Ansvery

BACKGROUND

Please describe your company and position.

I am the Head of customer support of Noones

Describe what your company does in a single sentence.

Noones is a financial communication super app that brings empowerment by connecting people to the global conversation (chat) and the world’s financial system (payments).

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• We engaged Ansvery to handle our customer support inquiries and manage user interactions on our social media platforms. Our goal was to ensure seamless customer service and maintain a strong online presence.

SOLUTION

How did you find Ansvery?

Online Search

Why did you select Ansvery over others?

• High ratings
• Pricing fit our budget
• Fast start

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

Ansvery was tasked with processing customer inquiries, managing user interactions on social media, and analyzing the effectiveness of these services. Monthly, their QA team would evaluate the performance, providing recommendations on potential improvements for our guidelines and processes.

RESULTS & FEEDBACK

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

The Ansvery team consistently delivered high-quality customer support. Their monthly evaluations provided invaluable insights, allowing us to refine our processes and further enhance customer satisfaction.

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

Ansvery excels in maintaining open lines of communication. Whenever I had queries or concerns, I could discuss them promptly. Their timely responses and proactive approach ensured smooth project management.

What was your primary form of communication with Ansvery?

Virtual Meeting

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

Ansvery's proactive nature and consistent communication stand out. Their dedication to not just providing a service, but also offering monthly evaluations to ensure continuous improvement, is commendable.

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

As of now, we are highly satisfied with their service. However, continuous innovation and adaptation to the ever-evolving customer support landscape will be beneficial.

BACKGROUND

Please describe your company and your position there.

Planner 5D – An advanced and easy-to-use 2D/3D home design tool

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ansvery?

For the Customer Support project. The goal was to outsource the whole first line support structure, including hiring, educating, and managing agents

SOLUTION

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

We knew the vendor from the networking activities. The deciding factor was that they could offer certain flexibility and were open to new projects from our side

Describe the project in detail and walk through their service package.

They’ve set up the helpdesk we started to use to communicate with the users. Currently, they are replying to support requests: explain app features, solve technical and payment issues. Their work includes Quality Assurance, and their specialists collaborate with the QA specialist on our side

How many resources from the vendor's team worked with you, and what were their positions?

With their team of managers, agents and QA specialists

RESULTS & FEEDBACK

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

The team assured a short response time, so in the end we moved to live chat support

How effective was the workflow between your team and theirs?

Linear management is in constant communication with us. We use a corporate messenger for keeping in contac

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

We are impressed by their readiness to help us in our new side projects.

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

Since there’s almost no direct communication with the team of agents, we have to rely on their management in terms of delivering and working through the feedback we provide