Human support for Europe & US based E-com and Tech
WOW24-7 helps Customer & Technical Support Executives finally forget about CSRs and Team Leads hiring, onboarding, training & inconsistent CSAT. We have been providing 24/7 or Office hours omnichannel customer service and technical support since 2016.
100+ clients from 20+ countries have alreadytrusted us and are achieving 96%+ CSAT with 0 security breaches and up to 60% budget savings.
Expertise in E-commerce & Travel, SaaS & IoT in North America and Europe.
We handle 100% of customer requests during seasonal spikes and new market expansion. You can easily reduce your support team during the off-season and when demand for your products decreases
WOW24-7's employee attrition rate is always at least twice lower than the industry average due to the great company culture built and nurtured, as well as due to well-optimized business process and good leadership.
WOW24-7 keeps track of, reports, and continuously improves the more than 20 KPIs, incl.:
1st Response Time
First Call Resolution
Missed Interactions
Resolution Rate
Resolution Time
Abandoned Rate
Interactions to Resolutions
We operate in American& European zones and build the workflows according to the clients' business processes, software, and data security standards. We keep all data safe & secure by following strict guidelines of GDPR, SOC2, ISO/IEC 27001, ISO9001, HIPAA, and PCI DSS (coming soon).
Our Services:
Level 1 and 2 support in 10+ languages:
1. Customer Support
2. Technical Support
3. Operation Support
There are 2 models of cooperation:
1. Shared teams - the best way to get started quickly
For organisations with low to medium volumes of customer requests and as a first response and triage service for Level 1 technical and customer support
2. Dedicated teams - the best way to meet all your needs
For companies with an average and large number of customer requests and as a Level 1 & 2 for Technical and Customer support when in-depth and specific knowledge of the product is needed
Min project size
$1,000+
Hourly rate
< $25 / hr
Employees
50 - 249
Locations
Afton, WY
Year founded
Founded 2016
1 Locations
Afton , WY
No have been added yet...
Pricing Snapshot
Min. project size
$1,000+
Avg. hourly rate
< $25
/hr
Rating for cost
4.8
/5
What Clients Have Said
WOW24-7 offers competitive pricing and good value for cost, with services starting under $10,000 for smaller projects. Clients appreciate prompt responses and flexibility, often highlighting cost savings compared to in-house staffing. Overall, they deliver quality customer support tailored to client needs.
WOW24-7 consistently delivers high-quality customer support services across various industries, meeting and often exceeding client expectations. Clients note their commitment to excellence and ability to handle diverse customer service needs effectively, contributing significantly to customer satisfaction and loyalty.
Proactive Feedback and Continuous Improvement
Clients commend WOW24-7's proactive approach to feedback and continuous improvement. The team is open to suggestions and actively works to enhance their services, demonstrating a commitment to evolving and improving their support processes.
Exceptional Onboarding and Adaptability
WOW24-7 is praised for their quick and efficient onboarding process. Clients appreciate their ability to adapt rapidly to new systems and requirements, ensuring minimal disruption and a smooth transition.
Challenges with Agent Turnover
A few clients mentioned challenges related to agent turnover, which occasionally led to communication gaps. This suggests an area where WOW24-7 could enhance their offboarding procedures to ensure smoother transitions.
Flexible and Cost-Effective Solutions
WOW24-7 offers flexible, scalable, and cost-effective customer support solutions. Clients appreciate their ability to adapt to changing business needs and provide value for money, making them a preferred choice for many companies seeking outsourced customer service.
Effective Communication and Collaboration
WOW24-7 excels in maintaining effective communication and collaboration with clients. They utilize various communication tools to ensure seamless interaction and are praised for their ability to integrate smoothly into client operations.
"Their ability to adapt quickly to newly given tasks and their attention to detail are impressive."
Sep 11, 2023
Employee Training & Customer Service Support, Premium Soccer
Anonymous
Other industries
Montreal, Quebec
11-50 Employees
Online Review
WOW24-7 provides call center services for a soccer retail company. The team manages the customer service line and provides the necessary tools and systems; the goal is to enhance the customer experience.
Thanks to WOW24-7, the client's customer service has improved; the response time has decreased, and customers receive a more personalized experience. The team is prompt, well-organized, and professional. They're constantly looking to improve the service and are willing to take on extra tasks.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Employee training and customer service support of Premium Soccer
Describe what your company does in a single sentence.
Premium Soccer is a Montreal-based soccer retailer. Our unique retail space offers 7000 square feet dedicated completely to soccer gear. Customers are able to try on the newest footwear in our netted test section, or browse our wide selection of licensed and performance apparel.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire WOW24-7 to accomplish?
Improve our customer service by providing expert responses
Become more organized and consistent
Externalize some of our work
SOLUTION
How did you find WOW24-7?
Referral
Why did you select WOW24-7 over others?
High ratings
Pricing fit our budget
Good value for cost
Referred to me
Company values aligned
How many teammates from WOW24-7 were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Externalizing the customer service line for Premium Soccer is a strategic decision aimed at enhancing the overall customer experience. This scope of work outlines the key tasks and responsibilities involved in this process:
Onboarding:
Identify and select a reputable customer service outsourcing partner.
Develop a detailed Service Level Agreement (SLA) outlining performance metrics and expectations.
Conduct thorough training and onboarding of the external customer service team to ensure they are knowledgeable about the products, services, and brand values.
Infrastructure Setup:
Provide the external customer service team with access to necessary tools and systems, including customer relationship management (CRM) software, order processing systems, and knowledge bases.
Multichannel Support:
Implement phone, live chat, and email support channels, ensuring seamless integration with the company's website and other communication platforms.
Develop and maintain a comprehensive knowledge base for customer service representatives to access when assisting customers.
Quality Assurance:
Establish a robust quality assurance program to monitor and evaluate the performance of the external customer service team.
Regularly review and provide feedback on interactions with customers to ensure adherence to brand guidelines and customer service standards.
Escalation Procedures:
Define clear escalation procedures for handling complex or unresolved customer issues.
Ensure that the external customer service team can effectively escalate issues to in-house staff when necessary.
Performance Metrics and Reporting:
Set up reporting mechanisms to track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and call/chat/email volume.
Regularly analyze data to identify trends and areas for improvement.
Customer Feedback and Improvement:
Collect and analyze customer feedback to continuously improve the quality of customer service.
Use feedback to make necessary adjustments to training, processes, and procedures.
Scalability and Flexibility:
Design the externalized customer service system to be scalable, allowing for increased capacity during peak seasons or as the business grows.
Maintain flexibility to adapt to changing customer needs and preferences.
Cost Management:
Monitor the cost-effectiveness of externalizing customer service and adjust the budget as needed to optimize the investment.
Communication and Collaboration:
Foster effective communication and collaboration between the in-house team and the external customer service team to ensure alignment with brand values and goals.
Continuous Improvement:
Continuously assess and refine the externalized customer service strategy to meet evolving customer expectations and market trends.
By externalizing the customer service line, the premium soccer store aims to enhance customer satisfaction, streamline operations, and focus on its core competencies while providing exceptional support to its valued customers. Effective management and oversight of the outsourced customer service function are crucial to achieving these objectives.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Overr a better customer service (professional reponses in a timely matter)
Quicker time responses for customer requests (email, phone)
Implementation of live chats
A more personalized experience for each customer
We as a company feel more organized and supported
Increased communication
Describe their project management. Did they deliver items on time? How did they respond to your needs?
They always answer our requests and needs promptly
They are very professional and organized
They are always willing to take on any tasks, regardless of its difficulty
They are constantly looking for ways to improve our customer service system
They provided us with evaluation charts which allow us to evaluate the customer service agents
What was your primary form of communication with WOW24-7?
Virtual Meeting
Email or Messaging App
What did you find most impressive or unique about this company?
Their ability to adapt quickly to newly given tasks and their attention to detail are impressive
Are there any areas for improvement or something WOW24-7 could have done differently?
Having french speaking customer service agents (minor detail)
RATINGS
4.5
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.5
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for Vacation Rental Platform
Call Center Services
Less than $10,000
Jan. 2019 - Ongoing
5.0
Quality
4.5
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"We have received a good level of service and we are satisfied."
Oct 14, 2019
CCO, B2Book
Fabio Bufalini
Verified
Hospitality & leisure
Rome, Italy
1-10 Employees
Online Review
Verified
wow24-7 provided customer service outsourcing services for a B2B vacation rentals platform.
wow24-7's efforts continue to be useful and the staff is quick, professional, and effective.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
B2Book is a B2B vaccation rentals platform ..I am Co-Founder and CCO
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire wow24-7?
Customer Service Outsourcing
What were your goals for this project?
Give best customer service support on 24/7
SOLUTION
How did you select this vendor?
tender with 2 other companies
Describe the project in detail.
24/7 customer service support
What was the team composition?
one internal and 3/4 outsourcing plus team leader
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
we are a startup so at this stage it is crucial to have a support that can satisfy our target on 24/7 considering the cost that this should be bring and knowledge.We have received a good level of service and we are satisfied.
How effective was the workflow between your team and theirs?
continue interactions
What did you find most impressive about this company?
time of support and quickness of answers
Are there any areas for improvement?
support on more languages
RATINGS
5.0
Quality
4.5
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Business Process Outsourcing for Retail Business
Confidential
June 2019 - Ongoing
4.5
Quality
4.5
Schedule
4.0
Cost
4.5
Willing to Refer
4.5
"...I feel very confident in growing with them as a key partner."
Sep 9, 2019
Head of Customer Service, Retail Business
Sébastien Quintallet
Verified
Retail
Berlin, Germany
51-200 Employees
Online Review
Verified
wow24- 7 agents provide customer service support, augmenting an internal team.
The vendor delivers high-quality services on an efficient timeline. It’s been a seamless collaboration supported by wow24- 7’s responsive communication and accessibility. The team learns new practices quickly.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am Head of CS at a fashion company (owning design, production, logistics and sales) based in Berlin. We are a fast-growing start-up with currently ~60 employees.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire wow24-7?
We are outsourcing part of our CS to Wow24-7.
What were your goals for this project?
Our goals are to grow a sustainable dedicated Team which can cover late shifts and week-end shift for several of our growing markets, while delivering top quality for our customers.
SOLUTION
How did you select this vendor?
Wow24-7 war referred to me and I also selected them based on their offer (flexibility, processes, price)
Describe the project in detail.
We used the first few weeks to define the terms of our agreement and what we need. We quickly onboarded a coule of agents to tests the quality over a 2-month period in 2 different languages and I decided to keep growing with Wow24-7 as they were able to meet our expectations in terms of productivity, quality, costs.
What was the team composition?
We currently have a small Team of agents working for us at Wow24-7 and will keep growing the workforce with them as our business grows. We have a few points of contact for eg. for team management, finance, etc. and overall the whole collaboration is working very well.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Feedback from my own Team is very good when it goes to the communication with Wow-24-7 agents and I can also see it through the data: good productivity and great quality (nearly a steady 100% rating from our weekly QA).
How effective was the workflow between your team and theirs?
The management and Team at Wow24-7 is extremely reactive, easy to reach and flexible to adjust processes to our needs. We could easily setup all sorts of meetings and calls, enabling optimum communication and quick decisions / improvements.
What did you find most impressive about this company?
I was very impressed by the dedication of the people working for us over there, which shows through a great learning curve from their teams, resulting in very good quality work. Thanks to this and their overall performance, I feel very confident in growing with them as a key partner.
Are there any areas for improvement?
We can be better at planning the next steps and future together and this is an area where both our companies need to work together.
RATINGS
4.5
"Wow24-7 has the potential to become our strongest CS partner moving forward. They provide solid quality and have a flexible and reactive management."
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