Voice of Excellence
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Customer Support & Supply Chain for Cosmetic Retailer
“They provide creative and innovative solutions for customers...”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the business development manager at Ovlin, a cosmetic retailer. We sell natural and organic skincare products like soap, body wash, and scrubs.
What challenge were you trying to address with Contique Global?
We were looking for back-office support.
What was the scope of their involvement?
They currently manage our customer support and supply chain. Providing call and email support, Contique Global handles all customer feedback and queries about our products. On the supply chain side, they interact with the vendors who sell our products. While they keep us updated about it, they coordinate with our sellers through their own CRM.
What is the team composition?
It’s a five-member team that’s been working on our project, overseen by a project-manager.
How did you come to work with Contique Global?
We met at an e-commerce expo, which they were a part of. We were really impressed by their directors, so we decided to go with them.
How much have you invested with them?
We’ve spent somewhere in the ballpark of $10,000–$50,000.
What is the status of this engagement?
We started working together in July 2019 and the work is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
They provide creative and innovative solutions for customers. If they don’t know what to do, they’ll transfer the calls ASAP. That process has worked really well for us so far.
How did Contique Global perform from a project management standpoint?
Communication has been great since they’re always available and easily accessible. They’re also excellent at time management, so we’ve had a great time working with them.
What did you find most impressive about them?
The quality of their work is outstanding.
Are there any areas they could improve?
No, I can’t think of anything. We’ve been pleased with them so far.
Do you have any advice for potential customers?
Be clear about what you want. The more they know about your business, the easier it is for them to converse with your customers. Be really precise about your descriptions so that they can provide the right information to your clients.