Top Customer Service

BACKGROUND

Please describe your company and position.

I am the CEO of Tech Serve Pro

Describe what your company does in a single sentence.

Tech Serve Pro offers managed IT and network support to SMB clients.

OPPORTUNITY / CHALLENGE

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

• We needed a dedicated team to manage help desk overflow and after-hours support to improve SLAs

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

They provided email and live chat support, ticketing system management, escalation handling, and daily reporting.

RESULTS & FEEDBACK

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

Our SLA compliance improved from 75% to 95%, and client ticket resolution satisfaction increased by 20%.

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

They followed our ticketing priorities strictly, provided regular status calls, and delivered improvements on time.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

Their technical understanding of IT workflows and accurate troubleshooting capability was valuable.

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

An onboarding webinar for clients to introduce the support escalation process would be helpful.

BACKGROUND

Please describe your company and position.

I am the CEO of Software Co

Describe what your company does in a single sentence.

I am the CEO of a software company, The company guides clients through fast and exciting shopping experiences by implementing efficient and well-designed online stores.

OPPORTUNITY / CHALLENGE

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

• Being a software company, it was among our objectives that the user experience is easy, and communication with the support team is professional in any of the support channels.

SOLUTION

How did you find Top Customer Service?

Clutch Site

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

Top Customer Service became a welcome extension of our internal activity. They assumed control of every day management of our chatbot frame, the reception of client emails and calls at off hours or when our in house team was not available. They shall collect and organize any support related documentation, set up follow ups with clients, forward any technical issues within our team to the proper developers.

We took them through our in-house tools and processes and taught them our communication rules and procedure so that they aligned themselves with our brand tone and process.

RESULTS & FEEDBACK

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

The teamwork has been very efficient. Top Customer Service has always delivered what we expect of it, has always had a great professional and friendly presence on all the avenues and has made a positive impact in representing a brand to its user base.

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

Although we are on our end of the deal in terms of the project, their team lead has been very receptive. Every month, they report to us on the performance on a detailed report, we are able to communicate on a daily basis through Slack, which has eased coordination on their part

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

Their interest in learning and getting accustomed to our technology set and industry terms was notable indeed. One cannot easily find an outsourced workforce that grasps technical lingo and blends into an IT framework as easily as that. Their ability to be flexible and attentive to detail is their great asset.

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

We have not met any problems so far that would need to be changed. It has been positive all round.

BACKGROUND

Please describe your company and position.

I am the CEO of Ecom Boost

Describe what your company does in a single sentence.

EcomBoost is a fast-growing e-commerce brand offering eco-friendly home and lifestyle products across the U.S.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?
We needed a reliable customer service partner to handle order inquiries, live chat, returns processing, and post-purchase support to improve our customer satisfaction and retention.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

Top Customer Service provided a full customer care team that handled all inbound communication channels (email, phone, chat), tracked customer complaints, processed returns and refunds, and provided us with weekly performance metrics. They also integrated with our help desk platform and Shopify backend.

RESULTS & FEEDBACK

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

Within 60 days, we saw a 40% decrease in response times, a 22% improvement in CSAT (customer satisfaction score), and our return-to-purchase ratio went up by 15% due to faster resolutions.

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

Project management was very organized. They onboarded within five days, delivered weekly reports without fail, and responded quickly to any operational changes we requested.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

Their ability to blend seamlessly into our brand voice and operate like an extension of our internal team was remarkable.

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

Initially, their first-week scripts felt too generic, but they quickly improved once we shared more customer scenarios and FAQs.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of an SEO company. We provide SEO services for restaurants and fitness companies, especially on the eastern coast of the US. We’re well-known in the hospitality industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Top Customer Service?

We’re a small company with five full-time employees. We were having problems answering calls and responding to customers, especially from the marketing side. We didn’t expect that restaurants would need SEO and other marketing services. Initially, my colleague and I tried to answer those calls, but they were too much for us, so we decided to hire Top Customer Service.

SOLUTION

What was the scope of their involvement?

Top Customer Service answers calls for us. We receive a lot of calls from our ads, so they answer those calls 24/7. The team also answers chats and emails. They deal with customers on both sides of the business.

We've given them scripts to follow for answering and responding. We have three SEO packages on the website, and they’re supposed to give the pricing and explain how the process works. Sometimes, companies need a listing on Yelp and other platforms, so they inquire about those things. We gave Top Customer Service complete information on what to say to each customer.

We've provided the phone system, called RingCentral, and they use it to manage the details. They work remotely.

What is the team composition?

Initially, we started with one agent to answer calls after office hours. We trained that person, and then we were given a project manager who trained them on our system. After three months, we gave them the 24/7 spot, and now there are four people working on our project.

Two people are working during office hours, one person is working in the evening from Monday–Friday, and another one works for a few hours on the weekend. We have one main point of contact who manages the team.

How did you come to work with Top Customer Service?

We hired them through IBEX Global. They were working with them previously.

How much have you invested with them?

We’ve spent around $88,000. They've given us a fixed price and charge $1,200 per agent. 

What is the status of this engagement?

We started working together in February 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Cost has been a major factor for us, and Top Customer Service has represented a lot of cost savings for our company. We hired a remote team because they've been a part of a larger company, so we knew they were professional, and the cost was good. They charge around 40%–60% less than an in-house team would cost. 

Additionally, we're getting almost 24/7 support, which would not be possible with an in-house team. Therefore, we've gotten a good ROI.

How did Top Customer Service perform from a project management standpoint?

They gave us a fixed price, and we pay all four agents at the beginning of the month. They always stay within that price.

We manage everything on Google Sheets, and they send us the reporting at the end of the day. We also see that on monday.com. We have WhatsApp groups with all the teams, and we communicate over WhatsApp.

What did you find most impressive about them?

They’ve been a good support for us. They’re well-trained, and we’ve found a lot of new ideas about managing customers and improving businesses in our weekly meetings. They’ve designed our whole customer service process. Previously, we had no process, and anybody from the team could receive a call. After they came in, we got monday.com and the sheets where we can track the progress. They’ve developed the customer side for us. 

Moreover, they’ve definitely improved the customer response time. We count this in seconds now. They just respond and answer the call if they miss it; they call back right away.

Do you have any advice for potential customers?

They’re a professional team. They’ve been employed with some big brands. We have two agents working on our project, and they were previously working with a famous language-learning app and another app. Thus, they're the best company to work with.

BACKGROUND

Please describe your company and position.

I am the Owner of Certi Pro Academy

Describe what your company does in a single sentence.

We’re an e-learning startup providing certification courses to professionals.

OPPORTUNITY / CHALLENGE

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

• We wanted to introduce AI-powered ticket tagging and 24/7 live chat support.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

They integrated a chatbot with auto-tagging, set up escalation rules, delivered agent training, and provided weekly analytics reports.

RESULTS & FEEDBACK

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

Chatbot handled 40% of queries autonomously
Reduced human intervention to 60% of tickets
Decreased first-response time from 3 hours to 45 minutes

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

They followed agile methodology, delivered chatbot integration on time, and met each sprint goal.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

I was impressed by their data-driven optimization approach: reviewing transcripts and refining response flows weekly.

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

Voice support took longer to launch than we expected due to integration delays; communication around this could have been more transparent.

BACKGROUND

Please describe your company and position.

I am the CEO of Commerce Help.io

Describe what your company does in a single sentence.

We run a mid-sized SaaS support platform servicing e-commerce SMBs.

OPPORTUNITY / CHALLENGE

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

• We engaged Top Customer Service to reduce average response times and raise customer satisfaction scores.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

They implemented a multichannel support system (email, phone, live chat) and developed SOPs. Deliverables included agent training manuals, bot triage workflows, weekly performance dashboards, and a 24/7 shift schedule.

RESULTS & FEEDBACK

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

Reduced average response time from 4 to under 2 hours within 2 months
Increased CSAT from 82% to 91% in three months
Achieved a 15% drop in repeat tickets

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

They used Asana with clear deadlines, held weekly sprints, and met every milestone punctually.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

I was impressed by their ability to adapt multilingual chat support within weeks and customize workflows seamlessly.

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

Initial reporting dashboards lacked advanced metrics (e.g., CRM integration), but they quickly upgraded when we requested it.

BACKGROUND

Please describe your company and position.

I am the Owner of Glow Skyn Cosmetics

Describe what your company does in a single sentence.

GlowSkyn is a skincare brand offering clean, science-backed beauty products through online and retail channels

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to manage our customer interactions across live chat, email, Facebook, and Instagram, ensuring timely and unified communication

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

Their team managed our DMs, responded to email inquiries, handled live chat on our website, and monitored mentions/tags across social media. Daily reports, customer satisfaction scores, and response time tracking were part of the deliverables.
 

RESULTS & FEEDBACK

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

Response time dropped from 6 hours to under 1 hour, customer satisfaction improved by 35%, and social engagement rose significantly due to real-time interaction.

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

Everything was rolled out smoothly and on time. Their onboarding was quick, and training on brand tone was handled within a few days.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

They adapted rapidly to campaign changes, new product launches, and seasonal promotions without needing constant oversight.

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

A centralized dashboard for us to track live interactions in real time would be a great future upgrade, but their detailed reporting has been more than sufficient so far.

BACKGROUND

Please describe your company and position.

I am the CEO of Office Pro Supplies

Describe what your company does in a single sentence.

OfficePro Supplies is an online B2B platform providing office essentials and equipment to small and mid-sized companies

OPPORTUNITY / CHALLENGE

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

• We brought in Top Customer Service to handle order entry, inventory updates, and return processing so that our team could focus on strategic growth

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

Agents managed daily ERP data entry, CRM updates, inventory reconciliation, and processed returns and refunds. Key deliverables were daily completion reports, consistency in data accuracy, and SLA-driven task execution.

RESULTS & FEEDBACK

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

Data errors dropped by 80%, order processing time halved, and our sales team was able to increase client outreach by 20%.

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

They consistently met deadlines, provided clear daily updates, and often delivered ahead of schedule.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

Their attention to detail and reliability eliminated the need for rework—saving us time and stress daily.

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

Integrating their reporting with our BI tools would be helpful, but current manual reports continue to serve us well.

BACKGROUND

Please describe your company and position.

I am the CEO of a software development company.

Describe what your company does in a single sentence.

We are an enterprise software development company with offices across the 10 countries 

OPPORTUNITY / CHALLENGE

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

• Handle our customer support
• Basic tech support for our SaaS products
• Appointment Setting for sales team

SOLUTION

How did you find Top Customer Service?

Referral

Why did you select Top Customer Service over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Top Customer Service were assigned to this project?

17

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

We hired them in the days of Covid to help our clients' support team and then they became a core part of our team.. They re handling customer support, all communication inbound or outbound is handles y them and they also help our sales team with bookings 

RESULTS & FEEDBACK

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

We have seen a huge hike in our customer satisfaction after onboarding them, we hired them for 24/7, they typically respond and are available 24/7 without any holidays 

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

Yes, they always deliver on time and we never have to ask for anything

What was your primary form of communication with Top Customer Service?

Virtual Meeting

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

We hired them when they were part of IBEX Global, and they followed the same standard after they went their own way from IBEX Global. They are professionals and know what they are up to

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

No they are perfect 

BACKGROUND

Please describe your company and position.

I am the CEO of Globa Soft CRM

Describe what your company does in a single sentence.

GlobaSoft CRM is a SaaS company that provides customizable customer relationship management software to small and mid-sized businesses globally

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to handle Tier 1 and Tier 2 technical support for our clients, with the aim of reducing our internal support burden and ensuring prompt, knowledgeable assistance 24/7.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

High ratings

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

They provided trained technical support agents who managed incoming support tickets, live chat, and phone inquiries related to user login issues, basic feature walkthroughs, bug reporting, and system performance. 

RESULTS & FEEDBACK

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

We saw a 50% drop in response time, a 40% increase in first-contact resolution, and our customer satisfaction score jumped from 3.9 to 4.6. Most importantly, our internal development team could refocus on product improvement rather than fielding basic technical queries.

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

Yes, their onboarding was swift, and they stuck to our SLAs without fail. The project manager assigned to us was highly professional, provided regular updates, and managed performance consistently.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

Their agents demonstrated real technical understanding of our platform, not just scripted answers. Their ability to grasp new features and handle user concerns independently was a huge value-add

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

If they offered a bit more proactive feature usage training for new users, that would enhance the onboarding experience. But overall, their technical support exceeded expectations.