iUsed Stores — Quality Refurbished hardware

iUsed is the leading refurbished Apple specialist in the Benelux, serving both consumer and business customers across the full device lifecycle, from initial purchase and in-use support through to trade-in, resale, and responsible disposal of IT equipment. Operating alongside webshops Swoop and RefurbishedDirect, iUsed is one of the largest organisations in the Benelux for the supply of certified refurbished hardware from premium A-brands including Apple, HP, Dell, and Lenovo, distributed across multiple direct-to-consumer channels.

Partnership

Byteleaders has served as the dedicated customer service partner for iUsed Stores since 2018, providing operational support across live chat, telephone, email, and Facebook, as well as the ongoing management and technical maintenance of iUsed's Zendesk customer service environment. The partnership operates on a hybrid model in which iUsed's internal team manages customer contact during standard office hours, while Byteleaders assumes full operational responsibility outside those hours, ensuring consistent, uninterrupted customer accessibility without placing extended-hours demands on the internal organisation.

Services provided

• First-line customer contact via email, live chat, telephone and Facebook
• Zendesk implementation and maintenance
• Coverage support in the event of internal staff absence.

Driving Conversion Through Extended Live Chat Availability

iUsed has maintained extended live chat operating hours for a number of years, providing customers with direct access to technical customer service from 08:00 to 22:00 for both pre-purchase product consultation and post-purchase support. This sustained availability at the point of customer intent has proven to be a measurable driver of online sales performance, reducing purchasing hesitation, accelerating decision-making, and elevating overall customer satisfaction through immediate, informed assistance.

Contact channels

• E-mail
• On the phone
• Live chat
• Facebook

Integrations

• Back Market
• Bol.com
• webshops (Shopware 6)
• Zendesk
• Training outsourced

Operational Flexibility and Internal Coverage

When iUsed team members are unavailable due to absence, illness, or leave, Byteleaders steps in seamlessly to maintain service continuity without disruption to the customer experience. Remote collaboration between the Byteleaders team and iUsed's internal organisation is facilitated efficiently through the shared Zendesk platform, ensuring full operational alignment and consistent service standards regardless of staffing circumstances.

Jip van Asperen

Director iUsed Stores

We have been working with an external customer service team from Byteleaders for years with great pleasure. Thanks to the flexible deployment, we ensure optimal accessibility for our customers.

Partnering with Byteleaders

Byteleaders provides dedicated customer service teams that manage your customer interactions comprehensively across all relevant channels, allowing your organisation to concentrate its internal resources on the core business activities that drive commercial growth. Our professionals are rigorously trained in your operations, products, and brand standards, ensuring they represent your organisation with accuracy, consistency, and the level of professionalism your customers expect. Your customer satisfaction is our primary measure of success.

Dedicated Team

Our teams operate from carefully maintained, client-specific knowledge bases, ensuring every interaction is accurate, brand-consistent, and handled with the precision your customers expect.

Flexible 24/7 deployment

Our advisors are available around the clock, with service hours configured precisely to your business requirements, providing continuous coverage without internal overhead.

Dedicated contact person

Every client is assigned a permanent Project Manager who designs, implements, and continuously refines the service solution in close collaboration with your team.

Transparent cost model

You pay only for successfully resolved tickets, with no hidden fees, no management surcharges, and no complex retainer arrangements.

Long-term partnerships

We build enduring client relationships founded on stability, trust, and shared commercial objectives, with regular strategic consultations to ensure our delivery evolves alongside your business.

Fully scalable

From seasonal peaks to product launches, our operations scale precisely in line with your real-time customer demand, ensuring service quality is never compromised by volume.

Our services

Outsourcing customer service

Outsourcing customer service enables organizations to reallocate resources toward core business functions and strategic growth initiatives.

Live Chat outsourcing

Provide customers with immediate, professional support through accessible real-time communication channels.

Email management

We handle all aspects of your customer email communications, delivering timely responses and maintaining service quality standards.

Marketplaces Customer Service Outsourcing

Deliver consistent, professional support across all marketplace and third-party sales channels.

Helpdesk Outsourcing

Comprehensive helpdesk and service desk solutions delivered by thoroughly trained technical support specialists equipped to resolve complex customer inquiries.

Zendesk Implementation Partner

Streamline customer communication with expert Zendesk deployment. As an official Zendesk partner, we manage end-to-end implementation, configuration, and optimization.

What customers say about us

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