2ndOffice

BACKGROUND

Please describe your company and position.

I am the COO of an Omnichannel Retailer

Describe what your company does in a single sentence.

omni channel retailer

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 2ndOffice to accomplish?

• Provide exceptional customer support
• Provide service at a great value
• Expand our hours and team

SOLUTION

How did you find 2ndOffice?

Referral

Why did you select 2ndOffice over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from 2ndOffice were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Direct digital communication with our customers. Provides answers to product inquiries, sales and promotions, Amazon returns and questions and financial information using NetSuite.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Customer responses, 
• QA scores, 
• Phone monitoring

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Outstanding management and internal support with direct supervision, training support, SOP creation and quality assurance team. Something we as a small company could not afford. They were responsive and executed everything perfectly.

What was your primary form of communication with 2ndOffice?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Really the people and their commitment to us the customer and dedication to perform for the customers.

Are there any areas for improvement or something 2ndOffice could have done differently?

The only thing here is we should have brought them into our team sooner

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Yes, it is seasonal.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

80% inbound. They are essential to our business.

What challenge were you trying to address with the service provider?

To have support for our intake of incoming calls.

SOLUTION

What was the scope of the service provider's involvement?

Answering phone calls.

Could you describe the pricing structure and how they billed you?

It was on a temporary short-term billing basis.

How did you come to work with this service provider?

I believe it was a prior relationship with our company.

How would you assess the service provider for answering calls, customer service, and communication?

They are quick to respond.

How much time, in hours, does this service provider save you each month?

I'm not exactly sure.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

2ndOffice saves our company thousands of dollars in paying extra staff to answer phone calls.

What are the service provider's strengths?

The answering service is convenient and reasonably priced.

How can the service provider improve?

Not sure.

How long has your company been working with this service provider?

It's an ongoing partnership.

How much money do you spend annually with this service provider?

I prefer not to answer.