RIOT Enterprise

BACKGROUND

Please describe your company and your position there.

I am the founder of an E-commerce driven minimalist Home Decor & Lifestyle online store.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire RIOT Enterprise?

For Customer Service, internal processes development (SOPs), supplier relations, product mapping, processing orders, data entry and general admin tasks.

SOLUTION

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

I selected this firm via the platform UPWORK. Dee, the manager at RIOT enterprises contacted me via a job posting related to Customer Service & order fulfilment. Dee replied first with correct answer to my question. She read the entire description and offered exactly what I needed

Describe the project in detail and walk through their service package.

The team is responsible for all customer relationship activities on a daily basis. Communicating with suppliers and processing orders is also a big part. They also create by weekly reports of customer service issues and we also meet once to twice a month. They also do admin actives such as data entry and modifying product pages.

How many resources from the vendor's team worked with you, and what were their positions?

Dee is my main point of contact and she manages here entire team which is best for efficiency and decreasing risk for her clients.

RESULTS & FEEDBACK

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

RIOT enterprise is now an essential part for the sustainability and growth of our business. We would not be where we are today without them.

How effective was the workflow between your team and theirs?

Daily communication in slack and Monday. Monthly reports and monthly meetings. The flow is top level and they respond to all messages in a timely matter.

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

They do the job, they take responsibility for their actions, and they like to learn and improve their processes. They communicate very very well in english!

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

They could take more initiative in solving solutions on their own that they report to the management. but this is normal and I am positive they will increase their leadership with time.

BACKGROUND

Please describe your company and your position there.

I'm the Head of Customer Experience at Sensibo. Sensibo is building a first-class indoor climate and air quality consumer brand with international reach. We are launching new products and services in indoor air quality and climate control. We strive to make a real impact by supporting the green transition and zero carbon vision, by enabling customers to save energy, increase their comfort and improve their health.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire RIOT Enterprise, and what were your goals??

Riot Enterprise provides customer/technical support to our customers as well as handles pre-sales inquiries.

SOLUTION

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

We searched for outsourced technical support services and came across Riot Enterprise. After a trial period, we were very happy with their performance and utilize their services to this day.

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

They provide customer support 44 hours over 6 days a week. They respond to incoming emails, chats,App Store and Google Play and social messages over various platforms.

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

We have a team lead that I am in close contact. Any new information is relayed through her to the 5-7 agents she manages.

RESULTS & FEEDBACK

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

Amazon, App Store and Google Play ratings have increased over time and often mention quality customer support received.

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

I am in constant daily communication with the team lead. Agent's directly forward urgent matters that require my immediate attention.

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

I like their theoretical and technical knowledge of the product.

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

That have been times when an agent doesn't read the entire email thread and provides similar troubleshooting steps already provided by a previous agent. This doesn't happen often.