WOW24-7

BACKGROUND

Please describe your company and your position there.

HMD Clinical is an interactive response technology provider for the clinical research industry. The company’s work includes developing and supporting innovative clinical trial control, data capture and management software.

We support a library of validated visit modules, web reports, randomization schemas, supply algorithms, administrative functions and messages. My name is Stuart Henderson, I am the Quality Manager for HMD Clinical.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We got in touch with the WOW24-7 team because we needed help with customer support service. We have inquiries coming at different times as our clients are all over the world, so it was very hard for us to handle customer service on our own. And that’s why we decided to outsource it to WOW24-7.

What were your goals for this project?

Customer experience is everything for us. We needed an agency that could deliver professional first line support across several channels such as emails, phone calls, Zendesk chats, etc. And WOW24-7 has done a fabulous job.

SOLUTION

How did you select Wow24-7?

The main reason why we chose WOW24-7 was that they offered the best service. But also, we visited different agencies, including WOW24-7, and we got a really good feel for the business.

We liked the fact that everyone was doing what they were supposed to do. For instance, the project manager actually works on the project and gives feedback to the team. Also, it was very easy to communicate with the company’s agents which is important to us.

Describe the project in detail.

Our clients use our system for their clinical trials. Very occasionally there are times when people need support, so the WOW24-7 team provides that help via email, phone and live chat.

What was the team composition?

WOW24-7 has a very stable and dedicated team. It’s a complete opposite to the team we had before from a different agency, where they had around 30 people answering the calls, making it difficult for us to identify who spoke with our clients. So their service wasn’t good. WOW24-7 is totally different. Their service has been amazing for us.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

WOW24-7 has had such a positive impact on our business. They suggested doing calls from us and that turned out to work very well for us. Moreover, they introduced us to Slack- a very useful and convenient tool. We use it for all our calls and internal communications.

How effective was the workflow between your team and theirs?

Communication between our teams has been very good. If they have a question or a problem they just jump on Slack and address it. They always do the right thing. And even when they were dealing with something we didn’t think they’d be able to answer, they have actually found the right answer. So it’s been brilliant. They definitely exceeded our expectations.

What did you find most impressive about this company?

The best thing about WOW24-7 is their dedication and commitment to what they’re doing. We know that we can rely on them and not worry about our clients not being helped. It gives us a great deal of peace of mind.

Are there any areas for improvement?

I can’t think of any.

BACKGROUND

Please describe your company and your position there.

Calmerry is an affordable online therapy service. The company provides highly effective therapy and counseling via text messaging and video chats. My name is Dmitry Khlan. I am a business development manager at Calmerry.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We needed qualified specialists that could provide empathetic customer support to our users. We knew how important customer service is when it comes to business success. WOW24-7 helped us take care of our client and therapist requests and deliver professional customer service.

What were your goals for this project?

Since clients share sensitive information with us, we wanted to have a customer support team that would be friendly and considerate. The main goal was to make sure that our clients have a positive experience from the first time they visit our website or reach out to us with a question, to establish that we needed customer support representatives that would comprehend the diversity of our client base and be able to deliver exceptional service systematically. WOW24-7 agents turned out to be exactly that.

SOLUTION

How did you select Wow24-7?

We found WOW24-7 through a referral from our network. After a productive conversation with them, we weighed up all aspects of their offer and decided to take it.

Describe the project in detail.

WOW24-7 agents help our therapists and clients navigate through our platform. They provide our users with technical support answering questions and resolving any occurring issues. WOW24-7 team guided our first therapists through the registration process and provided an excellent service. Thanks to such a reliable support team, we’ve gained immense trust from our users.

What was the team composition?

We work with a remote team of agents who communicate with our users through different channels. Due to the flexibility of the WOW24-7 offer, we can change the number of agents depending on demand. It’s very convenient.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Collaboration with WOW24-7 has brought positive changes to our business workflow. Agents assist our users with different things, including navigation and choosing the right subscription package. Thanks to WOW24-7 cost-effective solutions, we’ve saved up resources and reserve them for core business purposes. Since the start of our cooperation, we’ve seen an increase in customer satisfaction and retention rate. This helped us to stand out from the competition and solidify our position in the market.

How effective was the workflow between your team and theirs?

WOW24-7 customer support representatives are very professional. They have been easy to communicate with and have always been ready to provide any information we request.

What did you find most impressive about this company?

The most impressive part about WOW24-7 was its customized solutions and efficiency of agents’ work. It’s hard to rely on an external provider for your customer service. But WOW24-7 team could win our trust by building strategies tailored specifically to our needs and effectively implementing them in their work.

Are there any areas for improvement?

Not for now. Keep up the great work!

BACKGROUND

Please describe your company and your position there.

Translate provides high-quality translation services with the help of professional linguists and artificial intelligence technology.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We have clients from all over the world so we needed a customer support provider who offered round-the-clock service at an affordable price.

What were your goals for this project?

We wanted to see our support inquiries being fulfilled faster and around-the-clock, for our customers worldwide. The highlight of their representatives’ work is that we don’t have any missed calls or chats anymore.

SOLUTION

How did you select Wow24-7?

We found them through a referral. Then we did our own research and they turned out to be one of the top agencies in the industry. Their service options were exactly what we were looking for, price, and quality-wise.

Describe the project in detail.

WOW 24-7 were very considerate from the moment we started working together. None of our requests or suggestions were ignored and it was easy to communicate with them. The onboarding process was pretty quick too. After studying our business needs and objectives they created a knowledge base and developed a customized communication strategy intended to not only solve customers’ problems but also prompt our business growth.

What was the team composition?

Initially, we started with two support managers, and grow to a team of 6 over the course of 2019

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Their response time is great too- all customers’ issues are addressed almost instantly. Our clients seem to be very satisfied with the help they’re getting from WOW 24-7 representatives.

How effective was the workflow between your team and theirs?

At first, the idea of having a remote team was a little bit intimidating. But WOW 24-7 agents turned out to be very flexible and reliable. We can contact their agents any time we want and they will always be available to answer our questions. The company also regularly monitors its employees’ work and generates weekly or monthly reports about their performance.

What did you find most impressive about this company?

The speed of their response time is quite impressive. We haven’t had any complaints about that ever since we hired WOW 24-7. We also appreciate that their agents remain patient and professional even in tense situations.

Are there any areas for improvement?

So far, we’ve been very pleased with their service.

BACKGROUND

Please describe your company and your position there.

Trust Fractal GmbH is a start-up company established in Berlin in 2017. We're providing an identification product for Fin&Tech companies all over the world. My name is Anna Bikmetova, and I'm overseeing Operations and Product departments at Fractal.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We were looking for KYC Vendor who would be responsible for the verification of our users' personal information and documents, that's exactly what WOW is helping us to accomplish.

What were your goals for this project?

Previously, we were handling it in house, we had difficulties with escalating the team if needed, with multiple languages support and with our internal costs, so we decided to find a partner to outsource.

SOLUTION

How did you select this vendor?

We've conducted a Google Research and identified a list of suitable Vendors. The criteria were:

1. GDPR complains
2. multiple language coverage
3. ability to quickly escalate.

Wow was a good fit given the parameters. We really liked the negotiation process. Our sales manager was/is Julia, she was handling all the questions/concerns very professionally. It gave us a very good impression about the whole team in general.

Describe the project in detail.

Wow is verifying Fractal's users 24/7. We provide WOW with the training materials, ongoing support. Fractal can't commit to specific number of verification requests coming on a daily basis, so Wow needs to be flexible when it comes to team's escalation.

We're being billed on a monthly basis, wanted to switch to a quarterly payment but it didn't seem possible. We're paying on a per usage basis, since it's the only possible model we can have due to a different number of verification requests from month to month.

What was the team composition?

We have team-leaders on Wow side who is responsible for verification specialists' performances, as well as for communication with Fractal; Team's size always change over time.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

It saves us a lot of time and money, since we don't need to perform any checks in house, arrange the office for verification needs etc.

How effective was the workflow between your team and theirs?

We communicate in a shared Slack channel. I find it as a good way of communication: all involved stakeholders are part of the channel, all communication is transparent.

What did you find most impressive about this company?

The whole team is very professional, flexible, and understanding in the face of some troublesome situations. Wow is making less mistakes than other teams we used to work with.

Are there any areas for improvement?

There is always a room for improvement, although we're very happy with Wow's performance. We would appreciate if new operators receive a proper training before they start verifying the cases. Experienced operators should also get an ongoing training from time to time. Fractal is happy to assist Wow if needed.

BACKGROUND

Introduce your business and what you do there.

I am the customer service manager at Les Lunes. I am responsible for all the agents we have in Ukraine and the organization of the agents, quality management, and direct communication with the team leader.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with wow24-7?

We were looking for BPO for our apparel company.

SOLUTION

What was the scope of their involvement?

wow24-7 answers our tickets and provides customer service via email. They work from Monday to Sunday. We have 10 agents who support us during the week on a daily basis with tickets, and on the weekends, we have three agents.

What is the team composition?

I am in daily contact with the team account manager.

How did you come to work with wow24-7?

They were recommended to us by another client. We used to work with two agencies but decided to go with them. The quality standards were the same in the two agencies, but wow24-7 was a little more competitive regarding pricing.

How much have you invested in them?

So far, we’ve spent around $30,000.

What is the status of this engagement?

We began working with them in December 2019, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We are just getting more into the quality management and right now, there is still some work to do. Additional training is necessary for their agents but I don’t have any numbers right now for that.

In general, the engagement has been very good. I always feel that the account manager is available and very responsive. If I have any issues or topics to discuss, she is always available. That is very important because you have to be reactive and I get that from wow24-7.

How did wow24-7 perform from a project management standpoint?

We have a Slack channel and I have a direct point of contact if I need something more. Additionally, if there are any problems, issues, or changes, there is always someone I can reach.

What did you find most impressive about them?

They are very fast when it comes to recruitment and very competitive when it comes to pricing.

Are there any areas they could improve?

We are launching in different countries and we need agents for different languages. It would be great if we had more possibilities with higher levels when it comes to language skills.

Do you have any advice for potential customers?

Just go for it.

BACKGROUND

Introduce your business and what you do there.

I’m the process manager at an electric vehicle charging company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with wow24-7?

We needed a company to provide 24/7 support to our customers.

SOLUTION

What was the scope of their involvement?

We needed a partner to provide first level customer care. The process was not complicated, most of the input came from our side. The wow24-7 team onboarded quickly.

Their project manager coordinated training for us. As much as possible, we provided documentation. Based on the materials we provided, the majority of their team was trained internally.

Now, their team answers calls and emails 24/7. They record all customer issues received, which their team then enters into a system we provide. While wow24-7 advises customers, they hand over sophisticated questions to our internal customer service team to address issues later.

What is the team composition?

The wow24-7 team consists of several agents, between 6–8. My main point of contact was the project manager who continues to coordinate and resolve management issues.

How did you come to work with wow24-7?

We found wow24-7 simply on Google. After contacting them, we received immediate response and we led a very professional and convincing conversation. The decision to engage wow24-7 was mainly based on the price of performance and time to onboard. We started with a pilot phase, which led to a long-term contract.

How much have you invested with them?

So far, we’ve spent between $10,000–$15,000.

What is the status of this engagement?

We started working together in April 2019, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We appreciate their quick response times and the quality of service most agents provide. Our team was also happy with the onboarding process.

We asked for basic numbers, which they delivered quickly. To assess performance on our side, we check the system where wow24-7 enters all of the call information. We can see when they received an email, how quickly their team created a ticket, and how fast they processed it. Based on the system, we can make reports.

How did wow24-7 perform from a project management standpoint?

We were very satisfied with how quickly they set up the environment. Also, communication and coordination with the project manager is quick and easy.

What did you find most impressive about them?

Their team managed the onboarding process quickly. They continue to respond fast too. The wow24-7 team tries to help us with every issue we have.

Are there any areas they could improve?

Once we give wow24-7 feedback, they solve any problems for us. To make onboarding easier, their team could have asked more questions in advance. While their English skills are fine, some customers calling from the UK have problems understanding agents’ accents. Their team could also be more proactive in giving us reports on their activities.

Do you have any advice for potential customers?

Communicate any issues and concerns quickly; wow24-7 will take care of them.

BACKGROUND

Please describe your company and your position there.

I’m a project manager at StudentShare, an online database of college essay examples. We provide unique papers on a vast variety of topics written by students for students. Our database, which is 100% legal to use for research and inspiration, has more than 1 million samples.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We hired them as our customer care solution.

What were your goals for this project?

Our main target was to get omnichannel customer support. Wow24-7’s agents know our needs and demands—they are in our industry. The main focus here is answering common questions and providing StudentShare customers with the required instructions and guides via chat and phone calls 24/7 year-round. They also help our customers to download papers into our database.

SOLUTION

How did you select this vendor?

We reached out to them after a recommendation from our network. We also did our own research and found them to be in the top positions of Google. They’re results-oriented, so the conversation was fast and efficient for both of us and we signed a non-disclosure agreement immediately. It took them two weeks to study our niche and flow into the work. They demonstrated their flexibility and scalability from the very beginning.

Describe the project in detail.

StudentShare is a worldwide database, so we have clients from different time zones. We needed Wow24-7’s agents available for our customers 24/7 and they definitely are. They’re also always on the phone and answer very professionally. If they need to reach our customers, they leave a voicemail or write an email.

What was the team composition?

They’ve provided a dedicated team of agents. I have a directory of everyone on the team so I can contact each agent if he/she is on post whenever I need to.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They use a CRM [customer relationship management] system to collect all the data about customers which includes chats, phone calls, emails, and voicemails. This allows us to check results and talk to them directly about different cases. They also provide different kinds of statistics on a weekly or monthly basis.

Outsourcing customer support care to Wow24-7 has saved me time and money and now, my team and I can focus on other important business processes.

How effective was the workflow between your team and theirs?

As I’ve already mentioned, we discuss our workflow and business cases every week or month as needed. They always seek for our feedback because they are in non-stop improvement.

What did you find most impressive about this company?

Their service feels human, which is what we strived to achieve. I consider them to be very supportive of our customers and to us as well. They are always in touch and we can easily reach them whenever we need to. Being a B2C service requires everyday improvement and their agents study constantly to make our clients happy. They help our business to stand out from the crowd by granting outstanding customer care.

Are there any areas for improvement?

They are not perfect in everything but I can’t say that we’ve faced lots of problems with them. I wish for them to continue their nonstop improvement process.

BACKGROUND

Please describe your company and your position there.

I'm the marketing manager at Dixa, a customer service platform for online businesses. We're a SaaS [software-as-a-service] company, and, especially because we're selling to the customer service crowd, we need to differentiate ourselves by our high level of service. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We want to be always available for our clients, but we only have offices in a single time zone. To deliver on that promise, we needed more support agents. We also wanted to find a partner to verify our leads. We hired Wow24-7 for inbound support on phones, chat, and email all day, every day as well as for lead generation via outbound calls.

What were your goals for this project?

We sought to ensure that our customers always have access to high-quality support. 

SOLUTION

How did you select this vendor?

Locating Wow24-7 started with a long online selection process. Once the engagement started, they handled the initial training and briefing of the team members they assigned to us.

Describe the project in detail.

Now, we have coverage on all support channels around the clock, including the in-app support widget. Wow24-7 quickly set up their own knowledge base to share information among the agents assigned to us, and that has turned into a feedback mechanism for our company as well. After testing, we established two tiers of support: they manage the frontline and have direct access to us on Slack.

What was the team composition?

Wow24-7 has five agents who rotate shifts to cover our business and in-app support. 

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They rapidly gained an understanding of our industry, although we do have to invest time in providing feedback for them as well. When they get that feedback, however, they adapt really well. Before our partnership with Wow24-7, we had no phones open for 16 of the 24 hours in a day. Now, we have 24/7 coverage. Previously, we’d miss some calls or chats from customers, but that never happens anymore.

How effective was the workflow between your team and theirs?

The process has been pretty good. Obviously, collaborating remotely means that a few things are bound to go wrong here and there. But, they've been eager to adapt to our means of communication and note-taking systems. So, we got up to speed in less than a month and a half.

What did you find most impressive about this company?

I appreciated the speed with which they built a comprehensive knowledge base for their internal use. They also picked up some of the intricacies of our product quite rapidly.

Are there any areas for improvement?

A few items could be improved, but those are mostly minor (e.g. exactly how to reply to a customer in a certain situation). Overall, we’ve got the partner we’d hoped for. 

BACKGROUND

Introduce your business and what you do there.

We’re a company that produces and sells jewelry and makes supplies for jewelry designers. We handmake everything here in our factory and then sell everything online. Our customers are jewelry designers. We have more than 15,000 different products. I’m a co-founder. My wife is the other co-founder and also the CEO.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Wow24-7?

Wow24-7 provides software and customer service.

SOLUTION

What was the scope of their involvement?

They provide 24/7 customer service through online chat, answering customer questions and requests. They study our industry and needs, and so they can answer common questions. They can give a quick solution for customers who have urgent questions.

They also provide phone call solutions. For example, they'll speak with customers and report back on what was said and how it concluded.

We have a specific group of customers that receive certain service calls, and Wow24-7 does that for us. They also do outbound sales calls and cold calls. They deliver, and then we give a commission to them.

How did you come to work with Wow24-7?

I searched online for a customer service solution because most of our customers are in the US and Europe, and we have a time difference.

I found Wow24-7 in one of the top results on Google, and then I started talking with them. They seemed like a very serious company. I interviewed four different companies that do the same service, but I chose Wow24-7 because of their people. They are very warm and dedicated to what they are doing. They gave me all the information. They didn't push. They understood what I needed, and they promised me that they would only take action once they understood the whole process of working with me. And we only started talking about cost after they signed an NDA. That was very good and made me very confident.

What is the status of this engagement?

I think we started the connection early November 2015, and started working very quickly.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

They answer approximately 30 different online chats per night and have done about 1,000 phone calls by now. I only get feedback from my customers, and I can see that customers are very pleased with the service they are getting. They always say this name or that name for the agents that handled their case, that the service was excellent. We have a record of phone calls for the phone calls they conduct, and they are performing very well.

What did you find most impressive about Wow24-7?

What I mostly like about them is the people that we are in touch with. They are becoming our friends. They're always asking us how they can improve, how they can provide better service.They're always learning, too: they seek out new materials so they can understand our products better. I think that that fact is very significant and important for us, and I feel like they’re here in our business.

They came to visit us last month, so we talked and saw their people. That was important to us, because they're representing our service just as though I was the one answering the phones. This is a service that must be done by people that we trust. It's very important to us. This is the highest value that they have.

Are there any areas Wow24-7 could improve?

Some of the agents could become better sellers. I already mentioned this to them, but some agents could give better service by being happier and more confident when they're talking to our customers. This is very specific to a few agents. I haven’t seen anything else wrong yet.

BACKGROUND

Introduce your business and what you do there.

We are an app-solutions company based in the US providing mobile and web development. We have an operational office in Kiev. I am the VP of global business development.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Wow24-7?

We needed customer-support services for our company, including phone, chat, and contact form conversations.

SOLUTION

What was the scope of their involvement?

Wow24-7 is taking care of our backend support, providing a very good service for clients. They will attend to anyone calling our company. We are using between five and seven resources from Wow24-7's team, either in the US or remote ones.

Wow24-7 is providing full-range services. They are able to explain the development process to prospective customers, estimate a cost, and give any other details.

How did you come to work with Wow24-7?

The main reason for choosing Wow24-7 is that they can cover the five or ten most popular languages on the globe, including English, German, French, Spanish, Portuguese, and so on. I could rate the quality of service with a 4.5 out of 5. They may not be perfect, but the service is very good, as are the prices.

How much have you invested with Wow24-7?

The cost of Wow24-7's support work has been between $10,000 and $15,000. We usually invoice per month, based on the total volume of calls, chats, and email conversations.

What is the status of this engagement?

We started working with Wow24-7 in September 2016. We continue to use their services.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

Our clients are typically referred to an internal project manager for more details after speaking with Wow24-7's resources. They can qualify leads quite well and have been delivering two or three per month, out of an average of 100 contacts to whom they speak.

I am not deeply involved in the ticketing side of things, since that is the responsibility of another manager. Wow24-7 has a very high response rate in general.

How did Wow24-7 perform from a project management standpoint?

Wow24-7's project manager is quite strong. They have set up our environment quickly, and I have no issues in this respect. We may consider a partnership model if we continue working with Wow24-7. Our company is growing, and we need support managers for clients. For now, we are happy with our current approach.

What did you find most impressive about Wow24-7?

Wow24-7 has been performing well for the most part. They have a very advanced level of English, as well as other languages. They also have good skills for handling email and chat-form conversations, with good templates and sales-scripts in place. Wow24-7 has a perfect understanding of our services.

Are there any areas Wow24-7 could improve?

Not for now.