Springboard CX

BACKGROUND

Please describe your company and your position there.

I own an e-commerce company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportFruit?

We outsourced our customer support to SupportFruit.

What were your goals for this project?

My company hoped to streamline customer support without having to build an in-house team. We wanted our customers to have access to live customer support, so that they could receive quick responses to inquiries. 

SOLUTION

How did you select this vendor?

SupportFruit was the most reputable customer support vendor. My team spoke with their owners, who were very personable and explained their services in detail.

Describe the project in detail.

SupportFruit set up a 24/7 live support call center. My team created a script for them to use. They provide real-time support solutions to our customers, who can call anytime they have questions.

What was the team composition?

We worked with the SupportFruit team. Now, SupportFruit engages directly with our customers.

RESULTS & FEEDBACK

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

Our sales have increased because customers typically call and inquire before buying our product. Having live support has allowed us to build more trust with our consumer base, which in turn has boosted customer satisfaction and customer lifetime value.

How effective was the workflow between your team and theirs?

The workflow between my team and SupportFruit’s team has been flawless so far.

What did you find most impressive about this company?

SupportFruit is professional and informative with our customers. Their use of the script we gave them has worked perfectly.

Are there any areas for improvement?

So far, we’re pleased with everything and haven’t seen any areas for improvement.

BACKGROUND

Please describe your company and your position there.

I’m the creative director for Limn Design, a full-service agency that offers web design and branding solutions for businesses of all sizes.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportFruit?

Many of our clients have e-commerce stores for their consumer products. We saw a need to handle the influx of emails, live chats, and order management for those clients. It became a challenge for us to handle, so we began looking for an outsourced solution.

What were your goals for this project?

We wanted not only to offer our clients a value-added service but also wanted a team to manage the outsourcing at scale. We’re in the business of designing beautiful things. We wanted to stay in our lane and let the professionals handle customer support.

SOLUTION

How did you select this vendor?

My team and I were on a hunt to find a service provider when we found SupportFruit through a Google search. 

Describe the project in detail.

Once we went through the onboarding process, SupportFruit made it easy and comfortable for us to hand off customer support. They took it one at a time until all our clients seamlessly transitioned to their team. They also helped create FAQs in order for each of our clients to have references at hand.

What was the team composition?

Our main point of contact is a brand success manager. They also provide four customer service agents, who each handle six of our clients.

RESULTS & FEEDBACK

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

We saw a massive upswing in our clients’ average response times within two months. Because of SupportFruit’s great work, we’re now able to offer the service to every new and existing client.

How effective was the workflow between your team and theirs?

Their workflow is great. They use the same communication tools as we do, which is a huge advantage. What I love most is that we don’t have to handle communications between their whole team. We deal with our one contact, and it works seamlessly.

What did you find most impressive about this company?

The most impressive thing about SupportFruit is their genuine caring for our agency and clients. They put so much time and effort into their service. That trumps any other provider I’ve ever used. Our relationship has become quite close. We even redesigned their brand and website.

Are there any areas for improvement?

No one company has it all figured out. SupportFruit is excellent, but I would like them to improve on their reporting tool. Excel works fine, but I believe they could find a more unique solution in order to produce better and more detailed reports.

BACKGROUND

Please describe your company and your position there.

We’re a full-service and self-service influencer marketing platform that helps brands and agencies find the right influencers to promote their product or service. We build their campaign and communicate with the influencers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportFruit?

We needed a full customer support staff.

What were your goals for this project?

We wanted to cut costs and eliminate our in-house customer support department completely.

SOLUTION

How did you select this vendor?

They were recommended by a colleague, then we put them to the test with a quick tour of our platform followed by a mock scenario. They passed with flying colors and demonstrated that they’d learned about our platform, which can be quite complex, very quickly. They treated our practice “client” with professionalism and respect, so we were impressed and sold on them.

Describe the project in detail.

They’re our full-time customer support team. Any client who needs assistance with any aspect of our platform is put in contact with SupportFruit directly; we’re 100% hands-off. If SupportFruit isn’t able to assist the client, they can contact us immediately for further assistance, taking notes about the matter, and learning how to deal with that in the future.

What was the team composition?

They started with two customer service representatives, but as we grew, they grew with us. We’re currently employing five customer service reps, with the additional three in training.

RESULTS & FEEDBACK

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

Within the first month of hiring SupportFruit, we were 99% hands-off our customer service department, which allowed us to focus on sales. After that, we beat our projected sales by almost 100% in month two. They need limited support from us; we meet with them once a month to go over any changes with the platform and let them handle the rest.

How effective was the workflow between your team and theirs?

They’ve been very hands-on since day one. Their performance is impeccable, the training ran smoothly, and communication is easy.

What did you find most impressive about this company?

We were impressed by how easy it was for them to understand our platform, and how quickly we didn’t have to worry about our support and customer service department.

Are there any areas for improvement?

I have no complaints; they’re great.

BACKGROUND

Please describe your company and your position there.

I’m the founder of BoxAProduct, an agency that curates content and builds online presence for customers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportFruit?

We hired SupportFruit for customer and community support.

What were your goals for this project?

We wanted to increase customer relations and community engagement while receiving responsive support.

SOLUTION

How did you select this vendor?

We found SupportFruit on LinkedIn.

Describe the scope of their work in detail.

SupportFruit researched our industry before taking care of our online customer service. They managed email, live chat, and social media support. This allowed our team to focus on our business and giving customers the ultimate experience.

What was the team composition?

We worked closely with their team.

RESULTS & FEEDBACK

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

With their extremely responsive support, we saw an increase in sales. SupportFruit helped us connect with our audience on a personal level.

How effective was the workflow between your team and theirs?

SupportFruit has improved efficiency, acting as an in-house team. Communication was key to the success of our relationship with SupportFruit. Their responsive team worked closely to reach our goals.

What did you find most impressive about this company?

SupportFruit did more than they signed up for. They crafted almost 500 responses to aid our support.

Are there any areas for improvement?

No, there are none.