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ABOUT US

GoCloud.group is an international BPO company (Business Process Outsourcing) based in Sarajevo (BiH) and Novi Sad (Serbia), with footprint in the countries of Southeast Europe (Bosnia and Herzegovina, Serbia, Macedonia, Kosovo, Montenegro & Albania).
We provide BPO services to European and US companies, in the fields of call centres, customer support, human resources, data processing, research, IT, digital marketing, PPC, SEO, website design, graphic design, video and photo editing, social media marketing, finance and administration.
Founded in 2015, we have become pioneers of virtual customer care. We are a leading provider of multilingual and omnichannel virtual customer support from Southeast Europe for global companies.

Our services

You can count on our support in your business activities. Whether it is front office or back office services, we will deliver these services at the highest level.

Customer care

  • Call center
  • Receiving orders
  • Ticket processing, emails - omnichannel
  • Project management

Finances and accounting

  • Company administration
  • Payroll

IT Outsourcing

  • Procurement and maintenance of IT software
  • Software Development
  • Outsourcing of ongoing IT services (mainframe hosting, desktop support, telecommunications installation and maintenance)

Technical documentation

  • Preparation of external documentation
  • Translations
  • Proofreading

Human resource management

  • Recruiting
  • Staff leasing
  • HR
  • Human capital management
  • Workforce management
  • Consulting

Data processing

  • Data entry
  • Digitization of data
  • Data mining
  • Statistical analyzes

Digital Marketing

  • Social Media Marketing
  • Pay Per Click and SEO
  • Content writing and Copywriting
  • Google My Business
  • Branding

Education/training (e-learning)

  • Development of E-Learning content

Web Development and Design

  • Video and Photo editing
  • Logo and Header design
  • Website creation and design
  • Chatbots and Webshops
  • Graphic design

Our flexible services allow us to respond quickly to changes in your industry, providing cost-effectiveness and an improved user experience. Omnichannel is one of the segments with which we manage to achieve these things.

  • TELEPHONE COMMUNICATION
  • Chat
  • Self-Help
  • E-mail
  • Social media

Today, digital channels such as email, chat, social or in-app messaging, prestige voice communication. It is true that, although fast communication requires a variety of channels, the phone still remains an important tool for solving complex problems.

Chat is no doubt booming. In fact, users under the age of 55 have chosen chat as the best channel for customer support.

Self-help is the most efficient module to help your customers, which also saves time and money. The Self-Help user channel is of strategic importance to your business. According to a Forrester survey, 79% of users would rather use self-help tools than use other channels.

Together with you, we can very quickly set up a knowledgebase for your users.

Clients want personal contact. Aside from the phone, email communication alone provides that kind of experience. E-Mail is and remains your client's top communication channel.

There are currently over 2,500,000,000 social network users in the world. This is the first choice in contact with you, especially for younger clients.

Confidentiality and data protection

Confidentiality and data protection are our highest priority and we have been successfully implementing this for many years. Our data protection concept has been tested by all our clients working in the European Union.

GoCloud has technical and organizational measures, which are in line with the GDPR. Our lawyer is a certified person for personal data protection in the Republic of Serbia. Our technical solution of the work @ home platform, is also GDPR compatible.

Our clients

Due to non-disclousure intrests, we do not want to disclose the names of our clients publicly. It is very important to us that, in cooperation with us, our clients feel comfortable, and do not get the feeling that we are gambling with their reputation and all their achievements.

We would rather briefly describe what we do in which campaign:

Leading publishing group
in Germany

VOICE - E-MAILS
Subscriber support
Delivery complaint
Interruption of delivery
Complaints management

Large media group
in Germany

VOICE
Subscriber support
Delivery complaint
Interruption of delivery
Complaints management

German jewelry and watch
retail chain

VOICE
Customer consulting
Order taking
Inquiries about shipping & returns
Support of the branches
Complaints management

Home-shopping channel
from Austria

VOICE
Order taking
Customer account support

E-commerce platform
for lamps

VOICE - TICKETS
Customer consulting
Processing of customer requests
Shipping information
Complaints management
Master data change

Leading online optician
in Europe

TICKETS - VOICE
1st Level support
Order taking
Master data change
Complaints
Ticket processing

Online shop focused on
sports industry

TICKETS - VOICE - CHAT
Customer consulting
complaints
Product information
Support with online ordering
Processing of returns

Media group

VOICE
Premium subscriber support
Sales

Internet platform for
ordering food

TICKETS - VOICE - CHAT
Customer service
Delivery problems
Delivery complaint

E-commerce platform
for IT devices

VOICE - TICKETS - CHAT
1st level tech support
Customer service
Incoming orders

Marketing Agency
in Ireland

DIGITAL MARKETING
Google Ads accounts management
Google Ads campaigns
Google Ads extensions, ads, keywords
Budget monitoring and optimization

Yoga
Centre

SOCIAL MEDIA MARKETING
Social Media planning and management
Facebook Ads Manager campaigns
Instagram campaigns
SEO and Blogs
Yoga-Zentrum

Capital Management
Company

WEB DEVELOPMENT and GRAPHIC DESIGN
Chatbot
Landing page
Dashboard
Graphical identity

Market Research
Company

VOICE - TICKETS - CHAT
Computer Assisted Telephone Interview (CATI)
Outbound Calls
Conducting Interviews

Who are we?

DAMIR

CEO and Founder

An experienced professional who works internationally in the fields of call centre management, outsourcing and nearshoring, with an extensive portfolio of skills.

Active in sales and key account management, business development, performance optimization, and budgeting.

A well-organized individual who has built a leading virtual BPO company in SEE with trustful colleagues, eager to start new challenging projects!

ANIS

Executive Director

Experienced specialist with a demonstrated history of working in the outsourcing, nearshoring & telecommunications industries. Currently overseeing day-to-day activities, improving performance, developing organizational culture, supervising heads of departments, and directing the organizational strategy of GoCloud.group

Anis Rendic - Chief of human resources

MAID

Workforce Manager
Responsible for the optimal distribution of shifts within campaigns, short-term and long-term shift planning, as well as employees’ vacations.
His hobby is running, as a balance for office work.

MAJDA

HR Manager
Responsible for recruitment processes, organizing interviews, and assigning candidates who fulfil requirements to the jobs that would fit them. Your friendly and helpful first contact with GoCloud.group!

ASIMA

Head of Administration

Experienced specialist who oversees administration staff, takes care of documentation, coordinates administrative procedures, and resolves administrative issues. Mother of two, and an amazing singer!

SENADA

Finance Manager

Takes care of financial resources of the company, does budget planning, bookkeeping, prepares financial reports, and advises management on further best financial practices.

LEJLA

Paid Media CMO
Experienced Paid Media Manager and Project Manager with a demonstrated history of working in the marketing and advertising industry. Bookwarm and passionate traveler!

ZLATAN

Project Leader
Experienced in modern management and sales tools, organizing teams, responsibilities, overseeing project development and delivering desired results, as well as setting these goals in the realistic way in the first place.

ADIS

Quality Supervisor
Responsible for ensuring the quality of employee work, as well as planning, monitoring, and achieving team goals within the project. In addition, he deals with the education, development, and motivation of the team.

HAVE WE PIQUED YOUR INTEREST?