Leave every customer with a big smile, every day


Our client, Action, is one of the most renowned discounters in the Netherlands, known for their small prices and big smiles. From household essentials to craft materials, Action has a wide variety of products that offers something for everyone. With a constantly innovative range, good quality, and busy stores: Action has built a solid reputation.  

The challenge

Action faced the challenge of providing a service outside the regular opening hours of their customer contact team, particularly in the evenings and at weekends. They needed a partner who could flexibly scale up when needed: in case of illness, during peak periods, and holidays. This flexibility was also required in the Dutch, French and German markets. We are currently extending Action’s webcare opening hours to include evenings and weekends, as well as offering webcare in three languages and in five countries. We also provided ad hoc support (call and email) for Dutch and Polish from November 2022 to May 2023. 

Enter RIFF!

Action chose RIFF because of our multilingual engagement specialists, flexible contracts, flexible hours and our Amsterdam office. We are thought leaders with experience in solving complex customer service problems for our clients. 

The approach

RIFF and Action have joined forces: evening and weekend shifts are done by a team of experts. We are also happy to step in during peak periods and can easily and flexibly scale up when needed.  


At RIFF, we are honoured to have Action as a valued customer. Together we are building a smiling customer service that excels in multilingual flexibility and limitless possibilities.

The solution

The complexity of this task was due to the need for multilingualism and flexibility for the sake of accessibility. How do you ensure that you are available to customers for more than 12 hours a day? And how do you ensure you can provide excellent customer service in multiple languages? Enter RIFF! With our team of experts, we can provide Action with a social media team and cover the desired opening hours and accessibility. 

Action and RIFF have been a close team since 2016. Since the start of the coronavirus, Action has grown tremendously in Europe and in e-commerce. This growth has naturally led to more requests and interactions across all channels that RIFF provides support on. There are still many ways in which we can expand our services for Action and create more value for Action and its customers. Only together will we be able to put a smile on their faces. 


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