Support That Matches the Volume: Flexible Support for Pixii’s International Customer Base

As Pixii grew internationally, it faced a new range of customers and questions knocking at its door; it needed a support setup that could provide reliable day-to-day availability without requiring the company to build a large internal first-line support team from the outset.

This solution also needed to adapt to the nature of Pixii's business, supporting customers with straightforward practical questions as well as those that required specialized technical knowledge.

"Atender gives us the flexibility to provide consistent multilingual support while keeping a close connection between the customer and our own organization. The team understands when they can resolve an enquiry directly and when it should be escalated to a specialist at Pixii." — Morten Schøyen, SVP Global Customer Success

An extension of the Pixii team

The Atender agents work as an extension of Pixii's organization. Agents from Atender's Malaga team provide customer support for Pixii.

Customers can contact the support line on weekdays between 08:00 and 16:00 and receive assistance in Norwegian, Swedish or English.

A Pixii customer should not be able to tell whether the answer came from Kristiansand or Malaga, which means the agents are trained in Pixii's products, customer journeys and support procedures, working in a seamless flow with Pixii's internal team.

When a case requires deeper technical expertise, the agents know how to identify the issue, collect the information needed, and connect the customer with the appropriate specialist at Pixii. It is this setup that allows Pixii's technical experts to focus their time where it adds the most value to the company.

Support Sized to the Actual Volume

The support needs of growing companies usually vary over time as they enter new markets, launch solutions and support a growing installed base - but the options for small support volume is slim.

To bridge this gap, we developed our Flexibility Model. It is based on a monthly subscription for a volume of effective hours, starting as low as 60 hours a month and going up to "always on" coverage.

Traditionally, the startup cost covering pre-studies, recruiting and project management is swallowed by the client. With Atender and the Flexibility Model, we swallow that cost. There is no startup cost, and the standard commitment runs month to month.

Being part of a bigger cake

To be able to adjust quickly as the needs of a growing company develop, the setup works as follows:

Atender runs a pool of agents who, unlike agents on dedicated teams, handle support for several different companies.

This means that rather than depending on a single individual, the company has access to a trained team with shared routines and documentation, ensuring continuity during holidays, sickness and changes in demand. This way, the setup can grow with the business.

"Instead of having a small slice of a small cake, you are part of a larger cake." — Bo Andersson, CCO

This same pool absorbs the part of support that costs companies the most attention and resources. Recruitment, training and the handover when someone leaves all stay on Atender's side. High turnover is a known challenge of the CX industry, but a company working with Atender as a partner will never have to run that cycle itself.

Room for Growth

The Flexibility Model has a next step built in: a company can move from shared hours to one dedicated agent with shared hours alongside, and from there to a team of its own.

Having the opportunity for growth built into the system means our clients do not have to change partners or retrain anyone from scratch when they grow. As they grow their business, we grow their team with them.

"Scale up when volume demands it, scale down when it does not, without the hiring and attrition cycle that makes traditional staffing painful." — Bo Andersson, CCO

Does your support volume sit below a full role too?
Your customers still expect answers, but the solution is easy:

Click the button to send an email directly to our CCO Bo, and he will contact you - no commitment needed, no pressure - just a curious conversation.