Customer Umbrella

Customer Umbrella is an outsourcing company that provides customer service and customer support operations. The company is presented as headquartered in Varna, Bulgaria, and states operations in more than 20 countries with support in 55 languages for over 50 businesses worldwide. The business type is outsourced customer support and contact centre services with an emphasis on multilingual, 24/7 coverage and support across multiple channels.

Services and capabilities

• Live chat support: provision and staffing of live chat channels integrated with client websites and support platforms.
• Email and helpdesk management: triage, ticketing and resolution workflows delivered through standard helpdesk systems.
• Voice/VOIP and call centre outsourcing: inbound and outbound call handling, including dedicated agents and B2B calling programs.
• Player and gaming support: dedicated support for player inquiries, account issues, in-game incidents and platform-specific workflows.
• Multichannel social and messaging support: handling customer interactions via social media, WhatsApp, Viber, Discord, Skype and similar channels.
• Support operations and back-office services: onboarding and training of agents, quality assurance roles, data entry and basic software support or integration tasks.

Industry focus

• Gaming: operation of player support programs, moderation of player communications, account and billing issue resolution, and channel-specific support for gaming platforms.
• Software and SaaS: helpdesk ticket handling, user onboarding support, in-app support and first-line technical assistance.
• E-commerce and online services: order and payment inquiries, chargeback and payment data handling under PCI DSS requirements, and customer lifecycle support.
• B2B and enterprise services: outbound B2B calling, dedicated agent programs and service-level agreement (SLA)-driven support operations.

Technology and delivery approach

• Omni-channel integration: support across email, live chat, in-app messaging, VOIP, social media and messaging apps with stated ability to integrate with major CRM systems.
• Compliance and security: stated adherence to GDPR and PCI DSS Level 1 standards for data protection and payment data handling.
• Operational model: 24/7/365 staffing, scalable teams that can expand or contract with client load, and provision of a quality assurance specialist plus a customer success manager with each team.
• Onboarding and training: structured candidate selection, project-specific training periods (up to two weeks offered), and a go-live timeline described as under 30 days in typical scenarios.
• Workforce practices: use of bilingual agents (English plus a second fluent language), internal retention programs and bonus structures intended to reduce agent turnover.