection. Our folks are very skilled in this area and selected for these attributes.

Outbound Solutions

We can provide outbound calling, prospecting, lead qualification, upselling, medical reminders, issue resolution, identifying decision makers, collection of prospect, client and, in the case of recruiting, candidates screening and other related services.

Warranty & Insurance Claims

Providing Warranty and Insurance Claim Services encompasses many of the customer care activities as well as handling other complex areas including inventory and vendor management, scheduling and tech support, situation analysis, fraud detection/prevention and claim resolution. Following with up-selling and cross-selling represents a terrific opportunity we can combine in the process for some companies.