# 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.

### Book a 15-min scoping call

We validate the right pack, range and timeline. Clear response, no fluff.

Budget< 30'000 CHF30'000 - 60'000 CHF60'000 - 100'000 CHF100'000 - 200'000 CHF\> 200'000 CHFTo be defined
Timeline< 1 month1 - 3 months3 - 6 months\> 6 months

No spam. No pressure. We'll tell you if we're not the right fit.

## They trust us for their customer support

As soon as your volume increases or your reputation is at stake, structured customer support becomes vital.

## When customer relations become a business issue.

- 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

## 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.

01

### Needs assessment

Channels, volumes, request types, SLA, dispute policy, brand tone.

02

### System construction

Scripts, workflows, knowledge base, helpdesk tools, team training.

03

### Launch & stabilization

Pilot phase, adjustments, gradual ramp-up, weekly reporting.

04

### Run + continuous improvement

Quality monitoring, coaching, process optimization, seasonality adaptation.

Discover how we structured and operated high-performing SAV platforms.

## Customer support projects delivered

\
\
Pharma **Ferring International** \ \
International corporate website developed with WordPress, Ferring.com is the global digital platform for the Ferring biopharmaceutical group. It centralizes all institutional, scientific, R&D, career, and commitment content. Designed for worldwide and multilingual reach, it addresses diverse audiences (healthcare professionals, partners, patients). A robust and scalable architecture serving an international reference brand.\
\
40+\
\
countries covered\
\
100%\
\
editorial autonomy\
\
A\
\
technical SEO score](/content/en/case-studies/ferring-international/index.html)

\
\
E-commerce **TopChef.ch – Custom B2B E-commerce Platform** \ \
Design and deployment of a custom B2B e-commerce platform (WordPress, WooCommerce, custom design) for a Swiss wholesaler. Structured catalog, customer area, optimized and multilingual ordering process.\
\
B2B100% B2B Platform](/content/en/case-studies/topchef-ecommerce-b2b/index.html)

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Retail **Elegance Boutique** \ \
Aesthetic and medical equipment catalog, organic visibility and multi-channel acquisition. A conversion-oriented e-commerce platform with SEO and Google/Meta Ads acquisition.\
\
2markets (CH + FR)](/content/en/case-studies/elegance-boutique/index.html)

## Frequently asked questions about customer support

### Is it suitable for a medium-sized e-commerce?

### Can we start small?

### How do you guarantee quality?

### Do you use our existing tools?

### How much does it cost?

## Let's talk about your customer support

### Request a quote

Full name *

Company *

Work email *

Phone

Describe your project *

Estimated budgetSelect< 30'000 CHF30'000 - 60'000 CHF60'000 - 100'000 CHF100'000 - 200'000 CHF\> 200'000 CHFTo be defined

TimelineSelectASAP1-3 months3-6 months6+ months

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