Top Customer Service

BACKGROUND

Please describe your company and position.

I am the Owner of Silly times day care centre

Describe what your company does in a single sentence.

We are Silly Times Daycare Centre, a childcare provider committed to delivering safe, joyful, and development-focused care for children and peace of mind for parents.

OPPORTUNITY / CHALLENGE

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

• We brought on Top Customer Service to strengthen our communication with families, manage incoming inquiries professionally, and ensure every call or message from parents was handled quickly and with care.

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 full-spectrum support  answering phone calls, responding to chats and emails, helping parents with questions, and ensuring no message went unanswered. They adapted to our brand voice, represented our values in every interaction, and helped keep our communication consistent across channels.

RESULTS & FEEDBACK

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

We noticed faster response times, fewer missed inquiries, and a smoother communication flow overall. Parents appreciated the timely and friendly support, which reflected in better engagement and satisfaction from our community.

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

Their team stayed organized, proactive, and responsive throughout the engagement. They checked in regularly, asked the right questions to understand our needs, and delivered exactly what they promised  with timely and professional communication at every step

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?

Everything went smoothly, and we were happy with the experience.

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

One extra weekly summary report would be nice for planning, but other than that, we felt well supported and valued throughout.

BACKGROUND

Please describe your company and position.

I am the Owner of Auto Holic Detailers

Describe what your company does in a single sentence.

Autoholic Detailers is an automotive detailing business focused on delivering premium care and reliable service to vehicle owners.

OPPORTUNITY / CHALLENGE

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

• Our main goal was to ensure that customer messages and inquiries were handled promptly, especially during busy periods when our team is focused on hands-on work.

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 assisted with responding to emails and messages, managing basic customer questions, and ensuring follow-ups were not missed. They worked quietly in the background but played an important role in keeping communication organized.

RESULTS & FEEDBACK

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

We experienced quicker responses to customers and fewer missed conversations. This helped improve overall customer satisfaction and reduced the pressure on our in-house team.

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

Their approach was straightforward and dependable. Tasks were handled on time, and communication remained steady without unnecessary check-ins.

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 easy to work with and adjusted well when our workflow or priorities changed.

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

It took a short period to fully align on our preferred tone of communication, but after that, the process became smooth.

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Bright learners

Describe what your company does in a single sentence.

Bright Learners is a Canada-based online education company that provides academic support and personalized learning programs for students.

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to manage our customer support operations and help us respond more efficiently to inquiries from parents and students.

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 handled email and message-based customer support, responded to general inquiries, followed up on requests, and helped maintain consistent communication with our clients. They also worked closely with us to understand our processes and tone of communication.

RESULTS & FEEDBACK

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

After working with Top Customer Service, our response times improved and support requests were handled more consistently. This helped improve overall communication and allowed our internal team to focus more on educational delivery.

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

Project management was organized and reliable. Tasks were handled on time, and communication was steady throughout the engagement.

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 open to feedback. When adjustments were needed, their team adapted quickly and worked to meet our expectations.

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

While the overall experience was positive, more detailed reporting on support performance would be helpful. However, this did not impact the quality of the service.

UPDATED REVIEW

This review was published on December 16, 2025
Mark clark

Director, Bright Learners Academy

Education

El Segundo, California

11-50

Jul 2025 - Oct 2025

$10,000 to $49,999

Verified

Project summary
Top Customer Service provided customer support services for a childcare academy. The team managed support inquiries via email and chat, responded to questions, followed up on requests, and tracked support data.

Feedback summary
Top Customer Service improved response times, organized support requests, and enhanced parent satisfaction through effective communication. The team was responsive, flexible, and quickly adapted to new requirements. They provided good value and had excellent project management and communication.

BACKGROUND

Please describe your company and position.

I am the Director of bright learners academy

Describe what your company does in a single sentence.

We proudly provide a safe and enriching environment for children aged 0 to 6 years driven by our mission, vision, and values, we cultivate a nurturing and stimulating atmosphere for early learning and childcare

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 so we could improve communication with parents and students, respond faster to inquiries, and maintain a professional support experience while focusing on growing our academy.

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.

• Managing customer support inquiries via email and chat
• Responding to parents’ and students’ questions in a professional and timely manner
• Following up on requests and ensuring issues were resolved properly
• Maintaining clear communication and reporting on support activities

RESULTS & FEEDBACK

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

• Faster response times to customer inquiries
• Better organization and tracking of support requests
• Higher satisfaction from parents due to consistent and professional communication
• More time for us to focus on academic quality and business development

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

Project management was very good. Tasks were handled on time, communication was clear, and updates were provided regularly. They stayed organized and made sure nothing was overlooked.

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, flexible, and easy to work with. Whenever we had new requirements or urgent requests, their team adjusted quickly and provided helpful solutions.

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

Overall, the experience was excellent. One possible improvement could be offering more detailed performance reports, but this did not affect the quality of their service.

STAR RATINGS

Overall rating: 5.0

Quality: 5.0

Cost: 5.0

Schedule: 5.0

Willing to refer: 5.0

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Early Edge Consultancy

Describe what your company does in a single sentence.

Early Edge Consulting supports early childhood education centers with expertise in consultation, design, construction, financing, staff recruitment, licensing, and daycare management to create enriching learning environments for children.

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to manage our customer support and back-office operations so that we could focus on core consulting tasks, client acquisition, and strategic growth. We wanted reliable, professional support across multiple channels (email, chat, calls) to ensure our clients received quick responses and high-quality service.

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.

Customer support via voice, chat, and email  handling inquiries, follow-ups, and support tickets.

Virtual assistant support including CRM updates, data entry, and basic admin tasks

Management of inbound and outbound call handling to assist clients and prospects professionally.

RESULTS & FEEDBACK

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

Our client response time improved significantly inquiries that used to take days were now resolved within hours. This gave our clients a stronger, more professional experience.
Customer satisfaction and retention improved noticeably, as feedback from our clients became more positive after support was outsourced.
Our internal workload decreased by a large margin, allowing our team to concentrate on strategic growth and client acquisition rather than admin or support issues.

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

Project management was excellent. Tasks were delivered on time, and often ahead of schedule. Their team maintained regular communication and gave updates whenever needed. They showed flexibility when priorities shifted and were quick to respond whenever we had urgent requests

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 highly responsive and professional. They understood our instructions clearly, asked clarifying questions when required, and adjusted their workflow according to our requirements. Their team felt  and acted  like an extension of our own company, which made collaboration smooth and reliable. Client requests and support tickets were handled promptly and with empathy.

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

In general, the experience was very positive. If I had to suggest an improvement: offering slightly more customization during onboarding

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

Please describe your company and position.

I am the Director of Marketing of P.A. Commercial

Describe what your company does in a single sentence.

I am the Director of Marketing at P.A. Commercial, we specialize on Real Estate we do provides fully integrated real estate services and investment properties throughout metro Detroit

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?
We needed a virtual assistant to assist us in managing accounts for real estate firms.

SOLUTION

How did you find Top Customer Service?

We discovered them on the internet. Out of the companies interviewed

Why did you select Top Customer Service over others?

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

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

currently we counted to seven though we began with a single virtual assistant

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

Virtual assistant services are offered by Top Customer Service. A virtual assistant handles every facet of property management after we hire them. They respond to inquiries about particular properties and list them on various websites, such as Zillow. In order to sell the property, they also call potential buyers and set up a meeting with the realtor.

Top Customer Service is aware of what to do because they have been collaborating with one of our rivals. We simply provide them with the details. The process of onboarding has been simple.

RESULTS & FEEDBACK

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

It was challenging to manage the virtual assistants we were onboarding from various freelance platforms in the past. Top Customer Service has had internal management and training since we began working with them. Our time has been greatly saved by them.

We don't participate in calls or training sessions with them. The virtual assistants and I only speak once a month. They handle the remainder of the work. They're performing admirably.

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

They complete projects on schedule and within budget. We communicate by email, phone calls, and 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?

They have all received extensive training in the services we provide. They are well-versed in our operations and the platforms we employ for property management. That's the most important thing. Their management has proven to be a valuable resource. They always reply when necessary to provide a thorough explanation of anything that occurs.

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

So far, they've been good. Honestly I don't know if they need to make any improvements

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.