Simply Contact

BACKGROUND

Please describe your company and position.

I am the Head of Support of Ditto Music

Describe what your company does in a single sentence.

An award-winning global music distribution and record label services company, supporting over 500,000 artists and labels worldwide, with more than 20 offices across the UK, Europe, Australia, Asia, Africa, North and Latin America.

OPPORTUNITY / CHALLENGE

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

• Provide multi-lingual customer support (English and Spanish)
• Streamline our customer support processes
• Enhance overall customer satisfaction

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?

Other

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

Simply Contact handles customer inquiries in both English and Spanish. Their agents address questions and concerns related to our platform, account management, and distribution process. They also have dedicated content managers who do audio and video content quality control.

RESULTS & FEEDBACK

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

• Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses.

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

They are attentive to our requirements and are quick to implement any necessary changes. Their team is not only professional and efficient but also proactive in addressing potential issues.

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 understanding our business and providing tailored solutions that cater to our unique needs has been invaluable. Their ability to integrate seamlessly into our operations and become a true extension of our team has greatly impressed us.

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

There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

BACKGROUND

Please describe your company and position.

I am the CEO of (a/an) IT Services

Describe what your company does in a single sentence.

SaaS company, a cloud-based no-installation-needed PDF reader, editor, form filler, and form designer.

OPPORTUNITY / CHALLENGE

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

• Get a professional customer support outsourcing service to handle inbound customer inquiries
• Ensure consistent and high-quality user support for our platform.
• Increase CSAT

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• 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 helpdesk, addressing inbound customer requests in English. They provided us with a team of five dedicated agents who were trained to handle various inquiries related to our cloud-based PDF platform. The project aimed to ensure customer satisfaction and maintain a high level of service quality.

RESULTS & FEEDBACK

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

As a result of our cooperation with Simply Contact, we experienced a 15% increase in our Customer Satisfaction (CSAT) scores. Their team efficiently processed inbound customer requests, ensuring prompt and effective resolutions.

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

The workflow between our team and Simply Contact was highly effective. Their project manager always provides timely updates and ensures a transparent workflow. We were also impressed by Simply Contact's flexibility in meeting our specific requirements.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email
• Messaging App

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

Their attention to detail, strict QC measures, and efficient analytics and monitoring are commendable. The speed and quality of agent training were also noteworthy.

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

Nothing comes to mind.

BACKGROUND

Please describe your company and your position there.

I am the Growth Manager and I am in charge of the external Staff and HR concerns of internal Staff. I also am the admin of the tool that we are using called Zendesk.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact, and what were your goals??

We used to receive calls, but now all interactions with customers are via email. It is very hard to find German Customer Service agents which is why we started to get their service to help out with German concerns. They also help out with Japanese as well and we have a few English speakers too with Simply Contact.

SOLUTION

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

Actually, I was not the one who decided on getting them as a Vendor. They were just recently assigned to me back in November.

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

They provide 8 hours a day of Customer Service to our German/English and Japanese customers. When we did calls we used Five9. For CRM we have an internal tool called EmanageCRM. We use Zendesk to interact with customers and Tymeshift to monitor agent's work time.

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

I work with Alina who is the team leader, we have a weekly call for updates and feedback. We also send emails as well. I used to work with Oleg but he got transferred to a different project.

RESULTS & FEEDBACK

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

We currently only have productivity and CSAT. When it comes to DSAT this team does not have any problems. Their CSAT is ok, compared to other teams lower but then again this team is bigger than the other teams.

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

We have a weekly call on Wednesdays. We discuss updates and feedback and maybe some issues they are experiencing with the tools. We (Quality Team) send emails when we need to coach an agent and I usually follow up through Skype chats. We always chat when there is something urgent or if others want to follow up on some things.

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

We have 2 more other outsourced teams/vendors working with us. We used to have 5 and had to let the others go. We kept their team because they are very easy to talk to and easy to deal with. Also they are the only team that has German and Japanese speakers.

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

So far it is just missed steps from the SOP from the agents which can be improved by coaching which was already done. Whenever an agent needs improvement or has forgotten to take a few steps or did not document some information we immediately send an email for coaching.

BACKGROUND

Please describe your company and your position there.

Metro AG is a German multinational company based in Düsseldorf which operates business membership only cash and carry stores primarily under Metro brand. As of 2020 it operates around 680 stores in 24 countries in Europe and Asia.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact, and what were your goals??

We hired Simply Contact to handle a large number of incoming requests from clients through multiple channels of service and enhance the level of service quality.Our goal was to improve the quality of service and customer experience. We wanted agents to have working experience with wholesale and HoReCa clients, various categories of food and non-food items.

SOLUTION

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

Simply Contact has an impressive experience in the customer service industry and the team presented itself as a reliable and dedicated business partner. They were able to fulfill all of our key requirements and ensure a smooth transition.

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

Our contact center provides customer support that includes informing clients about our locations, working hours, product costs, current promotions, etc. We needed a team of experts to handle requests and complaints through multiple service channels and keep a record on all the inquiries.

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

I worked with a team of professionals. We have 12 customer service specialists, 2 shift supervisors, a trainer and a project manager. The process was built to a high standard

RESULTS & FEEDBACK

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

Simply Contact agents manage to resolve 98% of requests within the first 120 seconds after the call. Now they take up to 12000 calls per month and provide a high level of customer satisfaction.

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

The Simply Contact team certainly proved themselves as professionals. They did a great job implementing a CRM system that increased the security of customer data and made it easier to maintain customer profiles. It enabled using multiple channels (calls, emails, social networks and internal customer resources) to support customers in one system

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

Transparency of a workflow that Simply Contact serves is definitely impressive. We have ongoing communication, get analytics and monitoring reports that keeps us constantly updated on project performance.

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

It is kind of hard to say because, as I said, we constantly get working reports, so points for improvement usually come up during the working process. Simply Contact is always open to the things we want to be improved or implemented.

BACKGROUND

Please describe your company and your position there.

I represent worldwide cosmetics and beauty brand Yves Rocher, founded in 1959.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact?

We hired Simply Contact to handle outbound and inbound calls as well as order processing. We required a reliable experienced vendor to provide a high level of service to our clients.

What were your goals for this project?

Our goal was to acquire more customers, improve customer satisfaction, and increase sales.

SOLUTION

How did you select Simply Contact?

One of our partners recommended Simply Contact as a reliable company with vast experience in customer support in the retail industry. We were impressed by the dedication and approach of Simply Contact's experts as well as their involvement in our business needs.

Describe the project in detail.

Our contact center usually includes from 50 to 80 people depending on the season. They provide a full range of services including telemarketing, inbound calls, and order processing.

What was the team composition?

The team includes 50-80 agents, project managers, trainers, and quality assurance experts.

RESULTS & FEEDBACK

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

Making 2600 outbound calls every day, Simply Contact agents have managed to provide 10% conversion rate to sales. Their ability to find an approach to each client and establish contact has increased the customer satisfaction level.

How effective was the workflow between your team and theirs?

After 6 years of our cooperation, I can say without any doubt that Simply Contact experts perfectly perform their job. We are amazed by how they are involved in our business. Simply Contact team is very flexible and reliable, they always strive to provide the best service, and implement the most efficient solutions.

What did you find most impressive about this company?

Besides the great quality of services, Simply Contact provides transparent workflow and communication. They ensure continuous monitoring and analytics processes to track project performance and improve workflows as it becomes necessary.

Are there any areas for improvement?

In case we see any areas of improvement, we discuss them with the Simply Contact team. They carefully analyze our requests and always implement the ideas, finding the best solution.

BACKGROUND

Please describe your company and your position there.

I am CEO and Founder of an IT Marketing Agency. We provide advertising and marketing services for tech companies and startups.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact?

One of my projects required full customer service support. The project is a SaaS platform automating usual business routine tasks such as invoicing, CRM, and project management tasks.

What were your goals for this project?

We required a professional customer support provider to launch a new contact center. We provide customer support via calls, emails, live chat, and social media requests. Our main goal is to establish a high level of customer support and cut costs.

SOLUTION

How did you select Simply Contact?

My team made a research on the best outsourcing customer service providers. We contacted a dozen of companies, reviewed their case studies, service offering, and rates. We selected Simply Contact for their approach to cooperation, flexibility, analytical KPI-driven approach, and rates they were able to provide. So for us, it was the most cost-efficient solution.

Describe the project in detail.

Simply Contact built a customer support team of dedicated agents who cover live chat requests, emails, and inbound calls. Once we required an outbound call center for a limited period of time, and they were able to provide us with a team on short notice. Now we provide support 24/7, in English and Spanish languages. In the future, we plan to expand our coverage and provide support in German and French languages too.

What was the team composition?

The team has included from 10 to 25 agents. Additionally, we have team leads, trainers, and QA experts.

RESULTS & FEEDBACK

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

While cutting the budget previously spent on customer support, we were able to actually improve customer satisfaction. The project is still on, we are on the way to reach our goals - but so far we find cooperation results quite impressive.

How effective was the workflow between your team and theirs?

Their project managers are always in touch, we are notified as soon as there is a problem in our system, or if there is something to improve based on customers feedback.

What did you find most impressive about this company?

I find impressive their ability to adapt to the project requirements. Also, they were able to start quickly.

Are there any areas for improvement?

We are happy with our cooperation at this moment.

BACKGROUND

Please describe your company and your position there.

Featuring a suite of brands with a 42-year history, we are a technology company that powers leading hybrid travel agencies. Our unique hybrid business model bridges the gap between an online travel agency and a traditional travel agency by providing a convenient online booking capability as well as a 24/7 personalized trip booking experience arranged by hundreds of trained and certified travel agents in multiple countries and in multiple languages.

By leveraging company owned and operated contact centers located worldwide, we are able to deliver one of the highest levels of customer service and support in the air travel business. My role is SVP, People & Culture (Human Resources).

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact?

We hired Simply Contact to build a customer retention team. We required a reliable partner to handle cancellation requests and other inbound calls.

What were your goals for this project?

Our goal was to raise customer retention and customer satisfaction rates as well as ensure professional handling of inbound requests of potentially dissatisfied customers.

SOLUTION

How did you select Simply Contact?

We received a recommendation from a colleague when we were looking for an experienced and reliable contact center that can handle even complex projects. Post a robust RFP process, we selected Simply Contact.

Describe the project in detail.

Simply Contact provided a customer retention team that helped us to lower the number of booking cancellations. The agents’ goal was to find out the reason for customers’ dissatisfaction and offer alternatives such as rebooking, date changes, etc. Besides, from time to time, the Simply Contact agents took an active part in other activities such as ticketing or regular customer service calls.

What was the team composition?

Ranged but at peak the team included up to 100 agents, QA experts, team leads, a trainer, customer experience managers, and PMs.

RESULTS & FEEDBACK

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

The Simply Contact team managed to increase the Net Promoter Score and retained our customers.

How effective was the workflow between your team and theirs?

During our 4 years’ cooperation, Simply Contact proved to be an excellent partner that helped us to meet our business goals. The key to project success is definitely the established workflows they have in place. We also value their transparency in communication.

What did you find most impressive about this company?

We found impressive their analytics and monitoring solutions that ensure project success and at the same time provide transparency for us as their client.

BACKGROUND

Please describe your company and your position there.

I’m a Sales Manager of Ukrainian-based IT staff augmentation company. We help companies hire either an individual pre-qualified software developer to extend an existing team or a dedicated team of experts to provide software development services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact?

We hired Simply Contact for providing technical support services for the users of the ride-sharing app. We required a trustworthy partner to build an inbound technical support contact center.

What were your goals for this project?

Our goal was to provide the best technical support services 24/7 and increase the customer satisfaction rate.

SOLUTION

How did you select Simply Contact?

The main criteria of our end customer were a proven high level of professionalism and reliability. We have chosen Simply Contact as a partner because of their security measures and certifications such as PCI DSS. Also, we were impressed by their approach to reporting and analytics.

Describe the project in detail.

One of our clients hired a dedicated team for ride-sharing app development. After the app was launched, we contacted Simply Contact to build a technical support call center. The agents of the call center help the users of the app in case there are any emerging application failures. Besides, we had a group of agents to help our users with financial issues connected with their subscriptions, billing, etc.

What was the team composition?

The team consists of 20 agents, 2 project managers, a quality assurance expert, and of course a training manager. The contact center works closely with our company as the involvement of developers is often required.

RESULTS & FEEDBACK

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

The result of our partnership with Simply Contact is the increase in customer satisfaction rate by more than 20%.

How effective was the workflow between your team and theirs?

Simply Contact has proven to be a great partner we can rely on. Our cooperation proceeds to be even more successful thanks to their flexibility of cooperation model and transparency of workflows.

What did you find most impressive about this company?

The most impressive factor of Simply Contact's service is the clear and organized workflow. They are always in touch and we can easily contact them to solve the issues in case of need. We also were impressed by how incredibly supportive and loyal to the users of the app they are. One of the crucial points of B2C business is continuous improvement and we value that they always strive to get the best solution to a user’s problem.

Are there any areas for improvement?

There’s always something to improve, but nothing specific comes to mind right now.

BACKGROUND

Please describe your company and your position there.

I am CMO. Smart Solutions — the leading provider of HR-services and business process outsourcing in Ukraine and CIS countries.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Simply Contact?

Smart Solutions hired Simply Contact to help us with a wave of incoming job seekers.

What were your goals for this project?

When we set up our marketing company, we engaged Simply Contact to do some outbound activity and make outbound calls to job seekers we were getting

SOLUTION

How did you select Simply Contact?

Previously, we were handling such activities ourselves, we had difficulties with escalating the in-house team because we need agents speaking multiple languages and at the same time we have to stay in the frames of our internal costs, so we decided to find a partner to outsource.

Describe the project in detail.

Simply Contact assisted us in the launch of this project very fast, it`s took about 8-10 days and we were ready to go. The main target of Simply Contact was to make outbound calls to job seekers from the list of leads we gave them. They successfully handled this activity as we wanted them to do, moreover, they assisted us to rate the qualification of the potential job seeker witch was very helpful for us.

What was the team composition?

We have allocated a person who will be responsible for our work with Simply Contact, and on their side we got one Project manager and 2 team leaders daily assisting agents.

RESULTS & FEEDBACK

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

It saves us a lot of time and money, as we don't need to build a specific team, we didn't need to hire managers, dedicated staff etc. All required resources we got in 10 days, and we could focus on our main specialization.

How effective was the workflow between your team and theirs?

Pretty well-planned onboarding plan and sessions designed to clearly communicate and get everyone on the same page which was very important for us especially at the beginning.

What did you find most impressive about this company?

The whole team is very professional, flexible. They’re not complacent and are always looking for additional things to do. We appreciate the fact that they’re forward-thinking and getting goals constantly.

Are there any areas for improvement?

There is always a way for improvement, however, we're very happy with Simply Contact performance.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO and founder of RITONE Contact Center, a call center.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Simply Contact?

We hired them as a subcontractor for one particular project.

SOLUTION

What was the scope of their involvement?

Simply Contact provided German-speaking operators to supply telemarketing services for a Latvian company that operates in the German market. They called potential customers and tried to sell the company’s products.

How did you come to work with Simply Contact?

I met their representative at a telemarketing conference in Minsk a year ago. We exchanged contact information, and when I needed such services, I asked them if they could do the job. They offered quite a good price for German-speaking resources, which was why we started to cooperate.

What is the status of this engagement?

We worked together for the month of December 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

As for all telemarketing companies, the main metric is the number of customers who bought the services offered. Unfortunately, Simply Contact had very poor results by the end of the month, to be frank. It was a complicated project, but the expectations were higher than what Simply Contact achieved, which was why it was only a one-month project.

How did Simply Contact perform from a project management standpoint?

We had straightforward communication and a fast exchange of information. Unfortunately, that didn’t translate into delivered results.

What did you find most impressive about them?

Simply Contact’s prices are a huge plus.

Are there any areas they could improve?

They needed to work on their sales. We work in a tough telemarketing market, and our customers expect real sales from their projects.

Any advice for potential customers?

I can’t recommend Simply Contact for sales because of our experience, but if someone needs customer support or resources to handle incoming calls and emails, Simply Contact offers great pricing.