Top Customer Service

BACKGROUND

Please describe your company and position.

I am the Owner of al waqar ac

Describe what your company does in a single sentence.

Expert repairs for fridges, dryers, washers, dishwashers, microwaves, and ovens — all in one place

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to design, build, and maintain a custom customer-support portal for Al WaQaraC. Our goal was to create a unified system for ticketing, customer inquiries, FAQs, and service request tracking to streamline support operations and improve customer response times

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• Great culture fit
• 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 delivered a fully functional web-based support portal including:

Ticket submission and management dashboard for customers and support staff
FAQ and knowledge-base module
Automated email responses for ticket updates
Admin back-end for support staff to view, update and track tickets
Reporting module to analyze support volumes and response times
They also provided initial documentation and training, plus three months of post-launch maintenance and support.

RESULTS & FEEDBACK

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

After launching the portal, our average response time to customer requests dropped by ~50%. Customer satisfaction (based on our internal feedback form) improved significantly, and the support team was able to handle ~30% more tickets without increasing headcount. The knowledge-base reduced repeat queries by about 20%.

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

Project management was very organized. Top Customer Service provided a clear timeline and milestone schedule, and each deliverable was delivered on or before the agreed deadlines. Weekly progress meetings helped keep things transparent.

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 were responsive and adaptive: whenever we requested minor changes (e.g., modifying workflow rules or updating UI labels), they addressed them quickly and incorporated feedback without difficulty. Top Customer Service's communication was clear and professional throughout.

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

One area for improvement would be more detailed user-guide documentation. While they provided basic documentation and training, a more comprehensive manual could help our internal staff handle future updates or onboarding without external assistance.

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Bridge To Home

Describe what your company does in a single sentence.

We are more than a refuge. We are a community of support, healing, and empowerment for women and children who have faced violence, insecurity, or homelessness.

OPPORTUNITY / CHALLENGE

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

We hired Top Customer Service to handle our customer support operations, including email and chat inquiries. Our main goal was to reduce response times and increase 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 managed all incoming customer messages, processed refunds and returns, and handled general product questions. They also provided weekly performance reports, tracked ticket volume, and offered suggestions to improve our support workflow.

RESULTS & FEEDBACK

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

Our average response time dropped significantly, and customer satisfaction feedback improved within the first month. Ticket backlog decreased, and overall customer communication became more consistent and organized.

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

Project management was smooth. They delivered reports on time, followed our internal guidelines, and met the agreed SLAs without issue.

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 team was responsive, flexible, and always willing to adjust based on customer demands or seasonal spikes. Any time we needed changes, they implemented them quickly.

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

During peak times, response quality dipped slightly due to high ticket volume. Having additional staff ready for busy periods would make service even stronger.

BACKGROUND

Introduce your business and what you do there.

I’m a co-founder of Bright Legal Registration Services. We register companies in different states, file legal documents, and manage their accounting. We provide these services to new startups and big corporations.

OPPORTUNITY / CHALLENGE

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

We receive many calls from the companies we onboard from different time zones. Although we have a chat widget on our website, it always requires someone to speak over the phone or explain things.

SOLUTION

What was the scope of their involvement?

We've hired Top Customer Service for 24/7 support to answer our customers' queries and questions because they come from different countries and time zones, and our team hasn't been able to give answers to those who are awake when we're sleeping.

Top Customer Service provides phone support, chat support, and ticketing in our system. The team also handles chat, phone, and email during off-hours. Their tasks are mostly inbound because we receive many requests and calls. They're the first point of contact for anyone reaching out.

We've given them everything, including the procedures to follow and how to answer. Top Customer Service has all the procedures. We use HubSpot to ticket and manage contacts. We use PhoneBurner to make calls, which is integrated with HubSpot. They use it remotely to receive and make calls.

What is the team composition?

We're in contact with one person from Top Customer Service. He's the team lead, trainer, and manager of the project.

How did you come to work with Top Customer Service?

Someone from IBEX referred Top Customer Service to us.

How much have you invested with them?

We've spent around $60,000.

What is the status of this engagement?

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

RESULTS & FEEDBACK

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

We manage Top Customer Service with KPIs like average handling time, first call resolution, and cost reduction. They're doing well with those and are meeting our expectations. We don't need them regularly, but we've used them once, and they know what they're doing. They're very responsive all the time.

When Top Customer Service encounters a technical issue, they usually handle it themselves. Since the team doesn't have access to an account to fix other problems, they reach out to us. We have an internal technical team to manage those situations for Top Customer Service.

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

Top Customer Service has been meeting deadlines and staying on budget. We use Microsoft Teams for internal communication and have calls once or twice weekly.

What did you find most impressive about them?

Top Customer Service's agents are professional. They know what they're doing, and working with them is easy. We don't have to tell them many things. Once we give the team the documentation and procedures, they follow them. Top Customer Service has been doing great for the last seven months. They're a good company.

Are there any areas they could improve?

They've been doing great for us.

Do you have any advice for potential customers?

Top Customer Service has excellent agents who are fluent in English. Their technical support is also good. We've had to use them when we were setting things up. The metrics have improved a lot. We were missing many phone calls and chats. Top Customer Service fixed that, and now we measure those metrics in seconds instead of minutes.

BACKGROUND

Please describe your company and position.

I am the CEO & Co-Founder of KNR Agency

Describe what your company does in a single sentence.

I am the CEO & co-Founder of KNR Agency, KNR is the digital agency specializing in e-commerce for exceptional brands. We improve the performance of e-commerce sites for fashion, luxury, and beauty brands.

OPPORTUNITY / CHALLENGE

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

• we were in need of customer service outsourcing.

SOLUTION

How did you find Top Customer Service?

We located Top Customer Service on the Internet.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Good value for cost
• We had couple of meetings with them

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

One of our team is Top Customer Service and we have three teammates.

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

Top Customer Service is an outsourcing customer service. Our team is the one who handles our accounts with the customer as well as our business calls.

The first time we employed them is on a trial basis. They were trained in our front team after two weeks of training. We explained to them our products and provided them with a copy of the way we do things. They were practically informed of everything as Top Customer Service had already collaborated with another writing company. It has taken the group of people less than a week to understand our processes, refunds and so on.

We have a lot of traffic of ads, as well as Top Customer Service deals only with inbound calls. They use RingCentral to perform outbound calling as they take care of all our customer control needs including mails and chats. The team has also established and operated on tawk.to.

RESULTS & FEEDBACK

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

Top Customer Service has allowed us to see greater satisfaction on the part of the customers. Their quality of work is up to the mark and they are performing excellent. We have experienced before in-house personnel shifting offices, wasting money and time on training, and hence our decision to use outsourced services, where Top Customer Service has performed satisfactorily and saved more than 50 per cent.

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

Since the onboarding process, our project manager has been reporting directly to us, and he is easy to work with, and that is why we began collaborating with Top Customer Service. We employ monday.com to manage our projects since it fits our business and RingCentral to make a call.

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 good with the customer service, and they warrant their name. The group has performed optimally in the reception of incoming calls and the live chat. We did not have a live chat on our channels and they have installed tawk.to and operated that. We are making good conversions as soon as we added the live chat option.

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

I hope I could locate the team on the ground since we are a small company, and I miss the physical encounter with the employees. There is nothing more that Top Customer Service has to improve on other than that, they have been doing a fantastic work.

BACKGROUND

Please describe your company and position.

I am the CEO of Bastion Group Australia

Describe what your company does in a single sentence.

I am the CEO of Bastion Group Australia, we specialize on Fortifying your Digital World against Cyber threats using Cutting-Edge Solutions, experienced experts, and Training

OPPORTUNITY / CHALLENGE

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

• we required a trustworthy entity to help us build and sustain our chatbot framework and manage our clients at once when core development personnel were not available.

SOLUTION

How did you find Top Customer Service?

Doing research and found them online

Why did you select Top Customer Service over others?

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

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 came to the rescue as an internal customer service support. Our chatbot platform is now being handled by the virtual third-party which also receives and answers the email inquiries and the incoming calls when our in-house employees cannot help, They will act as a non technical bread and butter team that gathers pertinent documentation, sets up follow ups, and passes along the technical related requests to our developers. We oriented them with our internal processes and technologies and rules of communication.

RESULTS & FEEDBACK

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

The partnership has been smooth and productive. Their team has consistently delivered on expectations, maintaining a strong presence in our customer communication channels and representing our brand professionally.

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

We handle the project at our end however, their team lead is very responsive and accessible. We meet every month and he presents an in-depth report of activities and measurements. Slack is daily communication that helps to organize everything being efficient.

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?

What surprised me most were their attitude to learn. Our team has got used to our industry-specific vocabulary and technologies and is able to respond to simple questions and assist users comfortably. Such flexibility is hard to find but highly precious in IT industry.

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

At this point we have not found any problems that might need improvement.

BACKGROUND

Introduce your business and what you do there.

I'm an executive at a software development company. We develop software for old-school companies using languages like JavaScript and HTML. Our clients are typically government entities, nonprofit organizations, and companies operating in various industries.

OPPORTUNITY / CHALLENGE

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

We needed support managing our website's chatbot.

SOLUTION

What was the scope of their involvement?

Top Customer Service supports our company's customer service team and manages our chatbot service. When our team is unavailable, Top Customer Service acts as a non-technical team, scheduling calls or gathering details to send to us. They also manage our email communications and incoming calls.

We have provided the team with information about our processes. Top Customer Service representatives are trained in the languages and technologies we use, allowing them to respond to customers accordingly. They work remotely and primarily use Jira and the TalkTo app on our website.

What is the team composition?

We have a main point of contact and five other teammates on our team. Two ladies work on chat support, and three gentlemen work on tickets and calls.

How did you come to work with Top Customer Service?

I found them online.

How much have you invested with them?

We've spent around $23,000.

What is the status of this engagement?

We started working with them in January 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Top Customer Service has been doing well for us so far.

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

We manage the project in-house. Top Customer Service team lead is always available and delivers our requests. We speak with him once a month and have a meeting where he gives us a detailed overview of what they've done. We also communicate through Slack.

What did you find most impressive about them?

Top Customer Service's teammates are good learners. They've learned about the languages we work with and can respond to our customers' inquiries. Their ability to learn those languages and respond is impressive.

Are there any areas they could improve?

I can't think of anything they can improve on.

Do you have any advice for potential customers?

Top Customer Service has good leadership and management.

BACKGROUND

Introduce your business and what you do there.

I’m the CMO of Find Job, an AI-based hiring system startup. Job seekers can upload their resumes, and our system will give them a score based on their resumes. We also provide this system to companies to help them hire candidates through AI.

OPPORTUNITY / CHALLENGE

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

We're a recruitment company, so we had no knowledge of IT or technology; these areas were new to us. We needed help managing our system’s chatbots and phone lines, and with our ads.

SOLUTION

What was the scope of their involvement?

Top Customer Service manages our chatbots and phone lines. The team provides technical support and responds to customers’ queries about our system. We’ve provided them with detailed documentation on how to work and what they need to do. We’ve also given them Standard Operating Procedures (SOPs) and service-level agreements (SLAs) to follow.

What is the team composition?

We’re in contact with three teammates from Top Customer Service. One of the teammates is the leader, so he's the one in touch with us most of the time.

How did you come to work with Top Customer Service?

We found them through a Google search.

How much have you invested with them?

We’ve spent around $28,000.

What is the status of this engagement?

We started working together in January 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Top Customer Service has managed our product from the start. They handle the customer service and tech sides of our product, and everything is going well.

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

Top Customer Service meets deadlines. We use an in-house management system, and we communicate via Slack.

What did you find most impressive about them?

Top Customer Service has knowledge of the recruitment side of our business, which is something we’re looking for. It has been helpful to us.

Are there any areas they could improve?

They’re doing well for us, and we’re happy with their work, so we don't have any recommendations for improvement.

Do you have any advice for potential customers?

If you need technical support, Top Customer Service has a very good technical team. They have tier 1, tier 2, and tier 3 support, and they’re very helpful.

BACKGROUND

Introduce your business and what you do there.

I’m the director of marketing at Eagle Ghostwriters, a writing company. We mostly deal with ghostwriting.

OPPORTUNITY / CHALLENGE

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

We needed help with customer service outsourcing.

SOLUTION

What was the scope of their involvement?

Top Customer Service provides customer service outsourcing. The team manages our customers' accounts and handles our business calls.

We initially hired them for a trial period. We trained them for two weeks with our front team. We told them about our products and gave them documentation on the procedures we follow. Since Top Customer Service was already working with another writing company, they were pretty much aware of everything. The team has grasped our procedures, refunds, and other matters within a week.

Top Customer Service manages primarily inbound calls because we get a lot of traffic from ads. The team handles outbound calls using RingCentral because they're responsible for all our customer service needs, including emails and chats. The team has also set up and managed tawk.to.

What is the team composition?

We have three teammates from Top Customer Service. Two teammates work the morning shift, and one teammate works the evening shift. A project manager is in charge of this team and is our main point of contact.

How did you come to work with Top Customer Service?

We found Top Customer Service online. We held a few meetings with them; they had previously worked with a big writing company. That was a good point for us because they knew about the writing business and how things move in this industry.

How much have you invested with them?

We've spent around $65,000. We've paid around $5,000 for the initial trial period.

What is the status of this engagement?

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

RESULTS & FEEDBACK

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

We've seen increased customer satisfaction thanks to Top Customer Service. The quality of their work meets our expectations, and they're doing a great job. Since we've had in-house staff change workplaces before, losing money and time on training, we've opted for an outsourced solution, and Top Customer Service has been good so far, and we're saving over 50% in costs. 

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

Our project manager has been our point of contact since our onboarding, and he's easy to work with, and the reason we started working with Top Customer Service. We use monday.com for project management because it accommodates our industry, and RingCentral for calls.

What did you find most impressive about them?

They do good customer service and justify their name. The team has excelled at handling incoming calls and live chat. We didn't have any live chat option on our channels, and they've set up tawk.to and managed it. We've had good conversions since we started using the live chat option.

Are there any areas they could improve?

I wish I could find the team on-site because, given our company size, I miss the face-to-face interaction with employees. Other than that, Top Customer Service has been doing a fantastic job and needs no improvements.

Do you have any advice for potential customers?

Top Customer Service has been good to us. If you have an old-fashioned mentality and don't want to adopt the new online working culture, you should open your doors and try outsourcing your projects.

BACKGROUND

Please describe your company and position.

I am a department head at EPA

Describe what your company does in a single sentence.

The U.S. EPA (Environmental Protection Agency) offers certification (EPA 608 certification) to technicians who demonstrate knowledge of the multiple laws and rules that are involved in handling HVAC chemicals, such as the refrigerant found in air conditioners and heat pumps, R-22 and R-410A.

OPPORTUNITY / CHALLENGE

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

• They are the first point of contact for section 608 student interactions
• They are managing the customer support for this program
• We hired the to do the proctoring for EPA 608 certifications

SOLUTION

How did you find Top Customer Service?

Referral

Why did you select Top Customer Service over others?

• High ratings
• 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?

84

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

TCS has been assisting us with proctoring services + Sec 608 support for our students, and it has been smooth all around. Their agents are well-trained, polite & stay on top of the process, specialy during high volume periods.

We have seen a noticeable drop in tech issues and confusion from students ever since we started with them. They understand the compliance side too, which is super important for us. Setup didn’t take long and the ongoing communication has been clear and quick.

Grateful for the consistency. Def helps us focus on the training side while they manage support efficiently.

RESULTS & FEEDBACK

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

They have been very helpful, they made online exam process very smooth for students and they take care of compliant.

We are happy with them so far

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

Yes they delivered on time and always responds on time

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 professional and know what they are doing. 

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

No