Outsourcing works! at
KEEN Footwear
KEEN Footwear is an innovative footwear brand that prioritizes comfort, functionality, and durability in every design. Established in 2002 in Portland, Oregon, the company has built a reputation for creating rugged and versatile footwear solutions. KEEN's product portfolio spans sandals, hiking boots, and sneakers engineered for both outdoor adventures and everyday use.
Each product reflects a commitment to modern design aesthetics combined with premium materials built to withstand rigorous conditions. Sustainability serves as a cornerstone of KEEN's operations, with the company implementing environmentally responsible production processes and eliminating harmful substances such as PFAS from their manufacturing. Beyond environmental stewardship, KEEN demonstrates active engagement in social responsibility initiatives and community projects across the globe.
Partnership Overview
Byteleaders has served as the comprehensive European customer service provider for KEEN Footwear since 2024, delivering what the brand refers to as "Fan Service." With primary operations concentrated in Germany, we provide specialized German-language support alongside our multilingual capabilities. Our team oversees the complete implementation and ongoing management of KEEN's Zendesk customer service platform.
Services Delivered
Sustainability-Driven Return Prevention
Sustainability represents a core value for KEEN, reflected in their environmentally responsible production processes, elimination of harmful substances such as PFAS, and commitment to reducing logistics emissions. In alignment with these sustainability objectives,
Byteleaders has developed a proactive call service that contacts customers who have ordered multiple pairs of the same shoe model. This personalized consultation enables our team to provide expert sizing guidance, effectively preventing unnecessary returns and reducing the associated environmental impact.
Adaptive Capacity for Seasonal Demand
A distinguishing characteristic of KEEN's Fan Service is our ability to accommodate seasonal volume fluctuations, particularly during peak spring and fall periods. Our flexible service model enables dynamic staffing adjustments that maintain consistent service quality standards while efficiently managing demand variations.
Communication channels
- E-mail support
- Outbound telephone consultation
Platform Integrations
- Shopify e-commerce platform
- Zendesk customer service platform
Maintaining Current Product Expertise
KEEN introduces new collections each season, requiring continuous knowledge updates for optimal customer support. Byteleaders' customer service representatives receive regular training sessions on the latest product releases and company developments, establishing our team as a seamless extension of KEEN's organization. Given that KEEN products serve specific medical applications, our team participates in ongoing briefings and collaborative sessions to ensure customers receive accurate, specialized product recommendations tailored to their individual needs.
Permanent customer service team
At Byteleaders, KEEN has a permanent team of German-speaking customer service representatives, which contributes to the high quality and fast handling of customer requests. The team members distinguish themselves through their positive and professional attitude towards consumers.
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
We've been working with Byteleaders' external customer service team for years, and we're very pleased with it. Thanks to their flexible deployment, we ensure optimal accessibility for our customers.
Jip van Asteren
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