Do you provide 24/7 outsourced social media monitoring and customer support?

Yes. We provide 24/7/365 outsourced social media customer service across Facebook, Instagram, Reddit, X, TikTok, LinkedIn, and WhatsApp — ensuring customer complaints, queries, and brand mentions are monitored and responded to in real time, every day of the year.

How do you handle customer complaints on social media through outsourced support?

Our outsourced social media customer service team responds to public complaints directly, in your brand voice, using structured escalation workflows and sentiment tracking to resolve issues before they spread. Every interaction is guided by your brand guidelines, service policies, and defined escalation paths, ensuring consistent, on-brand complaint handling across all social channels.

Do you provide both social media customer support and social listening/monitoring?

Yes. Our outsourced social media customer service covers both functions: proactive social listening and monitoring to catch customer complaints and brand mentions early, and direct customer support to respond, resolve, and escalate issues across all social channels. The two work together, monitoring identifies issues, and support resolves them before they escalate publicly.

How do you manage escalation when a customer complaint goes viral or becomes sensitive?

We implement defined escalation workflows within your outsourced social media customer service operation, ensuring that sensitive complaints, high-risk mentions, or rapidly spreading issues are escalated internally and responded to publicly in a controlled, on-brand way. Response speed and tone consistency are central to how we handle escalation across all platforms.

What languages can your outsourced social media customer service team support?

We provide multilingual outsourced social media customer service across 20+ languages — aligned to your customer base and global market requirements. Our distributed teams across Europe, Asia, the Americas, and the Philippines give you genuine local and cultural fluency, ensuring customer complaints are handled in the right language, tone, and context at scale.

How do you handle data protection and compliance in outsourced social media customer service?

Security and compliance are embedded into every layer of our outsourced social media customer service operations. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR, and our processes, platform integrations, and agent training are built to protect sensitive customer data across all social channels and markets.

How quickly can you launch an outsourced social media customer service team?

Timelines depend on scope, platform coverage, and the complexity of your escalation requirements, but our onboarding model is designed to get your outsourced social media customer service team live quickly, without compromising brand alignment, response quality, or escalation structure.

Customer experience outsourcing

Customer experience outsourcing services for consistent, scalable CX

Deliver consistent, high-quality customer experiences across every channel and market.

We design and deliver end-to-end outsourced customer experience operations across voice, chat, email, and social — helping you scale CX capacity while maintaining quality, consistency, and full operational control.

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We assess fit in 20 minutes and reply within one business day.

Customer support agent smiling at the camera.

93%

Positive customer sentiment

24/7/365

Support across all customer channels

84%

Omnichannel SLA adherence

Delivering consistent, high-quality outsourced customer experience operations at scale

Industries we provide outsourced customer experience services for

We provide outsourced customer experience services for scaling and global companies that need consistent, high-quality CX across channels, markets, and every customer touchpoint.

Health Tech & Wearables

Smiling man in gym attire with towel around neck sitting on exercise equipment while looking at his smartphone, wearing wireless earbuds.

SaaS & Technology

Man using virtual reality headset at a desk with colleagues in a modern office.

FinTech

Person holding a smartphone displaying 'Payment completed' near a card payment terminal at a store.

Retail & eCommerce

Two people sitting close together browsing a tablet showing a sale up to 80% off on clothing items.

Our outsourced customer experience operations are built for multi-channel customer journeys where brand consistency and CX quality are non-negotiable.

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We assess fit in 20 minutes and reply within one business day.

80%

Quality recovery rate on first escalation

Operating in 4 continents around the globe

85%

Staff retention rate vs. 55–70% industry average

20+

Over 20 languages spoken by our team

Customer experience outsourcing across every touchpoint

Otonomee business locations on a world map.

Global outsourced customer experience coverage, with local expertise

Our outsourced CX teams operate across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US — delivering customer experience outsourcing across global markets with genuine local and cultural fluency.

Brand immersion, not just outsourced CX agents

We integrate into your product, systems, and customer lifecycle workflows from day one so your outsourced customer experience team operates as a true extension of your brand, not a detached third party.

Outsourced CX built for multi-channel customer journeys

Designed for businesses that need consistent, high-quality outsourced customer experience delivery across voice, chat, email, and social — without managing the operations themselves.

Multi-skilled CX teams

Agents trained across all channels to reduce hand-offs, eliminate friction, and deliver seamless, consistent customer interactions at every touchpoint.

Remote-first outsourced CX talent

Experienced agents — none with less than two years in customer experience operations — equipped to handle complex, high-impact interactions across global customer bases with low attrition and high consistency.

Our security philosophy

Otonomee protects your data, your people, and your customers through industry-recognised controls, continuous monitoring, and world-class certifications.

Security is fundamental to customer trust and continuous service excellence. As a remote-first, global operator, we embed security at every layer — people, process, and technology.

We protect data wherever it lives, with safeguards that meet or exceed modern compliance expectations.

ISO/IEC 27001:2022

Internationally recognised standard for information security management, demonstrating a systematic, risk-based approach to protecting data.

GDPR

Fully compliant with EU data protection regulations, safeguarding personal data with transparency, accountability, and privacy by design.

PCI DSS Certified

Certified to protect cardholder data through rigorous security controls, ensuring safe and compliant payment processing environments.

HIPAA

Aligned with strict U.S. healthcare data protection requirements, ensuring sensitive health information is handled securely and responsibly.

High-quality customer experience outsourcing across the full customer journey

High-quality outsourced CX operations, brand-aligned across every customer touchpoint

Consistent customer journey design and optimisation across your outsourced CX operation

AI- and tech-enabled performance insights built into every outsourced customer experience engagement

Global outsourced CX coverage with genuine local market and cultural sensitivity

Proven experience delivering outsourced customer experience in trust-driven and regulated sectors — including HealthTech, FinTech, and SaaS

Why choose Otonomee

‍

Otonomee was purpose-built as a remote-first BPO in 2020, before remote became the default. That means our agent talent pool spans 4 continents and 20+ languages by design. It's also the structural reason our retention rates outperform legacy BPO benchmarks.

“Otonomee has been instrumental in supporting Mobility Mojo’s growth, delivering exceptional customer service that reflects our mission of inclusivity. Their team consistently exceeds expectations with their professionalism, adaptability, and dedication to quality. As our business has evolved, Otonomee has shown remarkable flexibility, seamlessly adapting to our changing needs. Their partnership has been a true asset, enabling us to focus on innovation while ensuring our customers receive outstanding support.“

Stephen Cluskey

CEO and Co-Founder at Mobility Mojo

Read success story

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Our Partners

A structured approach to customer experience outsourcing

We take a structured, hands-on approach to building and scaling outsourced customer experience operations. From discovery to go-live, we work alongside your team to ensure a smooth transition, strong brand alignment, and consistent performance from day one.

Book a 20 min discovery call

[ { "title": "Discovery", "description": "We understand your customer journeys, channels, and experience gaps — mapping the expectations your outsourced CX operation needs to meet across markets, customer segments, and touchpoints." }, { "title": "Design", "description": "We design your outsourced customer experience operation end to end — aligning teams, processes, and touchpoints to deliver consistent, high-quality CX across every channel." }, { "title": "Implementation", "description": "We set up the full outsourced CX environment, including systems integration, workflows, reporting, and governance frameworks to ensure consistency and control at scale." }, { "title": "Training and Nesting", "description": "Our teams are trained on your brand, customer journey, and tone of voice, followed by a supported nesting phase to ensure quality before launch." }, { "title": "Go live/Deliver", "description": "We launch with a controlled rollout and continuously optimise performance, improving customer experience as your business grows." } ]

Frequently asked questions

Still have questions?

Talk to a CX specialist and explore how Otonomee can support your growth.

Book a 20 min discovery call

We assess fit in 20 minutes and reply within one business day.

What does outsourced customer experience services typically include?

CX outsourcing with Otonomee covers end-to-end customer experience operations across voice, chat, email, and social channels. This includes customer support, technical support, quality assurance, performance reporting, and continuous optimisation — all delivered by a fully embedded outsourced CX team aligned to your brand, SLAs, and customer expectations.

How do you maintain consistency across an outsourced customer experience operation?

We embed your brand guidelines, tone of voice, and QA processes into daily operations from day one. Structured training, performance monitoring, and regular calibration ensure your outsourced CX team delivers a consistent customer experience across every channel, market, and interaction volume.

How do you measure and report on outsourced CX performance?

We track KPIs including CSAT, response times, first contact resolution, and SLA compliance, with transparent reporting built into your outsourced customer experience engagement. Performance data is shared regularly and used to drive continuous optimisation across your CX operation.

Can you deliver outsourced customer experience across multiple global markets?

Yes. We provide multilingual, 24/7/365 outsourced CX coverage with teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US, giving you global reach with genuine local and cultural fluency aligned to each market.

How are you different from traditional CX outsourcing providers?

Unlike traditional CX outsourcing providers, our remote-first model is built around quality, flexibility, and genuine brand partnership — not volume-driven call center delivery. Our outsourced customer experience teams embed directly into your brand, tools, and workflows, operating more like an in-house team than an external vendor. The result is higher retention, lower attrition, and more consistent CX outcomes.

How do you handle compliance and data protection in an outsourced CX environment?

Security and compliance are embedded into every layer of our outsourced customer experience operations. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR — and our infrastructure, processes, and agent training are built to protect sensitive customer and client data across all channels and global markets.

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Partner with an outsourced CX specialist

Share your CX challenges and goals, and we'll design an outsourced customer experience solution that improves performance, consistency, and efficiency across your entire customer operation.

Why partner with us?

Outsourced CX built for the future: Purpose-built for flexible, resilient customer experience delivery, designed from day one to scale with your business and your customers.
Remote-first outsourced CX talent: Low attrition, highly skilled professionals — no physical call centers, no big-city overhead built into your contract.
Tailored tech with a human touch: We blend experienced outsourced CX agents with AI-assisted automation, removing repetitive interactions so your team focuses on the high-value moments that build customer loyalty.
Bespoke outsourced customer experience solutions: Fully omnichannel, AI-supported CX delivery across voice, chat, email, and social, tailored to your brand, markets, and customer journey.