Customer Service & Customer Experience
Service standards, procedures, ticketing tools and satisfaction measurement (NPS, CSAT) for customers who come back and recommend you.
What it is
Keeping a customer costs five times less than winning a new one, and in the age of Google reviews and Facebook groups a poor experience becomes public within hours. Our customer service and customer experience (CX) consultancy builds the system through which every interaction – phone, e-mail, WhatsApp, chat, at the counter or on delivery – is consistent and solves the problem first time. We map the customer journey, define service standards and response times, write procedures for frequent situations (complaints, returns, delays), implement a ticketing tool or unified inbox and set up satisfaction measurement through NPS and CSAT.
Benefits
Customers return and recommend you, which lowers acquisition cost and raises lifetime value. Complaints fall because recurring problems are fixed at source, and those that do arise are handled quickly and consistently. Online reviews improve, with a direct effect on sales and local SEO. The team has clear rules and no longer improvises under pressure. And management sees, monthly, the indicators that matter: response time, resolution rate, NPS, complaint reasons.
How we work
We start with a 1-2 week diagnosis: interviews with customers and staff, analysis of complaints and reviews, mystery shopping. We deliver the action plan, then implement the standards, procedures and tools within 4-6 weeks, with staff training. We track the indicators for three months. Pricing starts at EUR 249.
Who it's for
- Online shops and retailers with a high volume of interactions
- Clinics, salons, restaurants and local services that depend on reviews
- B2B service firms with recurring contracts
- Companies with frequent complaints or negative reviews
What's included
- Customer journey mapping and critical touchpoints
- Service standards and response times per channel
- Procedures for complaints, returns and difficult situations
- Ticketing / unified inbox implementation (Freshdesk, Zendesk, HubSpot)
- Satisfaction measurement: NPS, CSAT, reviews
- Communication scripts and guides for the team
- Hands-on training and mystery shopping
- Monthly CX indicator dashboard
How we work
- 1
Diagnosis: interviews, complaints, mystery shopping
- 2
Action plan and service standards
- 3
Implementation of procedures and tools
- 4
Team training
- 5
Measurement and optimisation for three months
Deliverables
Recommended packages
Packages that already include Customer Service & Customer Experience or complement it, with fixed prices and clear deliverables.
Start-Up Pack
For first-time founders: from idea to a working company, with everything set up properly.
One-time payment · excl. VAT
We register the company, choose the right activity codes, set up the bank account and working tools and explain your first-year tax obligations. You leave with a 90-day action plan and an hour of business consulting so you start with direction, not just paperwork.
- Company registration with the Trade Registry: name reservation, articles, filing
- Guidance on activity codes and the right tax regime
- Assistance with opening the bank account and electronic signature
- Google Workspace or Microsoft 365 set-up (e-mail on your own domain)
- Recommendation and initial set-up for accounting and invoicing
- Guide to first-year tax obligations and deadlines
- 90-day action plan for winning your first customers
- 1 hour of business consulting with a senior consultant
- 10% discount on your first website order
Business Plan Pack
For bank loans, investors or grant applications: a plan that gets past the committee.
One-time payment · excl. VAT
A complete business plan with market analysis, strategy, 3–5 year financial projections and risk scenarios, written in the format your bank or funding programme requires. Two working sessions with you and delivery in 10 working days.
- 2 working sessions (discovery + validation) with a senior consultant
- Market, competition and positioning analysis
- Business model, marketing and sales strategy
- 3–5 year financial projections: P&L, cash flow, break-even
- SWOT analysis and risk scenarios
- Format adapted to the bank's or funding programme's requirements
- 10-slide executive presentation (pitch deck)
- 1 revision round after the funder's feedback
- Delivered in 10 working days, in RO or EN
Growth Advisory
For managers and founders who want a consultant alongside them month after month, not just a report.
Subscription · excl. VAT
A senior consultant who knows your business and helps you make the right calls: monthly strategy sessions, analysis of the numbers, project prioritisation and direct access between meetings. The first 30 minutes are free, so we can see whether we are a good fit.
- 4 hours of consulting per month (on site or online)
- Monthly dashboard with your key business indicators (sales, margin, cash)
- Quarterly objectives plan with monthly progress reviews
- Direct WhatsApp/e-mail access between sessions, replies within 24 h
- Analysis and recommendations on pricing, processes and team
- Access to our partner network: accountants, lawyers, funders
- 15% discount on any other MATEGEO service while subscribed
- No long-term contract – month to month
Related services
Services from the same division that clients usually combine with this one.
Frequently asked questions
Didn't find your answer? Message us on WhatsApp or use the contact form.
What EU funding is available for my company in 2026?+
In 2026 there are still open calls under the Regional Programmes (North-East, North-West etc.) for digitalisation and equipment, the Recovery and Resilience components for SMEs, national schemes such as Start-Up Nation and Micro-industrialisation, plus programmes for the Republic of Moldova. We run a free eligibility pre-assessment within 48 hours, and project writing starts at 590 EUR (EU Funding Pack), with a success fee only on approval.
How much does a business plan cost and how quickly is it ready?+
The Business Plan Pack costs 349 EUR and is ready in 10-14 working days: market analysis, 3-5 year financial model, cash-flow forecasts, SWOT analysis and a presentation for the bank or investors. For plans required by funding programmes we use the exact structure and scoring grid of that call, so the project scores as highly as possible at evaluation.
Can you help me set up a company in Romania or the Republic of Moldova?+
Yes. The Start-Up Pack (199 EUR) covers advice on the legal form, business activity codes, preparation of the Trade Register file, tax registration and the initial set-up of accounting and e-invoicing. For the Republic of Moldova we work through our sister company in Chișinău, and for Romanian citizens in Italy we offer complete remote assistance, including notarised power of attorney.
What does “digital transformation” actually mean for an SME?+
It means replacing paper, parallel spreadsheets and lost messages with a clear workflow: a CRM for customers and quotes, electronic invoicing integrated with the national e-invoicing and SAF-T systems, electronic signatures, stock management and automated reports. We start with a 2-3 day process audit, deliver a roadmap with priorities and costs, then implement in stages so your team does not stall during the transition.
Ready to take your business to the next level?
Get a free analysis and a concrete proposal within 24 business hours. No obligations.