Tri Source International

BACKGROUND

Please describe your company and your position there.

I am the corporate operations officer who manages all of our teams.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Tri Source International, LLC, and what were your goals??

They hire and train staff to respond to emails and calls concerning bugs, billing refunds, and general questions. This takes this tedious work away from my in house staff so that they may focus on more tasking matters.

SOLUTION

How did you select this vendor and what were the deciding factors?

They quickly responded and gave me a quote on what we needed. They are readily available when we have problems or questions. They can adapt to our new demands.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide 24/7 customer support for our call and email clients using our CRM and backed to track customer interactions and resolved issues.

Who did you work with and what was the feedback process like?

We work directly with Scott who makes sure his team is focused and is doing their job to our satisfaction.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We retain more customers and lower our disputes via refunds that do not become chargebacks that would ultimately cost us more money.

Describe their project management style, including communication tools and timeliness.

We can send a simple email to my guy Scott, who handles everything from his end. if we update our canned responses, he makes sure they know the updates.

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

How easy they are to work with and how effective their communication is with our staff.

Are there any areas for improvement or something they could have done differently?

None at this time

BACKGROUND

Please describe your company and your position there.

Online retailer of various consumer products

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Tri Source International, LLC, and what were your goals??

Handle the ever growing email and phone call burden that we could not manage properly

SOLUTION

How did you select this vendor and what were the deciding factors?

Quality of the reps when compared to price. Best of both worlds from what we saw in the marketplace for these types of services

Describe the project in detail and walk through their service package, including any calling tools used.

Covering overnight shifts US time for inbound calls. Handling all emails for a few specific channels

Who did you work with and what was the feedback process like?

Worked with Scott and process was fine

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Well it is still ongoing but so far very happy

Describe their project management style, including communication tools and timeliness.

Simple and to the point.

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

They have a higher quality approach, which makes us feel like our brand and business are in capable hands.

Are there any areas for improvement or something they could have done differently?

Not so far