What was the scope of their involvement?
The Contact Company provides 24/7 sales and technical support via phone, email, and social media. They also interact with customers on our website through our forum and live chat plugin. The onboarding process included tooling, product training, daily KPIs, and general account management tasks.
What is the team composition?
Each shift has a team leader who oversees a group of customer support representatives. The size of the team expands during peak hours.
How did you come to work with The Contact Company?
We ran a bid program to evaluate five potential customer support vendors on their pricing and quality of service. In addition to having the most value-based pricing, The Contact Company was the only company to offer an impressive company culture, agility, product understanding, and executive engagement.
How much have you invested with them?
To date, we have spent less than $1,000,000 for their services.
What is the status of this engagement?
They started working with us in October 2014, and we plan to continue the partnership until October 2019.