“I stay because good answers build real trust in seconds.”
Sophie, Customer Support Agent (French)
Who are we?
Digital Customer Care Company is an outsourced customer support provider based in Amsterdam, the Netherlands. We were founded in 2014 with a straightforward idea: that the companies handling customer support best are the ones that treat it as an operational discipline rather than an afterthought.
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Native speakers in 8 languages
Under 3% agent turnover
Teams of every size choose us when they want customer contact that is consistent, multilingual, and run as a real operation—not an afterthought. That includes fast-growing online retailers scaling their first outsourced team as well as established organisations with high contact volume. UNICEF, Makelaarsland, EP, Hewlett Packard Enterprise, and Hogeschool van Arnhem en Nijmegen are among the clients we support.
“Although HPE has been offering digital customer contact on its sites for 10 years, we knew the channel could be used even more effectively. I hired Digital Customer Care Company because of their expertise in digital customer contact and their rich experience with this channel. At the end of the consultancy process, the number of leads from chats had increased by 108% compared to the start of the project. This is a fantastic result!”
– Peter Luijbregts
Senior Director Marketing Operations
Hewlett Packard Enterprise
Every agent is KSF-certified. We score every interaction through our quality framework, in real time on our platform—the same QA data you see in your client dashboard.
Native speakers in 0 languages
0.0% CSAT
Under 0% agent turnover
0/7 across all channels
Careers
What draws people to this work
I want work where I can turn someone's day around.
Customer service is a craft: staying calm under pressure, writing clearly, and being stubborn about a fair outcome. These are the kinds of motivations we see in people who thrive in contact centres — including ours.
View open roles →
“The best moment is when someone I've coached handles a difficult case with real confidence.”
Marie, Teamleader French team
“Clear process means I can help people faster, every single time.”
David, Technical support agent (French)
“Most issues come down to clear steps — I walk customers through them in English every day.”
James, Technical support agent (English)
“I start every chat assuming the customer is having a hard day — that shapes how I write back.”
Yuna, Customer Support Agent (German)
“Before I hit send, I read my reply once as the customer — if it sounds fair and human, it's ready.”
Emma, Customer Support Agent (Dutch)
We specialise in two areas. For ecommerce brands — from fast-growing Shopify merchants to established international retailers — we manage the full scope of customer service: email, live chat, telephone, social media, and WhatsApp, in up to eight languages, around the clock. For hardware and machine manufacturers and software vendors, we provide first-line technical support with structured escalation paths that protect engineering teams from first-line volume.
Dutch is our home language. Our agents are native speakers across all eight languages we support — Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic. We have been at this for over a decade. Our annual agent turnover rate is under 3%. The team that learns your business stays with your business.
How we work
We fix processes before we run them. Every new engagement begins with a process audit — we review how your operation works today, identify where customers experience friction, and propose improvements before we go live. We build a knowledge base from your product documentation, train agents on your tone of voice and procedures, and integrate with your existing platforms. We do not go live until agents can handle your most common contact types accurately and independently.
Our quality framework scores every agent interaction across more than 20 checkpoints — response time, accuracy, tone, empathy, resolution quality — at every hour of the day, in every language. We contact you proactively when something warrants attention rather than waiting for you to notice.
We built Hermes, our contact centre platform — handling email, live chat, telephone, social media, and WhatsApp in a single interface, with AI built in and integrations with Shopify, Amazon, Bol.com, Magento, and WooCommerce. We built it because owning the platform gives us operational control that providers using third-party tools do not have. We can adapt it to how your operation works rather than asking you to adapt to how our tools work. You log in and see your own real-time dashboard — contact volume, response times, CSAT scores, and QA data, updated continuously. The same data we use.
Who we work with
Our ecommerce clients are online retailers and consumer brands — typically handling between 100 and 5,000 customer contacts per month — who need their customer service to scale with their growth without losing quality. Many are entering new European markets and need native-language support from day one. Some are overwhelmed by peak season volume. Some have lost a key support hire and need an operation that does not depend on any one person.
Our technical support clients are hardware and machine manufacturers and software vendors whose engineering teams are too valuable to spend on first-line support. They need structured escalation, multilingual coverage across European markets, and a first-line operation that resolves the majority of contacts without involving their specialists.
We work best with clients who see customer support as a strategic function rather than a cost to be minimised — and who want a partner that is transparent, proactive, and accountable for outcomes rather than just activity.
Ready to meet us properly?
Tell us about your operation — channels, languages, volume, and where things are under pressure. We will come back with a straight answer on how we would run it.