Convenience for your customers, peace of mind for your brand
Outsourced Customer Service
We provide customer service, however, wherever, and whenever your customers need it. That is why the world’s most admired brands rely on us to provide highly personalized customer service solutions through our multi-channel suite of services.
Our suite of services include: customer service (via inbound phone, email, chat, SMS/MMS and social media), Social Media Management, Back Office Support, and Virtual Customer Experience Consulting.
By utilizing a nationally dispersed virtual workforce, we recruit the best-suited Brand Ambassadors (Customer Service Professionals) and tailor programs to the specific needs of each client. In addition, VIPdesk leverages a strong cutting-edge technical infrastructure.
With the tools and resources to handle every interaction, we can track pertinent contact patterns, record calls for quality control, effectively capture the voice of the customer and provide new outlets for expanding business for our clients.
Jeff Kramp, VP Technology of VIPdesk Connect is discussing VIPdesk’s cloud-based Aspect / Zipwire platform during the ACE conference in Las Vegas.
When originally formed in 1997, VIPdesk provided concierge services for luxury brands and their affluent customers. Over time, our suite of offerings expanded to include customer care for luxury retailers, hospitality, travel, consumer products, and financial services. Coupled with this expansion, our service delivery model evolved, transitioning from centralized call centers to a dynamic and flexible at-home model where we found exceptional talent and success.
After a global merger in 2010, VIPdesk led a global rollout of concierge standards for operations in 27 countries. In 2014, VIPdesk was spun-off by our CEO, Sally Hurley and formed as a new independent corporate entity.
Since 2014, we have refined our focus and provide clients with tailor-made solutions that deliver exceptional omni-channel customer service including phone, email, chat, SMS, and social.
In addition to our new focus, our purpose has changed. Essential to delivering an elevated service experience, we, as a company, must be a culture that takes care of our team. While our concierge DNA has always contributed to our service philosophy, we know what it takes to ensure our clients’ customers have positive customer experiences. Simply stated, it’s all about our team. We believe that by elevating the experience of our team members they, in turn, will deliver an amazing customer experience.
An industry pioneer in the customer service industry, we are constantly developing innovative product features and services in response to the ever changing needs of our customers, such as:
- Our uncompromised quest for finding the most talented team members for each client program which led us to expand the recruiting focus and establish the first virtual customer care solution within the Retail, Financial Services, Consumer Products, Travel, and Automotive industries.
- Developing a suite of security measures which goes far beyond the PCI standard.
- Being the first to realize that delivering exceptional customer experiences requires capabilities to serve customers through the communication channel of their choice.
- Being the first to launch a social media customer care solution.
- Taking customer experience to the next level, by developing VIP touches a suite of high-touch communication enhancements to make the interaction with the brand even more memorable (handwritten cards, welcome calls, private event management and more).
We champion the idea of a true collaborative partnership with our clients and it involves actually working and solving challenges together, as a team.
In this initial phase, we immerse ourselves in the brand to understand what makes it unique. We spend time with our clients, getting a sound understanding of their business and business philosophy. We analyze their products and services, uncovering their goals and objectives.
Next we define the job requirements and key competencies needed for success. We then analyze and discuss current business needs in order to determine the best solutions to maximize profitability; forming a sound strategy to convert customers into raving fans and boost bottom line revenues.
We then assemble the leadership team who work diligently to hire A-players matched exclusively to the brand, using our comprehensive sourcing and recruiting strategy.
Since there are no geographic limitations, we receive thousands of applications per year, giving us the opportunity to select the best of the best.
We perform background checks and a customized assessment to ensure a candidate meets a specific client’s job specifications, ensuring that the talent selected is aligned with the brand. By matching the talent with the brand, we consistently recruit and retain A-Players with reduced attrition.
Our dedicated trainers and customized training programs prepare our Brand Ambassadors to live their brand and meet or exceed the metrics specified. Our Brand Ambassadors get the customers they serve. They are into the same things and speak their language.
Once the Brand Ambassadors are in place, we train associates and configure, customize, and test the system to meet the requirements identified in the Discovery phase. We will also perform comprehensive end-to-end system testing to ensure successful integration.
During this phase, we provide a preview of the system and solicit client feedback to ensure that all of the systems are functioning optimally and that service levels are being met.
Amplify Customer Relationships
Finally, we’ll move into the daily operations and management phase. We provide our clients with a steady stream of performance data, always striving to improve processes in order to increase our clients’ bottom lines.
We ensure outstanding customer experiences by providing excellent service to both our clients and their customers.
We are on a mission to elevate the human experience.
B Corp Path
We are working diligently to become a B Corp. Certified B Corporations are purpose-driven organizations that use business as a force for good. The B Corp community uses profits and growth as a means to a greater end: positive impact for their employees, communities, and the environment. While our certification is pending, we hope to soon join the likes of companies such as Beautycounter, Patagonia, Casper, Warby Parker, Ben & Jerry’s, and more.
Our business is about elevating the customer experience. With our centralized and at-home teams, we are positioned to be a successful company while providing our team a more balanced life. Therefore, we are committed to ELEVATING the human experience—delivering positive customer experiences through team members we deeply care about.
- We hire across the US in strategic markets that allow for highly-skilled team members with a reasonable cost of living
- We support team members professional/personal growth by promoting internally and celebrate their achievements, even if that takes them to another company
- We provide thoughtful training to enable team members to grow within our organization or elsewhere
- We take hundreds of cars off the road, thereby doing good for the environment as well as the sanity of would-be commuters
- We offer flexible work schedules that allow team members to work around personal and family commitments
- We pay living wages and strive to raise this bar annually
- We offer good medical and wellness benefits and work hard to provide the best benefits possible
- We contribute to our communities by hosting charitable events throughout the year
- We have a Wellness program for the body, mind, and soul
- We are committed to doing good for our team members, clients, and customers
Our values influence everything we do with one another, our clients, partners, and our community. Our values make us a better company and help attract team members.
Authentic, Open, and Honest Communication. We work hard to share knowledge and information, both internally and with our clients, in a way that allows us to be the most successful partner and employer. We are an open book.
Proactive and Thoughtful. We strive to always be helpful and being one step ahead. We know this is an integral part of providing great service to one another, our clients and customers. This is our concierge DNA shining through.
Innovative and Resourceful. We constantly brainstorm and question the status quo to stay in tune with the ever-changing customer experience environment. VIPdesk is committed to offering clients and/or educating them on the very latest technologies. We are focused on a positive future.
Adapt and Embrace new Ideas. We offer flexible work for our team and flexibility to our clients. We believe great service and great cultures deserve an adaptable approach.
Refreshing interactions. A higher level of service comes with heightened expectations and a great team deserves positive leadership. To be the organization we want to be requires the ability to access positive energy.
We’re nothing if not passionate about what we do. And at the center of that is a culture that celebrates our diversity and brings together thinkers from all over the world. We encourage a balance of good times and excellent service.
Find out more about us on our Path to Good Podcast!
Tune in here! This podcast is available on…
VIPdesk Connect, Inc. is officially certified as a woman-owned and woman-controlled business (WBE)
CHIEF EXPERIENCE OFFICER
Sally is a fearless and bold entrepreneur with a history of building companies, raising and spending venture capital, merging with a large global brand (okay selling), managing post-merger integration (fun) and spinning-off (actual fun). With years of strategic planning, operations, and business development, she never stops!
Sally is rather obsessed with the customer experience and thinks that customer service should be easy and helpful. Umm, we think so too. We think it’s her 25 years in the concierge and hospitality industry. For that matter, she’ll happily make you an awesome dinner reservation or recommend a cool hotel anywhere in the world.
A woman of many talents; she can ride a 15-foot unicycle. It’s true, she can and she has. When she’s not working (which isn’t very often), you won’t find her on a unicycle anymore; she will more than likely be traveling somewhere fabulous with her family sailing, paddle boarding or skiing. Next trip- Croatia.
Her inspirations? Dad, a fighter pilot in WWII, Mom, bravely stayed home to raise 5, Son Eli-pure joy and would like to have 5 more just like him, her love Mo- fellow entrepreneur and her fearless and bold family, friends and team members.
OTHMAR MUELLER VON BLUMENCRON
VICE PRESIDENT OF SALES AND MARKETING
Othmar Mueller von Blumencron, born and raised in northern Germany, is not only an International Business Executive with a Ph.D., he’s also an Olympic sailor, a ballroom dancer, a major player in the high-tech industry, a father and most likely a genius. I know he may sound like a fictitious person, but I assure you he is not. He is real and so are his accomplishments.
Othmar has the unique ability to identify new market opportunities for his clients and capitalize on them with lasting financial returns. He is passionate about Loyalty Marketing, Consultative Sales, Business and Product Development. Throughout his multifaceted career, he initiated, managed and implemented major strategic initiatives in Europe, the US, and other Global markets within the New Media, Internet, Customer care, Lifestyle, and Loyalty Marketing industries.
Besides closing some landmark deals and being an extremely gifted Olympic athlete (who has won competitions across the globe), he is a true family man who loves his kids and wife unconditionally – his two pet birds, a cute gerbil, and his spiky green iguana. He’s honest, kind, social and has the best last name, ever. Try to find someone who doesn’t like him, just try.
DIRECTOR RECRUITING & SYSTEMS
Maggie Piper-Presing is our insightful guru that consistently matches the right person to the right position for the right client program. She’s so good at it, it’s almost supernatural.
Maggie has spent the last 8+ years in talent acquisition and is amazing at finding the most elite Brand Ambassadors. She oversees a team of recruitment professionals and works closely with clients and Client Managers to find the right people and she does it with passion, energy and dedication. She is always working on ways to enhance the candidate experience, but never sacrifices on quality!
Maggie has an insatiable thirst for knowledge, as evident with her diverse background, world travels and passion for documentary films.
VICE PRESIDENT OF OPERATIONS
Valerie Burns is an extremely organized person who gets things done. She has many years of experience in expanding and maintaining virtual call centers for clients in varying industries.
Her primary focus is to manage clients day to day business which includes customer relationships, performance and acquiring new business. Beyond her organizational skills, she has impeccable management skills and execution is her passion. It shows, because she always gets things done on time and on target.
Perhaps her secret to being so organized is the fact that she starts her day before the sun rises or maybe the dark reminds her of Alaska where she lived for 21 years. Either way, she does like her down- time and enjoys quilting, jogging and reading with her Golden Retriever, Max and her Calico Cat, Ms. Kitty.
VICE PRESIDENT OF TECHNOLOGY
Jeff Kramp has come a long way since owning his first Commodore 64. His intrinsic love and skill for technology has led him from a support role to developer and now he reigns the title; Vice President of Technology, which he wears very well.
With the amount of major and successful implementations he’s led, its a mystery whether or not he ever sleeps.
When he’s not being a tech junky you will find him traveling (more than likely to Las Vegas), cooking (vegetarian style) or camping with his family.
VICE PRESIDENT OF PEOPLE AND CULTURE
Jennifer Vinciguerra embodies the word humanity and reveals her own each and every day. Her motivation and developmental skills help others to experience their own ‘aha’ moment, which is what continues to drive her passion for employee development and HR as a whole.
She’s not just incredibly positive and patient, she’s really smart too. She holds a bachelor’s degree in Neuroscience and Psychology and recently graduated with her Master’s in Organization Development from American University. Additionally, she has over 10 years of progressive experience in Human Resources, Strategic Planning and Project Management.
Jennifer is great at multi-tasking and no matter what she’s doing, she’s probably listening to a podcast. Oh and if you see her eating a Chipotle burrito, don’t ask for a bite. She is obsessed with them and probably won’t share.
We are proud to partner with an impressive array of leading, luxury and lifestyle brands. As more companies look to outsource customer service, they are demanding providers have experience in their industry with proven expertise to meet their unique needs.
We understand your industry.
Because our client-partners are leaders in their industries, we make it our business to learn about yours, no matter what industry you’re in. We also recognize that each of our clients faces a unique set of challenges and opportunities, and we embrace every chance to learn about and stay at the forefront of the issues in the industries we serve. Learn about our industry affiliations.
We serve many of the world’s leading luxury brands, specializing in beauty, fragrance, fine jewelry, watches, eyewear, footwear and more. The foundation of a true luxury brand is defined by exceptional service that is where VIPdesk Connect comes in.
We have a proven track record of offering experiences that are unique and adapted to the individual needs of our sophisticated client-partners.
We provide amazing, talented people the opportunity to live the brands they love across all channels. Whether your customers choose to interact with your brand on the phone, through chat, social media or email, they will receive the same amazing experience at each and every touch-point.
Whether your clients choose to shop in your upscale department store, boutique or online, we know that the same superior service must be experienced at each critical touch-point. We make your customers’ virtual experience as fabulous as the in-store experience.
We know that providing superior service is the foundation of building long-term relationships between financial institutions and their customers. We also know that security and compliance is critical in securing your customers data, that is why our specially trained elite brand ambassadors are extensively trained in policies and procedures to ensure the utmost privacy of their personal and financial information. You can rest assured your customer data will remain safeguarded, as we are committed to your security—from our highly trained team to our tier 1 PCI compliance.
Our financial services include, but are not limited to: account information and servicing, billing inquiries, customer care support, customer loyalty programs, upsells and cross-sells, payment reminders and back office support.
We know that providing superior service is the foundation of building long-term relationships between financial institutions and their customers. We also know that security and compliance is critical in securing your customers data, that is why our specially trained elite brand ambassadors are extensively trained in policies and procedures to ensure the utmost privacy of their personal and financial information. You can rest assured your customer data will remain safeguarded, as we are committed to your security; from our highly trained team to our tier 1 PCI compliance.
Our financial services include, but are not limited to; account information and servicing, billing inquiries, customer care support, customer loyalty programs, upsells and cross-sells, payment reminders and back office support.
We are committed to drive customer satisfaction and loyalty by providing superior service for the world’s leading luxury automotive brands. Our team of brand ambassadors have the knowledge and expertise to help accelerate customer retention in this highly competitive industry.
Our outsourced automotive services include, but are not limited to: automotive sales and support, loan account information and servicing, as well as automotive consulting.
We have extensive experience supporting membership services companies and know what it takes to maintain loyal members in any membership, continuity or subscription program. We will provide a dedicated team of elite brand ambassadors that not only knows your products and/or services inside and out—but also will provide superior service and support, keeping them loyal and committed to your program.