Callnovo

BACKGROUND

I am the product manager of Mindray

Medical Device Company

OPPORTUNITY / CHALLENGE

• Provide reliable, multilingual customer support for Mindray’s global medical equipment customers, ensuring timely responses to service inquiries, accurate issue documentation, and efficient coordination with local service teams.
• Standardize service workflows across regions and channels, improve ticket creation and assignment, and maintain consistent service quality through training, monitoring, reporting, and backup coverage.

SOLUTION

Referral

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

6-10 Employees

Online Service Delivery, L1 Support Type Business Processing & Fulfillment

RESULTS & FEEDBACK

Operational SLA targets include at least 90% of hotline calls answered within 30 seconds, at least 90% of chats responded to within 3–5 minutes, and at least 90% of emails handled within 24 hours.

Additional targets include 100% ticket creation for applicable service requests . These are service targets, not independently verified achieved results.

Service delivery performance is strong, with continuous improvement in target achievement. The team keeps supporting Mindray’s global business expansion. They maintain great service attitude, and the project team works closely on quality assurance communications with prompt responses.

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

Better cater to customer needs and support the development of their business

so far  it's good 

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of Colorful Days Co

Describe what your company does in a single sentence.

Colorday is a U.S.-based e-commerce brand specializing in innovative pet products, including bird toys, accessories, and cage covers. The company sells directly to consumers through Amazon and its Shopify online store, serving customers across North America and Europe.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Callnovo to accomplish?

• Provide professional, responsive pre-sales and after-sales customer support, helping shoppers with product inquiries, purchasing decisions, and post-purchase assistance.
• Manage customer communications across Amazon and Shopify, including order inquiries, product installation guidance, troubleshooting, returns, and refunds.
• Build a reliable, scalable customer service operation that improves response times, resolves issues efficiently, maintains positive customer relationships, and supports our growing e-commerce business.
• Maintain high customer service standards through timely responses, professional complaint handling, and effective dispute resolution to protect our brand reputation and support a healthy Amazon seller account.
• Outsource day-to-day customer service responsibilities to an experienced team, allowing our internal staff to focus on product development, marketing, and growing the business.

SOLUTION

How did you find Callnovo?

• Online Search
• Referral

Why did you select Callnovo over others?

• High ratings
• Good value for cost
• Referred to me
• Company values aligned
• One-stop BPO powered by HeroDash AI and human expertise.

How many teammates from Callnovo were assigned to this project?

2-5 Employees

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

We partnered with Callnovo to provide comprehensive, AI-powered customer service outsourcing for our e-commerce business, supporting customers across our Amazon and Shopify stores.

The scope of work included:

• Pre-Sales Customer Support: Answering product inquiries, providing product recommendations, and helping shoppers make informed purchasing decisions.

 • After-Sales Support: Assisting customers with product installation, troubleshooting, warranty inquiries, returns, refunds, and other post-purchase concerns.

 • Amazon & Shopify Customer Service: Managing customer messages, order inquiries, complaints, and return requests while ensuring professional and timely communication.

 • AI-Powered Customer Assistance: Deploying customer-facing AI agents to automatically answer common questions, provide immediate assistance, and reduce the workload on human representatives.

• AI-Assisted Human Support: Using Callnovo's HeroDash AI Copilot to help customer service representatives respond more efficiently, access relevant information, and maintain consistent service quality.

• Ongoing Customer Support Operations: Providing trained customer service representatives, managing daily support activities, and coordinating AI and human assistance to deliver a seamless customer experience.

Key deliverables included: 

• A dedicated outsourced customer support team for Amazon and Shopify operations.

• AI-powered customer assistance integrated with human customer support. 

• Streamlined workflows for product inquiries, order management, installation assistance, returns, and refunds.

• A scalable hybrid AI-and-human customer service model.

• Reduced internal operational workload, allowing our team to focus on product development, marketing, and business growth.

RESULTS & FEEDBACK

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

Working with Callnovo has helped us maintain strong customer satisfaction, protect our Amazon reputation, and improve support efficiency across Amazon and Shopify.

Key measurable outcomes include:

• Excellent Amazon Ratings: One of our popular products maintains a 4.7/5-star rating with over 4,000 customer ratings, approximately 85% of which are five-star ratings.

• Faster Customer Support: Average response time decreased from over 18 hours to under 4 hours.

• Reliable Service: Achieved a 99.2% Amazon buyer message response rate.

• Fewer Negative Reviews: Zero one-star reviews attributed to customer service failures over a six-month period.

 • Reduced Returns: Product returns decreased by 22%, supported by better product guidance, installation assistance, and proactive issue resolution.

Overall, Callnovo's HeroDash AI technology and professional human support have helped us deliver a more responsive, reliable, and customer-focused shopping experience.

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

Callnovo has been professional, well-organized, and responsive throughout our partnership. Their team understands the fast-paced nature of e-commerce and consistently adapts to our evolving business needs.

• Timely Delivery: Smooth onboarding, well-coordinated agent training, and timely implementation of customer support workflows.

• Proactive Communication: Dedicated account management, regular performance updates, and quick responses to our questions and feedback.

• Flexible Support: The team adapts quickly to changes in Amazon policies, product updates, seasonal demand, and customer service requirements.

• Technology-Driven Management: Their HeroDash platform provides visibility into customer interactions, agent performance, and support operations, while AI automation helps improve efficiency.

• Continuous Improvement: They actively refine workflows, update product knowledge, and optimize the balance between AI automation and human support.

What we appreciate most is that Callnovo operates more like a technology partner than a traditional outsourcing vendor. Their combination of strong account management, proprietary AI technology, and experienced customer service professionals makes the partnership efficient and easy to manage.

What was your primary form of communication with Callnovo?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about Callnovo is its strength in both technology and people. Their experienced customer service teams deliver professional, reliable support, while their proprietary HeroDash AI platform brings powerful automation and efficiency.

Unlike traditional BPO providers, Callnovo offers the flexibility to work with our existing systems or provide a complete AI-powered customer service solution.

This combination of skilled human agents, advanced technology, and flexible service models makes Callnovo a truly valuable long-term partner.

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

We would love to see continued improvements in HeroDash AI capabilities, deeper Amazon and Shopify integrations, and more advanced reporting. Overall, Callnovo has been responsive to our feedback and committed to continuous improvement.