Top Customer Service

BACKGROUND

Please describe your company and position.

I am the Marketing Specialist of SOFTICO

Describe what your company does in a single sentence.

I am a Marketing Specialist at SOFTICO, we specialize on delivering IT Services and IT Consulting Services

OPPORTUNITY / CHALLENGE

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

• We engaged Top Customer Service to offer multilingual assistance in Ukrainian, German, and English.
• Reduce our support department's operating expenses
• Improve the caliber of customer service

SOLUTION

How did you find Top Customer Service?

Online Search

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.

Our live chat and social media channels were taken over by Top Customer Service, which provided real-time assistance and interaction in several languages (German, English, and Ukrainian). They ensured increased customer satisfaction and loyalty by promptly addressing customer issues, feedback, and inquiries.

RESULTS & FEEDBACK

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

Positive customer feedback on our social media and live chat channels increased by 35% thanks to our Top Customer Service expertise. Furthermore, the multilingual support increased our brand's worldwide visibility by reaching a wider audience.

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

Excellent project management abilities were demonstrated by Top Customer Service. They ensured a tailored and efficient service delivery by being on time, flexible, and extremely responsive to our particular needs and feedback.

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

• Virtual Meeting
• Email or Messaging App

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

Top Customer Service is remarkably innovative and flexible in their approach to customer service. One of their best qualities has been their proactive approach to anticipating and resolving issues, as well as their ability to customize solutions to meet our unique needs.

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

Their services have completely met our needs. We don't have any recommendations for enhancements.

BACKGROUND

Please describe your company and position.

I am the CTO of Datakafe

Describe what your company does in a single sentence.

Datakafe

OPPORTUNITY / CHALLENGE

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

• Since we are a retail company, we were not familiar with information technology. We required assistance in overseeing our system's phone lines, advertisements, and chatbots.

SOLUTION

How did you find Top Customer Service?

• Online Search
• Clutch Site

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

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

6-10 Employees

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

Top Customer Service is in charge of our chatbots and phone lines. The team provides technical support and responds to client inquiries about our system. We have provided them with detailed instructions on how to function and what they need to do. We have also given them standard operating procedures (SOPs) and service-level agreements (SLAs) to follow.

RESULTS & FEEDBACK

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

Since the beginning, our product has been overseen by Top Customer Service.  They take care of our product's technical and customer support aspects, and everything is running smoothly.

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

Deadlines are met by excellent customer service.  We communicate using Slack and have an internal management system.

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

• Virtual Meeting
• Email or Messaging App

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

It has been helpful to us that Top Customer Service is aware of our hiring process, so we appreciate that.

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

None

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Pure Financial Advisors, LLC

Describe what your company does in a single sentence.

I am the Marketing Manager at Pure Financial Advisors, LLC , we specialize on financial services and we do provide comprehensive retirement planning services

OPPORTUNITY / CHALLENGE

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

• Offer assistance via a variety of channels. Improve the procedures for customer service Cut down on operating expenses

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
• Company values aligned

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.

By offering our users technical support and multilingual chat, phone, and email support, Top Customer Service helped us increase customer satisfaction. They also handled back-office duties and deployed an AI-powered chatbot for prompt responses.

RESULTS & FEEDBACK

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

We saw an increase in CSAT and quicker resolution times.

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

Because their team was always accessible and the project manager made sure everything proceeded according to plan, the project went smoothly. They addressed any issues we had throughout the project and made changes as needed.

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

• Virtual Meeting
• Email or Messaging App

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

How rapidly their agents received training and were prepared to manage our unique procedures and requirements. They can provide excellent support in a short amount of time.

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

Nothing to notice for now

BACKGROUND

Please describe your company and position.

I am the Project Management of Streamline Show Services

Describe what your company does in a single sentence.

I am the Project Manager at Streamline Show Services, we specializes on retail services and we do Simplified Your "Go-To Source"​ for Arizona I&D labor and quality rentals.

OPPORTUNITY / CHALLENGE

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

• We were not familiar with technology and information technology because we are a retail company. We needed help managing the chatbots, ads, and phone lines in our system.

SOLUTION

How did you find Top Customer Service?

We found them through a search on Linkedin.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned
• Search on internte

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 is in charge of our chatbots and phone lines. The team provides technical support and responds to client inquiries about our system. We have provided them with detailed instructions on how to function and what they need to do. We have also given them standard operating procedures (SOPs) and service-level agreements (SLAs) to follow.

RESULTS & FEEDBACK

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

Top Customer Service has been in charge of our product since the start. They handle the technical and customer service aspects of our product, and everything is operating without a hitch.

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

Top Customer Service meets deadlines. We use an internal management system and communicate via Slack.

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

• Virtual Meeting
• Email or Messaging App

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

We appreciate that excellent customer service is informed about our hiring procedure. It has been advantageous to us.

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

We have no ideas about how they could improve because we are happy with their work and they are doing a good job for us.

BACKGROUND

Please describe your company and position.

I am the Head of Content of PASAKA Cinema Boutique

Describe what your company does in a single sentence.

We specialize on Entertainment Providers

OPPORTUNITY / CHALLENGE

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

• Our goal was to expand our assistance. Our goal was to expand it while maintaining financial responsibility.

SOLUTION

How did you find Top Customer Service?

We began examining the most effective strategy for expanding our team in 2022.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned
• Other

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

Manager, their CEO, and other 2 truly cares about their mission.

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

Our team has grown thanks to them. They provide two kinds of services. The employer of record (EOR) model is one of their models. We have chosen to use that. This EOR model applies to most of our team members. Excellent customer service. handles sourcing, hiring, payroll, IT, HR, and other tasks. Our team members receive their direct reports.

We have completed the team's performance management and training. That is what we have done on purpose. When it makes sense, we may eventually move to the conventional BPO model.

RESULTS & FEEDBACK

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

The main indicator of our engagement's success is the expansion of our team. We've discovered several methods to expand. The most significant statistic I can provide is that, as a result of this collaboration, we are currently saving $3 million annually. It would be significantly more costly every year if we were hiring the team ourselves.

The most significant factor is the yearly savings, which we continue to expand to other areas of the company. Their assistance has allowed us to maintain excellent control over their focus and execution while removing the burden of administrative tasks. The secret to our success was this.

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

They provide excellent outsourcing services and truly care for people. That and being a good partner were very important to him. In his opinion, the relationship is truly a partnership. Our account manager is also always available and very attentive. When we need things to be slightly different from their typical clientele, he speaks up for us internally.

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

• Virtual Meeting
• Email or Messaging App

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

They are the most sincere business associate I have encountered. I've worked with several different customer support tools and BPOs. To make the most of the engagement, we have had to establish a rapport with them. The most sincere people are those at Top Customer Service. They want to act morally and have concern for others.

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

The time to hire would be the one area of opportunity, if I had to choose.

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Central Willamette Credit Union

Describe what your company does in a single sentence.

We specialize on financial services

OPPORTUNITY / CHALLENGE

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

• Offer assistance through a variety of methods. Improve customer service procedures Cut back on operating expenses

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
• Company values aligned

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.

By offering our users technical support and multilingual chat, phone, and email support, Simply Contact helped us increase customer satisfaction. They also handled back-office duties and deployed an AI-powered chatbot for prompt responses. 

RESULTS & FEEDBACK

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

We saw an increase in CSAT and quicker resolution times.

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

Because their staff was always accessible and the project manager made sure everything proceeded according to plan, the project went smoothly. They addressed any issues we had during the project and made changes as needed.

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

• Virtual Meeting
• Email or Messaging App

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

How rapidly their representatives received training and were prepared to manage our unique procedures and requirements. They can provide excellent service in a short amount of time.

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

I haven't observed any during the project.

BACKGROUND

Please describe your company and position.

I am the Co-Founder & CEO of Vetster

Describe what your company does in a single sentence.

Vetster is an award-winning veterinary telehealth platform providing video, chat and voice enabled appointments to pet owners.

OPPORTUNITY / CHALLENGE

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

• The businesses we onboard frequently phone us from various time zones. Even though our website has a chat widget, someone must always talk on the phone or provide clarification.

SOLUTION

How did you find Top Customer Service?

Top Customer Service was recommended to us by someone.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

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

They serve us the One representative, project manager, trainer, and team leader.

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

Because our clients come from different countries and time zones, and our team hasn't been able to respond to those who are awake when we're sleeping, we've recruited Top Customer Service for round-the-clock help to address their questions.

In our system, Top Customer Service offers ticketing, chat assistance, and phone support. During off-peak hours, the crew also manages email, chat, and phone calls. Due to the volume of calls and requests we receive, the majority of their duties are inbound. When someone reaches out, they are the initial point of contact.

We've explained everything to them, including how to respond and the steps to take. We make calls using PhoneBurner, which is connected to HubSpot. They make and receive calls using it from a distance.

RESULTS & FEEDBACK

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

KPIs like average handling time, initial call resolution, and cost savings are used to monitor our top customer service. They're fulfilling our expectations and performing well with those. Although we don't use them much, we have utilized them once and they are competent. They are always really responsive.

Top Customer Service typically takes care of technological issues on their own. The team contacts us since they are unable to access an account to address other issues. To handle those circumstances for Top Customer Service, we have an internal technological team.

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

Meeting deadlines and staying within budget have been hallmarks of Top Customer Service. We conduct calls once or twice a week and communicate internally using Microsoft Teams.

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

• Virtual Meeting
• Email or Messaging App

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

The agents at Top Customer Service are competent. Working with them is simple because they are skilled. There aren't many things we need to tell kids. The staff adheres to the procedures and documents after we provide them. For the past seven months, Top Customer Service has been doing admirably. They're a decent business.

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

They have been performing a fantastic job for us.

BACKGROUND

Please describe your company and position.

I am the CEO of Equator Principles

Describe what your company does in a single sentence.

I am the CEO of Equator Principles, Equator Principles is a risk management framework, adopted by members, for determining, assessing and managing E&S risk in projects

OPPORTUNITY / CHALLENGE

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

• Provide round-the-clock multilingual assistance worldwide.
• Reduce the time it takes to respond.
• Reduce the time it takes to respond.Cut down on the response time.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

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

22

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

24/7 multilingual assistance for Tractive customers worldwide across all channels (chat and emails).

RESULTS & FEEDBACK

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

Reduced First Reply Time (FRT) 
Reduced First Resolution Time (FResT) 
Higher CSAT Score and Round-the-Clock Assistance

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

For the past four years, we have been using Top Customer Service as our outsourced customer care partner, and we have had nothing but good results from their project management. Excellent customer service constantly delivers things on schedule, proving their dedication to fulfilling deadlines and making sure our business processes function properly. They demonstrated remarkable responsiveness to our demands, modifying their approaches and solutions to meet our changing specifications. 

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

• Virtual Meeting
• Email or Messaging App

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

Top customer service remarkable degree of customisation and versatility in their services is among their most striking and distinctive features. They have proven to have a thorough awareness of our unique requirements and business strategy, enabling them to offer support solutions that are extremely customized. We haven't frequently experienced this degree of customization from other service providers. 

Furthermore, their team's proficiency and commitment to staying ahead of market developments have allowed them to provide creative solutions that have continuously improved our operations. They stand out in the market thanks to their dedication to ongoing development and their exceptional capacity to foresee and adapt to shifts in the customer service landscape.

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

Although we have had a generally good experience with them, the recruiting time for support agents who speak languages other than English is one area that notably jumps out for possible improvement. We would be able to better service our broad customer base and meet their needs more quickly if we accelerated the hiring and training process for these agents.

BACKGROUND

Please describe your company and position.

I am the President & CFO of Operation HOPE

Describe what your company does in a single sentence.

I am the President and Chief Financial Officer of Operation HOPE, Operation HOPE is the leading global provider of financial dignity education and economic empowerment programs for low-income or moderate-income youth, individuals and families in underserved communities. 

OPPORTUNITY / CHALLENGE

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

• We are an Information Technology company which was growing at a high rate and the back office work was also growing at a tremendous rate. We were looking at something that would be efficient and also scalable to drive most of our internal functions but also give our in-house team ability to work on really core technical activities.

SOLUTION

How did you find Top Customer Service?

We found out Top Customer Service in an internet search.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

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

On our account, the amount of people working there was 12 team members.

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

Top Customer Service had adopted blended team structure in its work, which mixes front-line communication with back office administration:

7 front-line agents were handling communication through phone, email and chat channels with a quick response time among different time zones.

There were 4 administrative employees who managed important tasks, which include processing contracts, onboarding clients, invoices, and data.

The pricing mechanism was low and clear: the price of one seat was a fixed amount of money per hour including ultra-low taxes and no hidden fees. They took only 9 days to come on board and they adjusted well into our systems, tools, and internal processes.

The primary person to whom we had to speak was Nadia, who was assigned as team lead. She was very professional and responsive so it was very easy and fast to coordinate with her since the first.

RESULTS & FEEDBACK

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

We saved the cost of payroll by 55 percent of what it would have required in terms of staffing in-house staff, We improved on time response to clients to 6 minutes and 50 seconds on average, Response to accompanying receipts became much faster reducing to less than an hour, In the first month of working with them a backlog of administrative backlog was eradicated, Within 3 days and without affecting performance, we could change two personnel.

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

Their organization was well structured, versatile, and extremely receptive as far as project management is concerned. The process went smoothly since it was effective even in recruitment and onboarding to the everyday routines, and the quality of services continued to occur at the same level.

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 professionalism, quickness, and the smooth process of their incorporation into our internal staff impressed us. The agents have coupled flexible ways of working with us, and they also fit in our culture and customer-first attitude. They are ready communicators who felt they were part and parcel of our company.

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

Jokingly, any marginal better thing would be that they had done more real time feedback and update especially during urgent or priority times but as far as their work is concerned, they have been doing very well

BACKGROUND

Please describe your company and position.

I am the President of VSEEN

Describe what your company does in a single sentence.

We specialize on consistently provided clients with the quality and commitment they need to always be presented at their very best

OPPORTUNITY / CHALLENGE

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

• We needed a reliable organization to assist us in developing and maintaining our chatbot.

SOLUTION

How did you find Top Customer Service?

Online Market

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned
• Search Online

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

7

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

As internal customer service help, Top Customer Service saved the day. Our chatbot platform is currently managed by a virtual third-party that also answers incoming calls and emails when our in-house staff is unable to assist. They serve as a non-technical bread and butter team that collects relevant documentation, arranges follow-ups, and forwards technical requests to our developers. We introduced them to our internal procedures, technological advancements, and communication guidelines.

RESULTS & FEEDBACK

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

Their team has continuously met our expectations, remained active in our customer communication channels, and professionally represented our brand, making the partnership seamless and fruitful.

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

Although we manage the project from our end, their team lead is highly approachable and quick to respond. He gives a detailed summary on the activities and measures at our monthly meetings. Slack is a daily communication tool that facilitates effective organization.

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

• Virtual Meeting
• Email or Messaging App

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

Their want to learn was what shocked me the most. Our staff can easily answer basic inquiries and help users because they are accustomed to our industry-specific terminology and technologies. In the IT business, this kind of flexibility is extremely valuable yet difficult to find.

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

We haven't discovered any issues that might require improvement as of yet.