Elevating Customer Support To New Heights: How Deel Achieves Industry-Leading Customer Satisfaction

Discover how Deel sets the standard for exceptional customer support.

Phil Dean
Written by Phil Dean
April 18, 2024


At Deel, we believe that exceptional customer support forms the backbone of effective global HR and payroll management. Our journey to becoming the leading all-in-one HR and payroll platform for global teams is marked by constant innovation and a deep commitment to our 25,000+ clients. We're excited to share some key improvements and milestones that exemplify our dedication to excellence.

Celebrating Stellar Trustpilot Scores

We are thrilled to announce two monumental achievements, a 4.8 rating on G2 and a 4.9 rating on Trustpilot. These scores reflect our unwavering dedication to providing superior customer service and support. Each positive review fuels our commitment to being your go-to partner for all things HR-related.

Expanding Our Support Channels

We recently began rolling out instant video and inbound phone support as part of our broader strategy to provide full-spectrum support across all possible channels. Our live chat tool is exceptionally effective, resolving 91% of customer issues at first contact, and our support is available 24/7, ensuring that help is always just a moment away. We also offer real-time assistance through our Slack integration, reinforcing our commitment to accessibility and immediate response.

Revolutionizing KYC with Live-Video Verification

We also updated our “Know Your Customer” (KYC) refresh process, introducing live-video verification to provide customers with quick and secure account access. The new process typically takes less than two minutes to verify a customer, excluding any time required for escalation in cases where verification is unsuccessful. This efficient process not only speeds up verification but also enhances security, ensuring that you can focus on your business without unnecessary delays.

Streamlining Issue Resolution

We’ve significantly cut down the time it takes to resolve issues. Most customer issues are resolved in one hour, and 90% of all issues are solved within just 13 hours, thanks to scheduled video calls—a sharp improvement from the previous 50 hours. 

We’re committed to efficient processes and this is evident in how we help EOR employees and contractors, not just employers. Our chat support reflects our dedication to quick service, with all cases usually resolved in under six minutes. This focus helps us ensure that we’re effectively solving problems, not just making initial contact.

Our efforts are paying off—93% of our Enterprise customers report being satisfied with our service. This high satisfaction rate is supported by smooth communication tools like Slack and instant live video support, which help us provide comprehensive assistance to our diverse, global workforce.

A New Escalation Process for Enhanced Customer Experience

We've implemented a company-wide escalation process that allows every team member to address client concerns proactively. This approach has significantly reduced addressable churn and improved customer satisfaction by enabling swift responses to any service hiccups.

Our reactivation rate is currently an impressive 50%. That means half of our customers come back to Deel within 12 months if they ever churn. The industry rate is typically considered solid at around 25% - this speaks volumes to our amazing customer support and product team.

Continuous Improvement and Client Commitment

Our journey doesn't stop here. As we continue to grow and evolve, our focus remains on enhancing our platform and services to meet and exceed the expectations of our diverse, global client base. At Deel, we're more than just a service provider - we're your partner in navigating every aspect of managing a workforce, from onboarding, compliance and performance management, to global payroll, HRIS and immigration support.

The best way to reach us is by live chat. We have agents available 24/7 to help you.

If you don't have an account yet with Deel or don't have time for a live conversation, you can send us a message and we'll assist you as soon as we can.

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