Customerumbrella
Customer Experience and Contact Center
Customer Umbrella is a global outsourcing company that provides customer experience and contact center services for the gaming industry, known for its multilingual support and technology-enabled approach.
Size
201-500
Private
1m-10m
Mission
To improve businesses.
About
Customer Umbrella offers customer experience and contact center services along with multilingual support for clients in the gaming and entertainment sectors. The company operates using a nearshore and offshore model and supports businesses across the Americas, Europe, and Asia.
It is recognized for its cost-effective solutions, with a team of consultants who are also gamers, providing authentic industry insight and enhancing customer engagement.
Services
Customer Umbrella provides customer experience and contact center services supported by multilingual support and technical assistance. These services cover inbound customer support, live chat, email support, and outbound calls, tailored to enhance player satisfaction and loyalty in the gaming sector.
Capabilities
Inbound Customer Support
Multilingual Support
Technical Support (Tier 1/2)
Industries Served
The company serves clients in the gaming and entertainment industries. It has experience supporting gaming companies with services aligned to industry-specific requirements, ensuring timely and efficient resolutions across various communication channels.
Unique Stregths
Customer Umbrella is known for its technology-enabled approach to customer service, offering clients cost-effective solutions that reduce outsourcing costs by up to 50%. Its approach includes understanding client needs quickly and delivering timely responses, which helps maintain high customer satisfaction and seamless collaboration.
Delivery Footprint
Headquartered in Varna, Bulgaria, the company operates using a nearshore and offshore delivery model. It serves clients across the Americas, Europe, and Asia, with teams working in hybrid environments depending on client needs.
Certifications
No items found.
Verticals
Gaming & Entertainment
Clients
No items found.
What's the main service provided by
Customerumbrella
?
Customer Umbrella specializes in providing customer experience and contact center services, primarily focusing on enhancing client interactions in the gaming and entertainment sectors. Their offerings include inbound customer support, multilingual assistance, and technical support across various tiers. This comprehensive service suite is designed to boost player satisfaction and loyalty, ensuring that clients receive timely and effective support through multiple communication channels.
What additional services does
Customerumbrella
provide?
When was
Customerumbrella
founded?
Customer Umbrella was established in 2011, marking over a decade of experience in the customer service industry as of 2024. Since its inception, the company has focused on developing effective customer engagement strategies, particularly within the gaming and entertainment verticals.
What industry verticals does
Customerumbrella
serve?
Customer Umbrella serves clients specifically in the gaming and entertainment industries. Their expertise allows them to cater to the unique needs of gaming companies, providing specialized services that align with industry standards and expectations.
What delivery model does
Customerumbrella
offer?
Customer Umbrella employs both nearshore and offshore delivery models to optimize its service offerings. Nearshore refers to the practice of outsourcing tasks to nearby countries, allowing for better communication and collaboration due to similar time zones and cultural understanding. Offshore outsourcing involves delegating services to countries further away, often to take advantage of cost savings and a broader talent pool. This dual approach enables Customer Umbrella to serve a diverse clientele effectively across different regions.
How many employees and/or seats does
Customerumbrella
have?
Customer Umbrella has a workforce ranging from 201 to 500 employees. This size enables the company to maintain a robust team capable of delivering high-quality customer support services while remaining agile enough to adapt to client needs and market changes.
Can
Customerumbrella
be considered a good service provider for startups?
Can
Customerumbrella
be considered a good service provider for SMBs?
Customer Umbrella is well-positioned to support small and medium businesses (SMBs) due to its scalable service offerings and cost-effective solutions. The company's expertise in the gaming and entertainment sectors allows it to provide tailored customer support that can help SMBs enhance customer engagement and loyalty. Their flexible delivery model further ensures that SMBs can access quality services without significant upfront investment.
Can
Customerumbrella
be considered a good service provider for enterprises?
While Customer Umbrella's services are beneficial for enterprises, they particularly excel in delivering tailored solutions for the gaming industry. Their experience and technology-enabled approach make them a reliable partner for large companies seeking to improve customer engagement. However, enterprises with more extensive and complex needs may require additional resources or specialized services that could be better met by larger BPO providers.
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