WOW24-7

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.

BACKGROUND

Please describe your company and position.

 I am the Customer Success Manager of a software platform.

Describe what your company does in a single sentence.

Software platform.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire WOW24-7 to accomplish?

• Triaging and managing support tickets.

SOLUTION

How did you find WOW24-7?

Online Search

Why did you select WOW24-7 over others?

• Great culture fit
• Good value for cost

How many teammates from WOW24-7 were assigned to this project?

6-10 Employees

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

Ensuring our response time averages are excellent, assisting our clients with requests for assistance including training, troubleshooting.

RESULTS & FEEDBACK

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

Ticket response time improved, customers following up on tickets without a reply has greatly improved. 

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

The team is timely, communicates well, and is very responsive to improvements put in place including suggesting improvements to help us all succeed.

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?

Friendly and proactive, always, which is a great foundation for customer service.

Are there any areas for improvement or something WOW24-7 could have done differently?

There are always bumps and challenges, but the WOW24-7 team is great at identifying those items and collaborating with us on solutions.

BACKGROUND

Please describe your company and position.

I am the Global Service Director of Promise Technology

Describe what your company does in a single sentence.

Promise Technology Inc. is a recognized global leader in the storage industry and the leading developer of high-performance storage solutions. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire WOW24-7 to accomplish?

• 7x24 global technical support

SOLUTION

How did you find WOW24-7?

Online Search

Why did you select WOW24-7 over others?

• Pricing fit our budget
• Good value for cost

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.

WOW24-7 supports us in delivering truly global 24/7 technical assistance. Their seamless coordination with our regional service teams ensures consistent communication, fast issue resolution, and a unified customer experience. Through this partnership, we are able to provide high-quality, timely support to our customers worldwide, strengthening both service reliability and customer satisfaction.

RESULTS & FEEDBACK

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

Response time, escalation rate, and the overall quality of support inquiries.

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

WOW24-7 always deliver services on time. 

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?

WOW24-7 provides flexible and excellent service for our needs and continues to improve its service quality.

Are there any areas for improvement or something WOW24-7 could have done differently?

N/A

BACKGROUND

Introduce your business and what you do there.

I’m the digital manager of Nordic Pharma UK, a pharmaceutical company that develops and commercializes innovative niche pharmaceutical products to address unmet medical needs. We provide healthcare professionals with solutions often overlooked by larger companies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with WOW24-7?

We needed to outsource our customer service while maintaining a high-quality level.

SOLUTION

What was the scope of their involvement?

WOW24-7 handles the outsourcing of customer service for two of our brands. The team manages general email inquiries and provides reporting and quality assurance to help us identify areas we can improve on.

What is the team composition?

We work with 2–5 teammates from WOW24-7.

How did you come to work with WOW24-7?

We found them through an online search. We chose them because they had high ratings, their pricing fit our budget, and they offered good value for the cost.

How much have you invested with them?

So far, we’ve spent less than $10,000.

What is the status of this engagement?

We started working with them in February 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

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

WOW24-7's speed in answering emails and the amount of emails escalated is impressive. The team is much faster than the SLA.

How did WOW24-7 perform from a project management standpoint?

WOW24-7's project management is very good. The team is friendly and professional. We communicate via virtual meetings.

What did you find most impressive about them?

I'm impressed with the speed at which WOW24-7's agents pick up the products.

Are there any areas they could improve?

No, there's nothing they can improve on.

BACKGROUND

Please describe your company and position.

I am the Director of Operations of Heart Mind Institute

Describe what your company does in a single sentence.

Online personal transformation

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire WOW24-7 to accomplish?

• customer service helpdesk agents

SOLUTION

How did you find WOW24-7?

Online Search

Why did you select WOW24-7 over others?

• Pricing fit our budget
• Great culture fit

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.

Customer service agents to manage the helpdesk and provide fantastic support to our customers.

RESULTS & FEEDBACK

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

Tickets were answered successfully and within specified SLA

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

Yes, they were very responsive.

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 desire to make sure that their agents are doing well, through monthly checkins, additional training of the agents, and supporting our needs.

Are there any areas for improvement or something WOW24-7 could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of Maskots Tech SL

Describe what your company does in a single sentence.

mobile app for pet parents

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire WOW24-7 to accomplish?

• customer service agent

SOLUTION

How did you find WOW24-7?

• Online Search
• Referral

Why did you select WOW24-7 over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

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.

Hired Customer Service Agent for respoding to chat and email customer service request

RESULTS & FEEDBACK

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

Implementation of customer service support. Management of cusotmer service request. Time to respond

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

Yes

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?

They are flexible and friendly. Willing ot support their client.

Are there any areas for improvement or something WOW24-7 could have done differently?

all good. 

BACKGROUND

Introduce your business and what you do there.

I'm the COO of ERIN, an automated employee referral and internal mobility platform. We integrate with existing HR systems to streamline referrals, boost employee engagement, and reduce turnover through easy-to-use apps and policy automation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with WOW24-7?

We needed help expanding our live chat to 24/7.

SOLUTION

What was the scope of their involvement?

We trained WOW to use our ERIN referral platform and respond in our HubSpot ticket instance. The team provided onboarding for both of the above.

What is the team composition?

We worked with nine teammates from WOW24-7, including agents, technical managers, and customer success managers.

How did you come to work with WOW24-7?

We found WOW24-7 through an online search. The team had a flexible pricing model for SMB customers and they were very responsive.

What is the status of this engagement?

We worked with them from October 2024 to December 2024.

RESULTS & FEEDBACK

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

We measured success through SLA response time for chats and the quality of live chats. WOW24-7 had a QA person who graded each agent based on communication, grammar, typos, spelling, workflow, and SLA.

How did WOW24-7 perform from a project management standpoint?

WOW24-7 delivered on time and had great communicators. We primarily communicated via email and Slack.

What did you find most impressive about them?

The WOW24-7 team was great to work with. They followed our support processes and were all strong communicators. The agents on the 24/7 chat quickly escalated issues in real-time via Slack if they were urgent. Any time we needed to adjust a process, the technical team managing our account was always quick to respond. I highly recommend WOW24-7 if you need a way to expand your support teams.

Are there any areas they could improve?

No, there weren't any.

BACKGROUND

Please describe your company and position.

I am the CEO of Tulips SpA

Describe what your company does in a single sentence.

online grocery

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire WOW24-7 to accomplish?

• externalize customer support

SOLUTION

How did you find WOW24-7?

Referral

Why did you select WOW24-7 over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Referred to me

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.

WoW24-7 provide agents for customer support

RESULTS & FEEDBACK

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

accurancy in assistance

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

They delivery on time. They have great PM that works hard to deliver as fast as they can.

What was your primary form of communication with WOW24-7?

Virtual Meeting

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

organization and availability

Are there any areas for improvement or something WOW24-7 could have done differently?

not super flexible in making exception