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 project costs ranging from under $10,000 to around $30,000 for various client sizes. Clients appreciate their flexible pricing model, timely delivery, and effective communication, making them a reliable option for outsourced customer support.
WOW24-7 demonstrates strong capabilities in resolving issues efficiently. Clients appreciate the team's dedication to addressing concerns promptly and effectively, contributing to a positive service experience.
High-Quality Onboarding and Training
WOW24-7's onboarding and training processes are frequently highlighted as efficient and high-quality. Clients are impressed by the team's ability to quickly integrate new processes and systems, ensuring a seamless transition and minimal disruption to operations.
Room for Improvement in Language Skills
While WOW24-7 provides support in multiple languages, some clients have suggested that improving language skills, particularly for native-level proficiency, could enhance service quality and client satisfaction.
Excellent Customer Service Skills
Clients frequently commend WOW24-7 for their exceptional customer service skills, noting the team's professionalism, empathy, and dedication to providing a high-quality service experience. Their ability to adapt and respond to customer needs has significantly improved client satisfaction.
Proactive in Seeking Feedback
The team at WOW24-7 actively seeks feedback from clients to continuously improve their services. This proactive approach to client satisfaction is appreciated and contributes to the ongoing success of their partnerships.
Strong Project Management
WOW24-7 consistently demonstrates strong project management skills, delivering services on time and maintaining clear communication with clients. Their ability to manage projects effectively is highlighted by multiple clients, who appreciate the timely delivery and responsiveness of the team.
Technical Support Services for Storage Solutions Company
Call Center Services
Confidential
Jan. 2024 - Dec. 2026
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"WOW24-7 provides flexible and excellent service."
Nov 26, 2025
Global Service Director, Promise Technology
Charles Kao
Verified
Other industries
Newark, California
51-200 Employees
Online Review
Verified
WOW24-7 provides 24/7 technical support for a storage solutions company. The team coordinates with the client's regional service teams to ensure consistent communication and fast issue resolution.
WOW24-7 has improved the client's response time, escalation rate, and overall support quality. The team delivers services on time and communicates effectively through virtual meetings and email. WOW24-7's flexibility and excellent service are hallmarks of their work.
The client submitted this review online.
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
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for Pharmaceutical Company
Call Center ServicesCustomer Service Outsourcing
Less than $10,000
Feb. 2025 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"I'm impressed with the speed at which WOW24-7's agents pick up the products."
Nov 25, 2025
Digital Manager, Nordic Pharma
Joe Plant
Verified
Other industries
Reading, England
11-50 Employees
Online Review
Verified
WOW24-7 provides customer service outsourcing for a pharmaceutical firm's two brands. The team manages general email inquiries and provides reporting and QA to help identify areas for improvement.
WOW24-7 has impressed the client with the number of emails escalated and their speed in answering emails, which is much faster than the SLA. Their project management is excellent, and their team is friendly and professional. They also communicate via online meetings.
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.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Help Desk Agents for Online Personal Transformation Co
Customer Service Outsourcing
$10,000 to $49,999
Jan. 2024 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"They were very responsive."
Nov 21, 2025
Director of Operations, Heart Mind Institute
Angie Hight
Verified
Education
Hatfield, Massachusetts
1-10 Employees
Online Review
Verified
WOW24-7 provides customer service help desk agents for an online personal transformation company. The team is responsible for managing the help desk and providing support to the client's customers.
WOW24-7 has answered tickets within the specified SLA, demonstrating the project's success. The team is very responsive and communicates through virtual meetings, emails, and a messaging app. WOW24-7's monthly check-ins, additional training, and support have impressed the client.
The client submitted this review online.
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
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for IT Company
Customer Service Outsourcing
$10,000 to $49,999
Sep. 2024 - Ongoing
5.0
Quality
5.0
Schedule
4.5
Cost
5.0
Willing to Refer
5.0
"They are flexible and friendly."
Jun 19, 2025
Founder & CEO, Maskots Tech SL
Stephane Druet
Verified
Information technology
Spain
1-10 Employees
Online Review
Verified
WOW24-7 provides customer service support for an IT company. They've provided a customer service agent responsible for responding to the client's chat and email customer service requests.
WOW24-7 has successfully provided reliable customer service support and effectively managed customer service requests. The team is flexible, friendly, and willing to support the client. WOW24-7 delivers work on time and communicates via virtual meetings, emails, and a messaging app.
The client submitted this review online.
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.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for SaaS Co
Customer Service Outsourcing
Confidential
Oct. - Dec. 2024
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"The WOW24-7 team was great to work with."
May 22, 2025
COO, ERIN
Dave Hannan
Verified
Other industries
East Pittsburgh, Pennsylvania
11-50 Employees
Online Review
Verified
WOW24-7 expanded a SaaS company's live chat to 24/7. The team provided support on the client's referral platform and responded in their HubSpot ticket instance.
WOW24-7's work was high-quality and efficient. The team graded each agent based on communication, grammar, typos, spelling, workflow, and SLA. The team delivered on time and was great to work with. Moreover, the client praised their strong communication and quick escalation of urgent issues.
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.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for Online Grocery Store
Customer Service Outsourcing
$10,000 to $49,999
Feb. 2024 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
3.5
Willing to Refer
5.0
"They have great PM that works hard to deliver as fast as they can."
Nov 6, 2024
CEO, Tulips SpA
Enrico Martini
Verified
Retail
Italy
51-200 Employees
Online Review
Verified
WOW24-7 provides customer service outsourcing services for an online grocery store. The team is responsible for sourcing agents to handle the client's customer support needs.
Thanks to WOW24-7's services, the client's end customers are accurately assisted. The team delivers on time and works hard, communicating primarily through virtual meetings. Their organizational skills and constant availability have impressed the client, resulting in a positive engagement.
The client submitted this review online.
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
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
3.5
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for Software Co
Customer Service Outsourcing
Confidential
Jan. 2023 - Ongoing
4.5
Quality
4.0
Schedule
5.0
Cost
4.0
Willing to Refer
4.0
"WOW24-7's available hours and flexibility were impressive."
Sep 20, 2024
Head of CX, Software Co
Anonymous
Verified
Other industries
Denmark
11-50 Employees
Online Review
Verified
WOW24-7 provides customer service support for a software company. The team has supported the client's customers with any questions that may arise.
According to their support ratings, the client has been happy with WOW24-7's work. The team has been flexible and available to cover the client's support lines. The team has been responsive via virtual meetings, email, and messaging apps. The team's availability and flexibility have been impressive.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Head of CX of a software company
Describe what your company does in a single sentence.
Callcenter Software
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire WOW24-7 to accomplish?
Support Clients Outside of Office Hours
SOLUTION
How did you find WOW24-7?
Online Search
Why did you select WOW24-7 over others?
High ratings
Pricing fit our budget
Great culture fit
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.
Supporting Clients with any questions which may arrise.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Support Ratings
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Always flexible in regards to covering our support lines.
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's available hours and flexibility were impressive.
Are there any areas for improvement or something WOW24-7 could have done differently?
Maybe developing on proactive product knowledge learning
RATINGS
4.5
Quality
4.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.0
Value / within estimates
Willing to Refer
4.0
NPS
Customer Service Outsourcing for Risk Management Company
Customer Service Outsourcing
Confidential
Jan. 2022 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"They respond to our queries and requests quickly."
Sep 19, 2024
Support & QA Coordinator, FIVE Validation
Anonymous
Verified
Other industries
Brazil
11-50 Employees
Online Review
Verified
WOW24-7 provides customer support services for a risk management company. The team is responsible for providing level one customer support.
The client has been pleased with WOW24-7's services, as they've consistently met their SLAs. The team is responsive and communicative, and internal stakeholders are particularly impressed with the service provider's vast technical knowledge and customer-centric approach.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Support & QA Coordinator of FIVE Validation
Describe what your company does in a single sentence.
We work to minimize the risks of products and services that impact the health, safety and well-being of families.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire WOW24-7 to accomplish? Support services
SOLUTION
How did you find WOW24-7?
Online Search
Why did you select WOW24-7 over others?
High ratings
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.
Level 1 of Customer support services.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
SLAs were met.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Yes. They respond to our queries and requests quickly.
What was your primary form of communication with WOW24-7?
Virtual Meeting
What did you find most impressive or unique about this company?
Their support team is knowledgeable, responsive, and incredibly easy to work with.
Are there any areas for improvement or something WOW24-7 could have done differently?
There are no areas they could have done differently. Our project is specific and they accomplished the training very well.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Service Outsourcing for English Communication Training Company
Customer Service Outsourcing
Confidential
Jan. 2020 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"They consistently deliver items on time and are highly responsive to our needs."
May 30, 2024
Customer Success Manager, Talaera Inc
Anonymous
Education
New York City, New York
11-50 Employees
Online Review
WOW24-7 provides 24/7 customer support for an English communication training company. The team is responsible for support team scaling, process collaboration, and QA.
WOW24-7’s efforts have improved customer satisfaction, efficiency, and response times and reduced follow-ups. The team is highly responsive and proactive, and internal stakeholders are impressed with the service provider's personable and customer-centric approach.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Customer Success Manager of Talaera Inc
Describe what your company does in a single sentence.
Talaera provides Corporate English communication training for non-native English speakers.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire WOW24-7 to accomplish?
Scalability for Customer Support
Improving Efficiency and Response Times
Enhancing Customer Satisfaction by Providing Real-Time Support
SOLUTION
How did you find WOW24-7?
Online Search
Why did you select WOW24-7 over others?
High ratings
Pricing fit our budget
Great culture fit
Good value for cost
Company values aligned
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.
The scope of work with WOW24-7 has involved providing us with 24/7 customer support with real-time responses, integrating seamlessly with our Slack workspace, and offering specialized Level 2 support for complex issues. Key deliverables include adapting services to our specific business needs, scaling the support team during peak times, and continuously collaborating with us to fine-tune processes. The goal has been to enhance customer satisfaction, improve efficiency, and ensure high-quality, personalized support that aligns with our company’s standards. Quality assurance measures are in place to minimize errors and handle escalations effectively, ensuring a seamless customer experience for our users.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
The project with WOW24-7 successfully maintained high levels of customer satisfaction, evidenced by positive feedback from both customers and teachers. It improved efficiency and response times, enabling instant handling of time-sensitive issues and reducing follow-ups. The partnership allowed for scalable support during peak times as our customer base grew, all while being more cost-effective than an in-house team. Integration with our workflows, particularly through Slack, was seamless, and the support team continuously adapted to our needs. This collaboration also freed up managerial time for high-impact tasks, demonstrating significant progress and success.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
WOW24-7 demonstrated excellent project management throughout our partnership. They consistently deliver items on time and are highly responsive to our needs. Their proactive approach included regular check-ins, rigorous quality assurance, and effective management of the support team's communication efficiency and quality. This ensured that our support processes were continuously refined and aligned with our business goals, contributing to the project's overall success.
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?
What impressed us most about WOW24-7 was their human element. They are not just a remote team of random people but genuine, kind individuals. Many of our customers and teachers even refer to them by name, highlighting the personal connections they've built. This level of dedication and warmth is something a bot could never deliver, making WOW24-7 truly unique.
Are there any areas for improvement or something WOW24-7 could have done differently?
We would suggest no significant areas for improvement or changes for WOW24-7. While English may not be their first language, which could occasionally lead to minor confusion or errors, these instances were extremely rare and did not detract from the overall amazing service provided.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services for Soccer Retail Company
Call Center ServicesCustomer Service Outsourcing
Confidential
Mar. 2023 - Ongoing
4.5
Quality
5.0
Schedule
5.0
Cost
4.5
Willing to Refer
5.0
"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)
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