Simply Contact

BACKGROUND

Please describe your company and position.

I am the CEO of Scrambly

Describe what your company does in a single sentence.

Scrambly is a pioneering adtech platform that rewards user engagement with personalized app and game recommendations, merging gaming loyalty with fintech innovation.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• Facilitate and improve our customer support & satisfaction strategy

SOLUTION

How did you find Simply Contact?

• Online Search
• Clutch Site

Why did you select Simply Contact over others?

• High ratings
• Close to my geographic location
• Great culture fit

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Connect provided outsourced customer support agents to manage email tickets on Freshdesk for Scrambly, ensuring efficient ticket handling and high-quality customer service. Their responsibilities included categorizing, prioritizing, and resolving customer queries while adhering to Scrambly's brand guidelines and maintaining accurate ticket documentation. Agents were trained on Scrambly’s processes and communication tone to deliver professional and empathetic responses within agreed SLAs. Key deliverables included achieving performance metrics such as quick resolution times, high customer satisfaction scores, and effective first-response efficiency, with seamless escalation handling for complex issues.

RESULTS & FEEDBACK

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

Simply Connect did a great job providing customer support agents to handle our email tickets on Freshdesk. They quickly got up to speed with our processes and maintained a friendly, professional tone when interacting with our customers. The team met all our expectations, resolving tickets on time and keeping our customers happy. They were reliable, easy to work with, and helped make our support operations run smoothly. Overall, we’re happy with the experience!

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

Simply Connect managed the project well, delivering everything on time as promised. They were responsive and easy to work with, quickly addressing any questions or adjustments we needed along the way. Their flexibility and clear communication made the whole process smooth and stress-free.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Ability to adapt to customer's challenges and needs.

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

Pricing strategy

BACKGROUND

Please describe your company and position.

I am the CMO of Claspo

Describe what your company does in a single sentence.

Claspo is a website popup platform 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• Since we wanted to expand our business, we brought on Simply Contact to handle claims processing and email support.
• This freed up our team to focus on other important tasks, like growing our client base and improving our services.
• It was a way to ensure our customers still got the attention they deserved while we focus on taking our business to the next level.
• AppSumo LTD launch

SOLUTION

How did you find Simply Contact?

Referral

Why did you select Simply Contact over others?

• High ratings
• Referred to me

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Their team was responsible for handling all incoming claims, ensuring accurate documentation, verifying details, and processing them. They also managed our email support system, responding to customer inquiries, resolving issues, and escalating more complex cases when necessary.

RESULTS & FEEDBACK

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

Claims processing time was reduced by 40%, allowing us to handle a higher volume of claims. we also incresed CSAT and first-response resolution rate by 15%.

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

Everything was well-structured, and we never had to worry about missing deadlines or the quality of work, and the team was in touch with us at all stages of cooperation.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about Simply Contact was their genuine effort to understand our business. Instead of providing a one-size-fits-all service, they invested time in learning about our processes, values, and customer expectations to ensure their solutions were a perfect fit for our needs.

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

Even if there were minor areas for improvement, they weren’t noticeable or significant enough to impact the experience. 

BACKGROUND

Please describe your company and position.

I am the CSO of FuseBase

Describe what your company does in a single sentence.

We provide a cloud-based platform for collaboration, note-taking, and task management, enabling teams and individuals to streamline their workflows and increase productivity.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• Expand and optimize our customer support operation
• Get 24/7 global coverage
• Provide multilingual support

SOLUTION

How did you find Simply Contact?

Referral

Why did you select Simply Contact over others?

• High ratings
• Pricing fit our budget
• Referred to me

How many teammates from Simply Contact were assigned to this project?

6-10 Employees

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

Simply Contact were responsible for:

• ensuring rapid response times
• reducing our internal workload
• delivering consistent support across all user touchpoints.

They also worked closely with new users and guided them through the onboarding process to enhance retention and user satisfaction from the start.

Key deliverables included:

• providing real-time support for technical issues
• offering proactive outreach to new users during their onboarding process
• leading to a 16% increase in user retention.

RESULTS & FEEDBACK

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

Customer satisfaction scores have improved by 20%, and I've mentioned user retention.

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

During our collaboration, Simply Contact met all deadlines and the workflow was smooth.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

They quickly learned the nuances of our platform and provided tailored solutions for our users. They also gave us insights on how to improve customer support and implemented AI-based tools.

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

None

BACKGROUND

Please describe your company and position.

I am the CEO of PioGroup

Describe what your company does in a single sentence.

We specialize in crafting cutting-edge strategies that optimize and elevate the performance of educational institutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• Provide 24/7 inbound customer support through email, calls, contact forms on our site, and social media platforms (Facebook, Twitter, and Instagram)
• Boost our customer service quality

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Good value for cost

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Contact was tasked with managing all aspects of our inbound customer support. This included setting up and maintaining a 24/7 support system that handles inquiries across multiple channels — email, phone, social media, and contact forms on our site. 

Key deliverables included the establishment of a dedicated support team, development of a comprehensive response strategy to ensure quick and accurate replies to user queries, and integration of their support system with our existing CRM to track and manage interactions seamlessly.

RESULTS & FEEDBACK

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

Since engaging Simply Contact for our customer support needs, we've observed a comprehensive improvement in our service metrics: 

• a 25% boost in customer satisfaction
• a 35% increase in first contact resolution
• a 40% rise in monthly interaction volumes due to the implementation of a 24/7 support system

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

Simply Contact's project management was outstanding. They always delivered on time and were very responsive to our needs, quickly adapting their strategies to fit our requirements. Their communication was clear, ensuring we were always up-to-date.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Their expertise in providing specialized support for different industries, including educational platforms and proactive customer interaction management across different channels was exceptional and truly set them apart.

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

Simply Contact met all our expectations, leaving us completely satisfied. We found no areas needing improvement.

BACKGROUND

Please describe your company and position.

I am the Assistant director of a CRM consulting company.

Describe what your company does in a single sentence.

We help businesses implement CRM Creatio, automate business processes, increase sales, conversion rate and make work efficient and systematic.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We aimed to provide seamless and efficient customer interactions across various platforms, including live chat, social media, and phone calls.

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Good value for cost

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Contact was given the responsibility of handling our customer support across various channels. Their job involved responding to customer questions and resolving their issues through live chat, social media, phone calls, and emails.

RESULTS & FEEDBACK

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

We observed a 40% reduction in response time across all channels, a 30% increase in customer satisfaction scores, and a noticeable decrease in unresolved customer issues.

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

Simply Contact did an excellent job managing our project. They always met deadlines and paid close attention to our requirements. We were always in close contact, and we particularly appreciated the professional approach of their manager, Anna.

What was your primary form of communication with Simply Contact?

Virtual Meeting

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

What has really impressed us about Simply Contact is their amazing customer service team. They could easily manage different ways of communicating with customers, like phone, email, and social media, and they were consistently good at it. They were also really good at solving problems before they became bigger issues, and always went above and beyond to make sure customers were happy.

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

We didn't face any big problems that needed to be fixed. They were very professional, quick, and good at providing support across different channels, which was just what we were looking for.

BACKGROUND

Please describe your company and position.
I am the Marketing Specialist of an it services company.

Describe what your company does in a single sentence.

We are an all-in-one email deliverability platform to supercharge companies' email performance.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We aimed to implement a robust multichannel support system.
• And enhance our back-office operations.

SOLUTION

How did you find Simply Contact?

Clutch Site

Why did you select Simply Contact over others?

• High ratings
• Pricing fit our budget

How many teammates from Simply Contact were assigned to this project?

6-10 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.

Simply Contact was tasked with a comprehensive overhaul of our customer service operations. They set up support through email, phone, and live chat. They also handled back-office tasks like data entry and order processing. The main goals were to: 

• create a strong customer support system
• train the support team
• make our back office work more efficient

RESULTS & FEEDBACK

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

Working with Simply Contact led to better customer satisfaction. We saw this through higher ratings and positive feedback. Our response time to customer questions got 30% faster. Our back office work also became more efficient, leading to quicker processing.

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

Simply Contact was great at managing the project. They met all the deadlines and kept us updated regularly. They were always ready to respond to our needs and kept the communication clear and effective.

What was your primary form of communication with Simply Contact?

Virtual Meeting

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

What impressed us most about Simply Contact was their customized approach. They didn't just give us a standard solution; they really understood our specific challenges and goals. Their expertise in customer service and back-office management is clear throughout our work together.

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

Our experience with Simply Contact was outstanding in every aspect. We didn't encounter any significant issues that needed improvement.

BACKGROUND

Please describe your company and position.

I am the Business Development Manager of an it services company

Describe what your company does in a single sentence.

We provide robust multi-factor authentication solutions to ensure maximum security in online data access.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We hired Simply Contact to improve the quality and responsiveness of our customer support.

SOLUTION

How did you find Simply Contact?

Referral

Why did you select Simply Contact over others?

• High ratings
• Great culture fit

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Contact was entrusted with managing our inbound customer inquiries through live chats and calls across four languages: English, Spanish, German, and French. Their dedicated team assists our clients with queries related to our two-factor authentication solutions, troubleshooting, and general inquiries, ensuring a seamless user experience.

RESULTS & FEEDBACK

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

The collaboration with Simply Contact led to a significant improvement in our customer service metrics. We achieved a 45% reduction in response times and a 30% increase in customer satisfaction scores. The analytics provided by Simply Contact allowed us to identify areas for improvement and implement strategic changes, driving continuous enhancement in service quality.

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

Simply Contact showcased outstanding project management throughout our collaboration. Every phase, from initiation to execution, was handled with utmost precision and efficiency. Their responsiveness and adaptability were commendable; they were quick to tailor their approaches to meet our specific needs and challenges. Regular updates and transparent communication ensured we were always informed and confident in the progress being made.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Their ability to provide support in multiple languages without compromising on quality was truly impressive. Their proactive approach in suggesting improvements and innovations to enhance customer experience stood out.

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

At this point, everything has been up to our expectations.

BACKGROUND

Please describe your company and position.

I am the Marketing specialist of a Data analytics company

Describe what your company does in a single sentence.

Our company empowers businesses with insightful analytics to enhance their social media presence, offering tools for performance evaluation, competitive intelligence, social listening, and team collaboration.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We hired Simply Contact to provide multilingual support in English, German, and Ukrainian
• Reduce operational costs of our support department
• Enhance customer support quality

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Pricing fits our budget
• Good value for cost

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Contact took charge of our live chat and social media channels, offering real-time support and engagement in multiple languages (Ukrainian, English, German). They addressed customer inquiries, feedback, and issues promptly, ensuring enhanced customer satisfaction and loyalty.

RESULTS & FEEDBACK

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

With Simply Contact's expertise, we witnessed a 35% uptick in positive customer feedback on our live chat and social media channels. Additionally, the multilingual support led to a broader customer reach, enhancing our brand's global presence.

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

Simply Contact exhibited exemplary project management skills. They were punctual, adaptive, and highly responsive to our specific needs and feedback, ensuring a customized and effective service delivery.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

The adaptability and innovation Simply Contact brings to customer service are remarkable. Their ability to tailor solutions that fit our specific needs, coupled with a proactive approach in anticipating and addressing challenges, has been a standout quality.

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

We are thoroughly satisfied with their services. We have no suggestions for improvement.

BACKGROUND

Please describe your company and position.

I am an executive at our company

Describe what your company does in a single sentence.

Social media monitoring and analytics tool that helps businesses to understand their online presence, track brand reputation, and engage with customers effectively.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We hired Simply Contact to provide customer support in English and Spanish
• Improve the quality of our customer support
• Cut costs compared to in-house contact center

SOLUTION

How did you find Simply Contact?

Referral

Why did you select Simply Contact over others?

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

How many teammates from Simply Contact were assigned to this project?

6-10 Employees

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

Simply Contact is responsible for handling our inbound customer requests via calls and emails in both English and Spanish. Their team of dedicated agents provide customer support to our users, addressing their issues related to the use of our platform, billing, and subscription services.

RESULTS & FEEDBACK

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

• Our partnership with Simply Contact resulted in a significant increase in our customer satisfaction rate and about 40% reduction in our customer support costs.

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

Simply Contact's project management was excellent. They are highly responsive to our needs and feedback. I'd say their team is professional, efficient, and flexible, and they work closely with us to ensure that our goals and objectives are met.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

We've been impressed with their team's transparency in everything they do. We also appreciate that they bring new ideas on how to automate things, increase efficiency, and provide a better service to our customers.

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

Can't think of any.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Success of Wheelshare

Describe what your company does in a single sentence.

A digital wheelchair sharing system designed to expand the freedom of movement for temporary users such as senior citizens and patients

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• WheelShare needed a reliable outsourced contact center provider to handle our inbound customer support in English and German languages
• Our primary goal was to ensure a seamless customer experience by providing efficient and cost-effective customer support.
• We wanted to find a partner that could deliver high-quality service with a transparent work process and a high CSAT, allowing us to focus on our core business operations.

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Pricing fit our budget
• Good value for cost

What was the size of Simply Contact’s team?

6-10 Employees

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

We engaged Simply Contact to manage our ongoing inbound customer support, handling inquiries, troubleshooting, and providing guidance for our wheelchair rental system 24/7. Their team was responsible for delivering exceptional customer service in both English and German, with plans to expand into French soon. Simply Contact built a tailored solution for WheelShare, ensuring the highest quality while maintaining cost-efficiency thanks to their approach.

RESULTS & FEEDBACK

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

• Simply Contact's team efficiently handles customer inquiries and support requests in multiple languages, resulting in improved customer satisfaction and loyalty. Their 24/7 availability ensures that our users receive timely assistance, contributing to the ongoing success of WheelShare.

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

The collaboration between our teams is seamless and highly effective. Simply Contact's transparent work process allows us to monitor performance closely, and their proactive communication ensures a smooth workflow throughout the project.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Simply Contact's dedication to quality and cost-efficiency is truly remarkable. Their flexible approach and transparent work process, combined with their commitment to delivering the highest level of customer service, make them an invaluable partner for WheelShare.

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

We are extremely satisfied with Simply Contact's services. I can't think of any areas that need improvement. We look forward to our continued partnership and the launch of the French language hotline.