Customer Umbrella

BACKGROUND

Please describe your company and your position there.

I’m CO founder of 1st Online Solutions offering software automation for ServiceOS companies such as plumbers handymen and cleaning companies

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Customer Umbrella?

We have seasonal overflow of calls and we used customer umbrella to handle the season overflow - which turned in to ongoing permanent work due to the quality.

What were your goals for this project?

To have at least same conversion as our in-house call centre and to keep the same level of english

SOLUTION

How did you select Customer Umbrella?

We were referred to Customer umbrella from a friend, who said they were good, we then did a month trial and then switched on the calls.

Describe the project in detail.

We have a couple of times a year where our clients call in when changes of technology are made this created huge peaks and it was very difficult to handle these peaks that why customer umbrella took over one of the seasons and after the season they continued as they also could perform other tech questions and help desk for us.

What was the team composition?

1 senior account manager 1 technical trainer 20 call centre agents

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

As said it went from a temporary trail to a permanent service offering

How effective was the workflow between your team and theirs?

The monitoring tiptoeing of quality and training is amazing

What did you find most impressive about this company?

They are very friendly and managed to find new operators quickly. 

Are there any areas for improvement?

Over the years they have ironed out the issues, ans are food at making changes.

BACKGROUND

Please describe your company and position.

I am the CO-Founder of Antenna

Describe what your company does in a single sentence.

Antenna is a marketing talent solutions provider that connects businesses with expert marketers through flexible engagement models.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• We engaged Customer Umbrella to manage our IT infrastructure

SOLUTION

How did you find Customer Umbrella?

Clutch Site

Why did you select Customer Umbrella over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Customer Umbrella delivered end-to-end IT Managed Services encompassing 24/7 network monitoring, cybersecurity management, cloud infrastructure support, and help desk assistance. They conducted a thorough audit of our existing IT environment and revamped outdated systems, migrating critical operations to a secure cloud platform. Key deliverables included multi-layered cybersecurity protocols, proactive threat detection, regular data backups and disaster recovery planning, streamlined license management, and a dedicated support ticketing system. Additionally, they provided monthly performance reports and strategic IT consulting to align technology with our evolving business needs.

RESULTS & FEEDBACK

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

Since partnering with Customer Umbrella, our IT-related downtime decreased by over 70%, significantly boosting overall team productivity. Cybersecurity incidents were reduced to near zero, thanks to their vigilant monitoring and rapid incident response. Cloud migration accelerated our project deployment timelines by 40%, allowing us to launch marketing campaigns faster. Employee satisfaction with IT support also improved markedly, reflected in a 90% positive feedback score from internal surveys.

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

Customer Umbrella demonstrated excellent project management throughout our engagement. They consistently met deadlines and maintained clear, transparent communication. Their team was highly responsive, quickly adapting to urgent requests and unexpected challenges without compromising quality. The regular status updates and collaborative approach made it easy for us to stay informed and involved in decision-making.

What was your primary form of communication with Customer Umbrella?

Email or Messaging App

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

What stood out most was Customer Umbrella’s proactive mindset and personalized service. Rather than simply reacting to issues, they anticipated potential risks and implemented solutions in advance, which set them apart from other providers. Their ability to blend technical expertise with a genuine understanding of our business goals created a partnership that went beyond basic IT support they became a trusted advisor to our company.

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

None

BACKGROUND

Please describe your company and position.

I am the former Chief Executive Officer of an ecommerce company 

Describe what your company does in a single sentence.

We're an online marketplace that specializes in validated luxury consignment, allowing users to purchase and sell pre-owned designer fashion products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• Prior to working with Customer Umbrella, our E-commerce business struggled to manage our back-office tasks effectively. With an expanding customer base and a vast inventory of quality retail items, we needed help managing live chat questions, emails, and incoming calls. Furthermore, tasks such as processing refunds, managing returns, curating reviews, and updating product pages became increasingly difficult.
• Our goal in using Customer Umbrella was to streamline these procedures, increase customer satisfaction, and ultimately optimize our operations to handle future growth.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Customer Umbrella came on board with a comprehensive plan to meet our different demands. Initially, they did a detailed review of our current procedures and pain spots. Based on this evaluation, they recommended a customized solution that included 24/7 assistance for live chat, email management, and incoming calls. Their team worked flawlessly with ours, taking over activities like processing refunds and returns, seeking and curating customer reviews, and carefully updating our product pages with new and pertinent information. Throughout the project, they kept open lines of communication to ensure openness and cooperation at all stages. Their passion and attention to detail were clear from the start, and they continuously went above and beyond to surpass our expectations.

RESULTS & FEEDBACK

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

Our customer satisfaction scores have increased, with consumers complimenting our support team's promptness and professionalism. Furthermore, the efficiency advantages obtained by outsourcing back-office functions have allowed us to reallocate resources to strategic projects, resulting in continued development and innovation within our business.

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

Our teams worked effortlessly together, with a harmonic balance of experience and synergy. Customer Umbrella agents work flawlessly with our internal procedures, representing our brand culture and values. Their proactive approach to problem solving and dedication to excellence created a collaborative environment in which ideas flowed freely, resulting in constant development and innovation.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

Beyond their technological prowess, it is their human-centered approach that makes an unforgettable mark. Each connection seems individualized and empathic, demonstrating a genuine desire to understand and meet our specific requirements. Their quickness and adaptability in managing complicated issues add to their value as a strategic partner.

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

No, we don't have any suggestions for improvements. Their complete portfolio of back-office outsourcing services has reduced our operational constraints while also improving the overall client experience.

BACKGROUND

Please describe your company and position. 
I am the Co-Founder and CEO of a healthcare technology company.

Describe what your company does in a single sentence.

Our company is a healthcare technology company that focuses on creating innovative methods for infection prevention and control, notably in hospital environments.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

Before partnering with Customer Umbrella, we struggled to provide exceptional customer support in multiple languages to our global crypto clientele. With our user base rapidly expanding, we needed a scalable solution to provide high-quality customer service across multiple communication channels, including phone, email, and chat. 

Our goal was to increase customer satisfaction, resolve inquiries quickly, and provide a consistent experience for users navigating our cryptocurrency exchange platform.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

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

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Customer Umbrella stepped in and provided a comprehensive solution tailored to our specific cryptocurrency needs. Initially, they performed a thorough analysis of our current customer support infrastructure, identifying areas for improvement. They proposed a multilingual support model that includes five key languages for our customers: English, Spanish, Mandarin, Japanese, and Russian. 

The project started with intensive training sessions for their dedicated team members to ensure they were familiar with our cryptocurrency platform, policies, and industry regulations. Customer Umbrella seamlessly integrated with our systems throughout the implementation phase, utilising advanced technology to efficiently manage tickets and communicate in real time. 

Customer Umbrella's strategy was constantly refined throughout the collaboration, with data analytics used to optimise response times and resolution rates in the cryptocurrency space. They took a proactive approach, responding quickly to emerging issues and adapting strategies to meet changing customer needs in the cryptocurrency space.

RESULTS & FEEDBACK

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

Working together with Customer Umbrella yielded tangible results, as evidenced by the significant enhancement of our customer support ecosystem in the cryptocurrency industry. Users reported shorter wait times and higher resolution rates, which led to a significant increase in overall satisfaction levels on the cryptocurrency exchange platform. 

Customers provided qualitative feedback, thanking the Customer Umbrella team for their prompt and knowledgeable assistance in navigating the complexities of cryptocurrency.

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

Our teams collaborated effectively, with open communication channels and a shared commitment to cryptocurrency excellence. The Customer Umbrella team seamlessly integrated with our internal processes, demonstrating exceptional professionalism and responsiveness throughout the project's phases on the cryptocurrency exchange. Their proactive approach to problem solving and open communication fostered a cooperative environment conducive to success in the cryptocurrency space.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

Customer Umbrella is truly unique in the cryptocurrency industry due to their unwavering commitment to customer satisfaction. They consistently exceed expectations in the crypto sector by going above and beyond contractual obligations. Their team members are genuinely enthusiastic about their jobs, demonstrating empathy and resourcefulness in every interaction with our valued customers while navigating the cryptocurrency exchange platform. 

Furthermore, their ability to adapt seamlessly to our changing business needs in the crypto space demonstrates their flexibility and commitment to long-term collaboration.

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

We were able to resolve all challenges, so there is nothing to suggest for improvement in the cryptocurrency exchange context.

BACKGROUND

Please describe your company and position.

I am the former CEO of a crypto technology company 

Describe what your company does in a single sentence.

Our company builds crypto technology that enables businesses to grow with the crypto economy.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• Before partnering with Customer Umbrella, we struggled to provide exceptional customer support in multiple languages to our global crypto clientele. With our user base rapidly expanding, we needed a scalable solution to provide high-quality customer service across multiple communication channels, including phone, email, and chat.
• Our goal was to increase customer satisfaction, resolve inquiries quickly, and provide a consistent experience for users navigating our cryptocurrency exchange platform.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Customer Umbrella stepped in and provided a comprehensive solution tailored to our specific cryptocurrency needs. Initially, they performed a thorough analysis of our current customer support infrastructure, identifying areas for improvement. They proposed a multilingual support model that includes five key languages for our customers: English, Spanish, Mandarin, Japanese, and Russian. The project started with intensive training sessions for their dedicated team members to ensure they were familiar with our cryptocurrency platform, policies, and industry regulations. Customer Umbrella seamlessly integrated with our systems throughout the implementation phase, utilising advanced technology to efficiently manage tickets and communicate in real time. Customer Umbrella's strategy was constantly refined throughout the collaboration, with data analytics used to optimise response times and resolution rates in the cryptocurrency space. They took a proactive approach, responding quickly to emerging issues and adapting strategies to meet changing customer needs in the cryptocurrency space.

RESULTS & FEEDBACK

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

Working together with Customer Umbrella yielded tangible results, as evidenced by the significant enhancement of our customer support ecosystem in the cryptocurrency industry. Users reported shorter wait times and higher resolution rates, which led to a significant increase in overall satisfaction levels on the cryptocurrency exchange platform. Customers provided qualitative feedback, thanking the Customer Umbrella team for their prompt and knowledgeable assistance in navigating the complexities of cryptocurrency.

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

Our teams collaborated effectively, with open communication channels and a shared commitment to cryptocurrency excellence. The Customer Umbrella team seamlessly integrated with our internal processes, demonstrating exceptional professionalism and responsiveness throughout the project's phases on the cryptocurrency exchange. Their proactive approach to problem solving and open communication fostered a cooperative environment conducive to success in the cryptocurrency space.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

Customer Umbrella is truly unique in the cryptocurrency industry due to their unwavering commitment to customer satisfaction. They consistently exceed expectations in the crypto sector by going above and beyond contractual obligations. Their team members are genuinely enthusiastic about their jobs, demonstrating empathy and resourcefulness in every interaction with our valued customers while navigating the cryptocurrency exchange platform. Furthermore, their ability to adapt seamlessly to our changing business needs in the crypto space demonstrates their flexibility and commitment to long-term collaboration.

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

We were able to resolve all challenges, so there is nothing to suggest for improvement in the cryptocurrency exchange context.

BACKGROUND

Please describe your company and position.

 I am the CEO and Co-Founder of a healthcare company 

Describe what your company does in a single sentence.

Uptiv Health is a healthcare technology firm that focuses on creative solutions for patient engagement and care coordination.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• We contacted Customer Umbrella with a compelling need: to transform our appointment booking procedure. Our objective was to simplify processes and improve the overall experience for both users and healthcare professionals.

SOLUTION

How did you find Customer Umbrella?

Online Search

Why did you select Customer Umbrella over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Customer Umbrella addressed our project enthusiastically and expertly. They attentively examined our requirements before proposing a unique software solution customized to our specific demands. The project scope included creating an easy-to-use appointment scheduling tool that connected easily with our current systems and databases. 
Initially, we had comprehensive conversations to identify our goals and criteria. Customer Umbrella then created a prototype, which served as the basis for the development phase. Throughout the development process, they kept open lines of contact, delivering frequent updates and requesting feedback to ensure that our goal was met. 
After completion, Customer Umbrella tested the platform thoroughly to confirm its functionality and dependability. They also offered extensive training and assistance to guarantee a seamless transition for our workforce.

RESULTS & FEEDBACK

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

The results of our partnership with Customer Umbrella have been nothing short of extraordinary. The appointment scheduling software they provided has altered our operations, allowing us to manage appointments and allocate personnel more effectively. This has led to greater productivity and higher user satisfaction.

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

The collaboration between our teams was amazing. Customer Umbrella displayed a thorough knowledge of our needs and kept open communication throughout the process. Their response and willingness to resolve our problems resulted in a collaborative and effective cooperation.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

What impressed us the most about Customer Umbrella was their constant dedication to producing excellent results. They addressed our project with a unique combination of creativity and technical competence, continually exceeding our expectations. Furthermore, their commitment to client satisfaction was clear in every engagement, which boosted our faith in their skills.

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

We have no clear faults to point out.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of a gambling company.

Describe what your company does in a single sentence.

The company offers online betting services to sports enthusiasts.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• Prior to partnering with Customer Umbrella, our company struggled to keep up with the flood of customer inquiries and support requests in the online betting and gambling industry. With so many requests, we knew we needed to improve our customer support, particularly in outbound calls, live chat, and email assistance. Our main goal was to ensure that our players were satisfied while also raising the bar for how we served them.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

They devised a plan that included a variety of services such as email management, live chat assistance, and outbound phone calls. All of this was aimed at keeping our brand in check and providing personalised assistance. They began with some thorough training sessions in which their team delved deeply into our policies, services, and what our players stand for. When they merged with our current ways of doing things, everything ran more smoothly and tasks were completed faster.

RESULTS & FEEDBACK

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

Collaboration with them has proven to be extremely beneficial. We've seen significant improvements in how efficiently we handle customer support, and our players' feedback has been extremely positive. Now that they've taken on the majority of support tasks, our in-house team can focus on improving our gambling offerings and expanding. And seeing our players become more engaged and satisfied demonstrates that this partnership was a success.

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

Communication was excellent, and they clearly understood what we needed and what was most important to us. They were quick to resolve any issues and were open to our feedback, making working with them a true team effort.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

They ensured that all interactions with our players were positive and memorable. Whether it was resolving difficult issues or providing personalised assistance, they always went above and beyond.

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

Their service was excellent, with no obvious areas for improvement. They did an excellent job of completing the task in a timely and thorough manner.

BACKGROUND

Please describe your company and your position there.

I'm the CEO of Project X. The company is based around making underwater drones.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Customer Umbrella, and what were your goals??

We hired Customer Umbrella, because we had a high demand in people that were interested in the business.

SOLUTION

How did you select this vendor and what were the deciding factors?

We chose them based on price and recommendations.

Describe the project in detail and walk through their service package, including any calling tools used.

There are no underwater drones thus far. Therefore, we decided to start making them, as it would be much better instead of people going, and we could also reach further depths.

Who did you work with and what was the feedback process like?

We've got a team of 7 engineers who work on the drone, there's 2 CEOs and a manager for all.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We've received more customers than we've had before and they were more happy since we were able to focus on work, whilst someone else is helping with the calls/services.

Describe their project management style, including communication tools and timeliness.

All of us work in an office and live nearby, therefore, we meet nearly on daily basis to discuss the projects.

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

They've managed to find and onboard new agents quicker than we expected.

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

We are overwhelmingly happy with the services we've received and will recommend them in the future.

BACKGROUND

Please describe your company and your position there.

We outsource the task of providing ongoing support and i am managing all the work process

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Customer Umbrella?

Customer support for chat and calls.

SOLUTION

How did you select Customer Umbrella and what were the deciding factors?

We got referred from a friend who knows the their owner.

Describe the project in detail and walk through the stages of the project.

I'm not sure i can tell much details but basically they had to take our clients calls and incoming chats and they did great job.

How many resources from the Customer Umbrella team worked with you, and what were their positions?

I got to know 2 of the boys and they were smart and understanding without repetition which was great!

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They had good ideas and suggestions to improve our work flow.

How effective was the workflow between your team and theirs?

It was very easy to communicate with them. We used discord and if we needed something they always answered our tags and calls instantly.

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

The price was amazing for the high quality work they've done and some of their suggestion really helped us with our business.

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

I can't think of any area that needs improvement.

BACKGROUND

Please describe your company and your position there.

CEO and Founder at Gaming company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Customer Umbrella, and what were your goals??

Customer Support

SOLUTION

How did you select this vendor and what were the deciding factors?

Based on the price range and service level

Describe the project in detail and walk through their service package, including any calling tools used.

They provide 24/7 customer support for all the channels we required, live chat, email, messenger, and phone

Who did you work with and what was the feedback process like?

We have an account menager who oversees 10 people

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

They managed to increase the positive experience overall and to make sure we do not skip any important feedback or suggestions.

Describe their project management style, including communication tools and timeliness.

They were always on time, project menagenemt was on point. Communication was easy.

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

Their ability to answer customers 24/7 and their attention to detail are impressive.

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

No. Awesome service.