iUsed Stores — Quality Refurbished hardware

iUsed is the refurbished Apple specialist in the Benelux for consumers and business customers. From purchase and service during use, to purchase, trade-in and safe disposal of IT equipment after use; everything is well arranged at iUsed. Together with the webshops Swoop and RefurbishedDirect, iUsed is one of the largest organizations in the Benelux that supplies refurbished hardware from well-known A-brands, such as Apple, HP, Dell and Lenovo, via its various webshops.

Cooperation

Byteleaders has been working for iUsed Stores since 2018 as a customer service partner for operational deployment of live chat, call, e-mail and Facebook. Byteleaders also provides management and maintenance of the Zendesk customer service system. iUsed has opted for a hybrid solution, in which its internal team works during office hours and Byteleaders communicates with customers outside of office hours.

Services provided

• First line customer contact via email, live chat, telephone and Facebook
• Zendesk implementation and maintenance
• Support in the event of absence of own employees

Increase conversion with live chat

For years, iUsed has maintained extended live chat hours to enhance customer accessibility. Technical customer service is available from 08:00 to 22:00 for product consultation and post-purchase support. This extended availability drives increased online sales and elevates customer satisfaction through immediate, responsive assistance.

Contact channels

• E-mail
• On the phone
• Live chat
• Facebook

Integrations

• Back Market
• Bol.com
• webshops (Shopware 6)
• Zendesk
• Training outsourced

Flexibility

When an iUsed team member is unavailable due to illness or vacation, Byteleaders personnel provide seamless coverage. Remote collaboration is facilitated effortlessly through the Zendesk customer service platform.

Jip van Asperen

Director iUsed Stores

We have been working with an external customer service team from Byteleaders for years with great pleasure. Thanks to the flexible deployment, we ensure optimal accessibility for our customers.

Partner with Byteleaders for customer service solutions

Byteleaders provides dedicated customer service teams that manage your customer interactions comprehensively. We oversee all contact channels, enabling you to concentrate on core business priorities. Our professionals receive thorough training in your company's operations, products, and service standards, ensuring they represent your brand accurately and effectively. Your customer satisfaction is our primary measure of success.

Dedicated Team

Our teams utilize detailed documentation to provide accurate, personalized support for every inquiry. Whether offering product guidance or managing warranty workflows, we prioritize precision and a high-touch human experience in every interaction.

Flexible 24/7 deployment

You maintain full control over your service hours. Our advisors are available 24/7, giving you the flexibility to offer around-the-clock support.

Dedicated contact person

We assign a permanent, dedicated Project Manager to every client. This expert partner collaborates with you to design, implement, and refine a bespoke service solution that ensures long-term operational success.

Transparent cost model

We operate on a transparent "per-resolution" model. You only pay for successfully resolved tickets with no hidden fees, no management overhead, and no complicated retainers.

Long-term partnerships

Stability is critical in the fast-paced digital environment. We build enduring partnerships designed for the long term, with regular strategic consultations to ensure alignment, continuous improvement, and adaptability as your business evolves.

Fully scalable

We provide the agility to handle volume spikes with ease. From seasonal peaks to product launches, we ensure your support capacity always aligns perfectly with your real-time traffic.

Our services

Outsourcing customer service

Outsourcing customer service enables organizations to reallocate resources toward core business functions and strategic growth initiatives.

Live Chat outsourcing

Provide customers with immediate, professional support through accessible real-time communication channels.

Email management

We handle all aspects of your customer email communications, delivering timely responses and maintaining service quality standards.

Marketplaces Customer Service Outsourcing

Deliver consistent, professional support across all marketplace and third-party sales channels.

Helpdesk Outsourcing

Comprehensive helpdesk and service desk solutions delivered by thoroughly trained technical support specialists equipped to resolve complex customer inquiries.

Zendesk Implementation Partner

Streamline customer communication with expert Zendesk deployment. As an official Zendesk partner, we manage end-to-end implementation, configuration, and optimization.

What customers say about us

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