Coneit: Empowering Businesses with Exceptional Customer Solutions
Coneit is a customer service outsourcing company committed to delivering exceptional support that drives business growth. Operating from strategically located, secure offices in Europe (Italy and Albania), Coneit offers multilingual services in a wide range of languages, ensuring clear communication and outstanding customer experiences.
Specializing in both inbound and outbound support, Coneit assists businesses across industries such as e-commerce, SaaS, tourism, and education. Whether resolving customer issues, building loyalty, or converting leads into loyal clients, Coneit's skilled professionals are trained to provide top-tier solutions tailored to client needs.
What sets Coneit apart is its scalability and flexibility. The company caters to businesses of all sizes, from small enterprises to large corporations, offering customized service packages that adapt to varying operational demands. Coneit's commitment to 24/7 support ensures uninterrupted availability, making it a trusted partner for organizations with global operations.
By combining cost-effective solutions with exceptional service quality, Coneit helps businesses reduce operational expenses while enhancing customer satisfaction. Its omnichannel approach ensures seamless interactions across phone, email, chat, and other platforms, fostering loyalty and trust among customers.
Coneit is more than a service provider—it's a strategic partner dedicated to helping businesses scale effectively and succeed in competitive markets.
Customer Service Outsourcing for Baby Products Retailer
Customer Service Outsourcing
$10,000 to $49,999
June 2024 - Ongoing
5.0
Quality
5.0
Schedule
4.5
Cost
5.0
Willing to Refer
4.5
"Their proactive approach to resolving challenges and maintaining service quality made them a reliable partner."
Dec 4, 2024
CEO, Eternatal
Stacey Meeks
Verified
eCommerce
Sheridan, Wyoming
11-50 Employees
Online Review
Verified
Coneit Outsourcing provides customer support services for a pregnancy and baby products retailer. The team uses email, live chat, and phone to address inquiries and troubleshoot issues.
Coneit Outsourcing has improved response times and customer satisfaction, increasing CSAT and NPS scores. The team has enhanced efficiency and customer retention rates, and their reporting has been insightful. Coneit Outsourcing has been proactive, adaptable, and committed to customer satisfaction.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the CEO of Eternatal
Describe what your company does in a single sentence.
Brand focused in selling pregnancy, maternity and baby care products.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Coneit Outsourcing to accomplish?
Improving Customer Support
Cost-Effectiveness
Improving Customer Satisfaction
SOLUTION
How did you find Coneit Outsourcing?
Online Search
Why did you select Coneit Outsourcing over others?
High ratings
Pricing fit our budget
Great culture fit
Good value for cost
Company values aligned
How many teammates from Coneit Outsourcing were assigned to this project?
6-10 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Coneit Outsourcing manages Eternatal’s customer service operations, ensuring exceptional support across multiple channels, including email, live chat, and phone. Their responsibilities include addressing product-related inquiries, troubleshooting technical issues, and resolving order concerns such as shipping, returns, and refunds. The team ensures adherence to Service Level Agreements (SLAs) for response times while maintaining a professional tone consistent with Eternatal’s brand. They utilize an updated knowledge base for consistent communication and provide technical support for products like the Fetal Doppler, Breast Pump, and Mesh Nebulizer, escalating complex cases when needed. Key deliverables include efficient query resolution, improved customer satisfaction, comprehensive feedback reporting, and actionable insights to support product and service improvements. This partnership enables Eternatal to provide a seamless customer experience while focusing on business growth.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Improved Response Times:
Reduced average response time to customer inquiries across all communication channels. Consistently meeting or exceeding the Service Level Agreement (SLA) for issue resolution.
Increased Customer Satisfaction:
Positive feedback from customer satisfaction surveys or reviews. A rise in Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
Enhanced Efficiency:
Higher First Call Resolution (FCR) rates, reducing the need for follow-ups. A decrease in the average handling time for customer issues.
Scalability and Support Volume Management:
Seamless handling of increased support volumes without delays or drop in quality.
Insightful Reporting:
Comprehensive monthly reports on customer queries, issues resolved, and trends. Actionable insights derived from customer feedback for continuous improvement.
Customer Retention and Loyalty:
Improved retention rates due to better support experiences. Increased repeat purchases and referrals from satisfied customers.
Brand Alignment:
Consistent maintenance of Eternatal’s professional and empathetic tone in all communications.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Coneit Outsourcing demonstrated strong project management capabilities throughout their partnership with Eternatal. They consistently delivered on agreed-upon tasks and timelines, ensuring that all customer service processes operated smoothly and efficiently. Their team was highly organized, providing clear communication and regular progress updates, which kept us informed at every stage.
Coneit showed exceptional responsiveness to our needs, addressing concerns or changes in requirements promptly and effectively. Whether it was adapting to new processes, incorporating feedback, or scaling support during peak periods, they handled each situation with professionalism and agility. Their proactive approach to resolving challenges and maintaining service quality made them a reliable partner, fully aligned with Eternatal’s goals for superior customer experience.
What was your primary form of communication with Coneit Outsourcing?
Virtual Meeting
Email or Messaging App
What did you find most impressive or unique about this company?
What stood out most about Coneit Outsourcing was their proactive approach and genuine commitment to customer satisfaction. Their ability to seamlessly align with Eternatal’s brand voice and values ensured that our customers received personalized and empathetic support, which strengthened trust and loyalty.
Additionally, Coneit’s adaptability was remarkable. They were quick to implement feedback and adjust processes to meet evolving needs, all while maintaining high-quality service. Their use of data-driven insights to optimize performance and improve customer interactions further demonstrated their dedication to excellence. This combination of responsiveness, professionalism, and innovation made Coneit Outsourcing a truly unique and invaluable partner.
Are there any areas for improvement or something Coneit Outsourcing could have done differently?
Coneit Outsourcing delivered exceptional service overall, with a few areas where slight adjustments could further enhance their impact. Their proactive communication, efficient processes, and consistent feedback mechanisms ensured smooth operations and high customer satisfaction. These improvements would only serve to elevate the already excellent service they provide.
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