Customer Umbrella

BACKGROUND

Please describe your company and position.

 I am the Chief Executive Officer of a gambling company 

Describe what your company does in a single sentence.

Our company is a gambling firm that offers online sports betting and casino gaming services in the United States.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• Before partnering with Customer Umbrella, we faced significant challenges in managing the ever-increasing volume of customer inquiries and support requests. As a leading sports betting and gambling company that provides innovative and immersive betting experiences, we prioritised providing our customers with unparalleled service. However, the increasing demand for customer support via outbound calls, live chat, and email was straining our resources.
• Our goal in hiring Customer Umbrella was to improve our customer support operations while also providing a seamless and positive experience for our customers.

SOLUTION

How did you find Customer Umbrella?

Online Search

Why did you select Customer Umbrella over others?

• High ratings
• Pricing fit our budget
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

They began by thoroughly evaluating our current customer support processes and understanding the unique dynamics of our sports betting platform. Their responsibilities included handling outbound calls, live chat support, and email inquiries, with a focus on providing personalised and efficient service to our customers. 

During the project's phases, the Customer Umbrella team received extensive training on our platform, betting options, and customer personas. They effortlessly incorporated with our systems and workflows, allowing for a smooth transition of tasks. Furthermore, their early approach to dealing with customer inquiries and issues contributed to the project's success.

RESULTS & FEEDBACK

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

The project's concrete results included an enormous boost in customer support efficiency and positive feedback from our users. With Customer Umbrella handling a large portion of our support tasks, our team was able to concentrate on improving our platform's features and providing innovative betting experiences to our customers.

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

The cooperation between our team and theirs was extremely effective. Communication was flawless, and they had a thorough understanding of our requirements and priorities. Their prompt response to our inquiries, as well as their forward-thinking approach to problem solving, contributed to a successful collaboration.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

Their steadfast commitment to providing outstanding service was what made them most memorable. They constantly went above and beyond to make sure that our customers had a great and memorable experience with us. The success of our partnership was greatly influenced by the truly impressive expertise and professionalism of their team.

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

We are appreciative of their contributions to our success as their performance surpassed our expectations.

BACKGROUND

Please describe your company and position.

 I am the Founder and Chief Memory Officer of a design company 

Describe what your company does in a single sentence.

We're a complete digital platform for managing, conserving, and sharing private memories via images and videos.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?
It was essential for us to keep our community safe and happy, with an emphasis on encouraging users to take and share pictures of their friends. By hiring Customer Umbrella, we were able to delegate the task of content moderation and guarantee that all texts, images, and videos on our platform adhered to the strictest safety and legal requirements.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

They started by taking the time to fully comprehend the peculiarities of our social media platform as well as the particular safety and legal requirements that we had to adhere to. Their responsibilities encompassed the examination and regulation of user-generated content, encompassing images, videos, and written content, to guarantee adherence to global norms. 
Throughout the project's phases, their team had to attend intense training sessions to become familiar with the rules, safety procedures, and community standards of our platform. Their seamless integration with our current content management systems made the moderation process easy and effective. Additionally, their group took preventative action by spotting possible safety issues early on and taking appropriate action before they got worse.

RESULTS & FEEDBACK

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

The project's measurable outcomes were clear in our platform's increased safety and compliance. We saw a big decrease in offensive or dangerous content on our platform as a result of their diligent moderation efforts, which made user experience safer and better.

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

Our team and theirs worked together in a very efficient manner. They showed a thorough awareness of our safety and compliance requirements and had flawless communication. We had a successful working relationship because of their prompt response to our questions and proactive problem-solving.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

Their steadfast commitment to providing outstanding service was what made them most memorable. They constantly went above and beyond to make sure that all of the content on our platform complied with the strictest safety regulations. Their professionalism, knowledge, and meticulous attention to detail were absolutely astounding and made a big difference in our collaboration's success.

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

Personally, I can't think of any problems or things they could have done more effectively.

BACKGROUND

Please describe your company and position.

 I am the Founder and CEO of an Electronics Manufacturer

Describe what your company does in a single sentence.

We focus on the design and manufacture of cutting-edge consumer electronics and gadgets.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• We needed to provide timely and effective repair services. Nonetheless, organizing outbound phone calls and emails for gear collection in seven languages proved problematic logistically. We were able to outsource the telemarketing component of our repair services utilizing Customer Umbrella while still providing our clients with easy scheduling and communication.

SOLUTION

How did you find Customer Umbrella?

Online Search

Why did you select Customer Umbrella over others?

• High ratings
• Great culture fit
• Good value for cost

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

They commenced by performing an exhaustive evaluation of our repair service scheduling procedure and comprehending the varied language needs of our clientele. As part of their job duties, they had to arrange hardware pickups for repair services by sending outbound emails and scheduling calls in seven different languages. 
The project's phases included thorough training sessions where the staff of Customer Umbrella became acquainted with our repair service protocols, customer communication styles, and linguistic quirks. They made a seamless transition between tasks by integrating with our current workflows and systems. Additionally, in order to maximise scheduling effectiveness and reduce customer wait times, their team took proactive measures.

RESULTS & FEEDBACK

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

Our repair service operations' increased customer satisfaction and efficiency were clear indicators of the project's results. We saw a major decrease in scheduling errors and missed appointments as a result of their persistent telemarketing efforts, which sped up hardware repair turnaround times. Furthermore, our diverse customer base received effective and personalised communication thanks to their multilingual support, which improved their overall experience with us.

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

There was a very efficient collaboration between our team and theirs. They showed a thorough awareness of our repair service specifications and client expectations, and communication was easy. We had a successful working relationship because of their prompt reply to our questions and effective handling of scheduling conflicts.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

Customer Umbrella's steadfast commitment to providing outstanding service was what most impressed me about them. To make sure that every encounter with our customers was productive and enjoyable, they constantly went beyond what is expected. They were incredibly professional, knowledgeable, and multilingual. All this greatly aided in our collaboration's success.

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

We could not identify any areas that needed improvement.

BACKGROUND

Please describe your company and position.

I am the CEO and Head of International Product Management of a gaming company 

Describe what your company does in a single sentence.

Our company specializes in the design, manufacture, and marketing of gaming machines and casino games for both traditional and online casinos.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

Our organization found it difficult to handle the deluge of support requests and customer questions from the online betting and gaming sector before collaborating with Customer Umbrella. We realized that, in light of the volume of requests, we needed to enhance our customer service, especially with regard to outbound calls, live chat, and email support. Making ensuring our gamers were happy and improving the quality of our service to them was our top objective.

SOLUTION

How did you find Customer Umbrella?

Online Search

Why did you select Customer Umbrella over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

They came up with a strategy that covered a range of services like outbound phone calls, live chat support, and email management. All of this was done to maintain the integrity of our brand and offer individualized support. Their team thoroughly studied our policies, services, and the values of our athletes during their first training sessions. Everything worked more efficiently and tasks were finished more quickly when they were integrated with our present procedures.

RESULTS & FEEDBACK

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

Working with them has been really advantageous. Our ability to provide customer service has significantly improved, and the response from our gamers has been nothing but good. Having assumed most of the support duties, our internal staff can now concentrate on growing and enhancing our gaming products. Furthermore, the fact that our gamers are growing more involved and content shows that this collaboration was successful.

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

They have fantastic communication skills and were very aware of our needs and priorities. Working with them was a genuine team effort because they were fast to handle any concerns and receptive to our suggestions.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

They made sure that every conversation we had with our players was enjoyable and unforgettable. They consistently went above and above, whether it was handling challenging problems or offering individualized support.

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

There were no evident areas for improvement in their service, which was great. They performed a great job of doing the assignment completely and on schedule.

BACKGROUND

Please describe your company and position.

 I am the CEO and Co-Founder of a gaming company 

Describe what your company does in a single sentence.

We create immersive and innovative video games that transport players to fascinating worlds full of adventure and excitement.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• We needed a dependable partner to efficiently handle outbound calls, live chat, and email support, ensuring continuous communication with our players while we focused on providing groundbreaking gaming experiences.

SOLUTION

How did you find Customer Umbrella?

Online Search

Why did you select Customer Umbrella over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

After partnering with Customer Umbrella, we began a cooperative journey to improve our customer support operations. Their team meticulously analysed our requirements and designed an all-encompassing answer to meet our specific needs. The scope of work included: 

1. Outbound Calls: Customer Umbrella took on the responsibility of actively reaching out to our players, answering questions, and providing timely assistance to improve their gaming experience. 
2. Live Chat: They implemented a responsive live chat system that allows for real-time communication with players to answer questions, troubleshoot problems, and provide personalised recommendations. 
3. Email Support: Customer Umbrella expertly managed our email support channels, ensuring timely responses to player inquiries, feedback, and concerns.

RESULTS & FEEDBACK

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

The partnership with Customer Umbrella produced observable outcomes that considerably improved our operational effectiveness and player happiness. Without getting too technical, I can vouch for the following: 

• Significantly faster player inquiry response times over all communication channels. 
• Positive comments and testimonials attest to a rise in player satisfaction and engagement. 
• Players have expressed gratitude for the timely and individualised support they received, leading to an enhanced reputation and loyalty for the brand.

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

Our teams' collaboration was very productive. The team at Customer Umbrella showed excellent communication skills and a thorough comprehension of our requirements and priorities. They further improved the cooperation between our teams by being receptive to input and prompt in resolving any problems. Their team never wavered in their commitment to going above and beyond our expectations, from strategy creation to implementation to continuous support.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

The most notable aspect of Customer Umbrella was their steadfast dedication to providing outstanding customer service. To make every encounter with our players enjoyable and unforgettable, their team went above and beyond. They constantly went above and beyond our expectations. This included handling complicated problems and offering individualised support.

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

Though we have found nothing to pinpoint, there is always room for refinement and continuous improvement for every company.

BACKGROUND

Please describe your company and position.

 I am the Founder of a retail company 

Describe what your company does in a single sentence.

Amethyst Home specialises in creating luxurious and bespoke furniture and home decor pieces that add elegance and style to interior spaces.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire to accomplish?
Before embarking on our journey with Customer Umbrella, our team at Amethyst Home struggled with the complex web of back-office operations. From juggling live chat conversations and sorting through a flood of email inquiries to navigating the maze of refund requests and updating product pages with new content, the huge number of tasks threatened to overwhelm us. 
Our ultimate goal in enlisting Customer Umbrella's expertise was to untangle this web, simplify our processes, raise the standard of customer service, and ultimately create a seamless experience for our valued customers.

SOLUTION

How did you find Customer Umbrella?

Online Search

Why did you select over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Customer Umbrella did not simply present us with a cookie-cutter solution; instead, they meticulously crafted a customised plan tailored to our specific requirements. Their approach was akin to a master sculptor creating a masterpiece, with each aspect of our project given the utmost consideration and care. Their work was vast and comprehensive, ranging from frontline customer support to backend operations. 
They seamlessly integrated themselves into our ecosystem, becoming an essential component of our company's machinery. The journey progressed in a series of carefully planned stages. Initially, there was a period of diligent onboarding in which Customer Umbrella immersed themselves in the ethos of our brand, getting to know with our products and service ethos. 
This initial phase laid the groundwork for what was to come: a harmonious collaboration characterised by effective communication, mutual understanding, and a shared dedication to excellence. As the project progressed, their team expertly navigated the complexities of our operations, completing each task with precision and professionalism.

RESULTS & FEEDBACK

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

The observable results of our collaboration with Customer Umbrella are very convincing. Positive feedback from happy customers is flooding in, reviving our once troubled customer service system. Reduced response times and quick resolution of customer inquiries have become the new standard as a result of Customer Umbrella's optimised procedures, which have been measured in concrete ways.

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

Our team and theirs worked flawlessly together. Customer Umbrella became an extension of our own team, blending effortlessly into the structure of our organisation, rather than just another vendor. Their proactive approach and tireless dedication to our cause were truly inspiring, cultivating a culture of collaboration and mutual respect.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

What truly distinguishes Customer Umbrella is their unrelenting commitment to excellence. They don't just meet, but exceed expectations, consistently going above and beyond to ensure that our clients receive nothing short of exceptional service. Their adaptability and willingness to evolve with our business needs have been critical to our success.

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

In all honesty, it's difficult to identify any areas for improvement because our overall experience with Customer Umbrella has been extremely positive. They've exceeded our expectations at every turn, for which we are extremely grateful. Customer Umbrella has proven to be more than just a service provider; they're a true partner in our pursuit of excellence.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of a healthcare company 

Describe what your company does in a single sentence.

Our company allows access to specialized healthcare offerings across borders, supplying a complete platform for people in search of scientific information and remedy beyond their nearby areas.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• Seeking to cope with the excessive time intake in answering phones and scheduling appointments, we enlisted the understanding of Customer Umbrella to improve our workplace operations.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from Customer Umbrella were assigned to this project?

2-5 Employees

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

Their involvement prolonged to remotely dealing with phone inquiries and appointment scheduling, with a dedicated customer service representative facilitating the seamless setup in their services. While they provided examples of scripts, a personalized contact changed into introduced by using crafting unique scripts tailored to our commercial enterprise needs.

RESULTS & FEEDBACK

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

The engagement of Customer Umbrella has had a transformative effect on our workload, resulting in a significant reduction of stress levels. Their firm commitment to upholding high standards of service was evident in a simulated patient call even months after their hiring, which is a noteworthy testament to their professionalism. Their input has been a simple and useful addition to our company, blending in with no problems at all.

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

Regarding project management, Customer Umbrella has performed admirably. Their correspondence, mostly conducted via email, has been prompt and effective. In addition to meeting our needs, the customer service representative's forward-thinking and kind demeanour added to our overall satisfying experience.

What was your primary form of communication with Customer Umbrella?

• Virtual Meeting
• Email or Messaging App

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

The professionalism, eloquence, and clarity displayed by Customer Umbrella's agents are what really catch my attention. Their ability to communicate clearly improves the perception of their services overall, which makes them an invaluable member of our team.

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

The fact that no areas need improvement has been found highlights how effortlessly their offerings have been incorporated into our operations. By using our appointment scheduling software to overcome initial difficult situations, Customer Umbrella demonstrated proactive problem-solving and further cemented our faith in their abilities and dedication to delivering excellence.

BACKGROUND

Please describe your company and position.

I am the Head of Marketing of Room 8 Group

Describe what your company does in a single sentence.

Room 8 Group is a global leader in external art production & game development, uniting seven studios: Room 8 Studio, Dragons Lake, Massive Black, Solid Bash, PUGA Studios, Heroic, and highlight QA. The studios can be leveraged individually or at a group level as they work together within a single ecosystem.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Customer Umbrella to accomplish?

• To provide exceptional 24/7 customer support for our global game development studios.
• To help us handle inquiries, technical issues, and player concerns with efficiency and professionalism.
• To cut down our in-house support costs while maintaining top-notch service.

SOLUTION

How did you find Customer Umbrella?

Referral

Why did you select Customer Umbrella over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Customer Umbrella were assigned to this project?

20

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

Customer Umbrella offered a comprehensive customer support solution:

• They set up a dedicated call center, open 24/7, to be the voice of our game studios.
• Their team crafted tailored scripts, ensuring consistent and helpful responses.
• They covered all bases with support through calls, emails, and live chats.
• We got real-time reports, helping us refine our support strategies.
• They swiftly escalated complex issues to our internal teams for resolution.
• They regularly trained their agents on our ever evolving games and services.

RESULTS & FEEDBACK

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

1. Players got quicker answers, cutting response times by 40%., enhancing player experience.
2. Our player satisfaction levels have increased by 25%, resulting in positive online reviews and engagement.
3. We even saved 30% on support costs, giving us room to grow.

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

Their project management was spot-on. Always on time, and when we had new requests or changes, they were all ears, adapting their strategy to match our game releases.

What was your primary form of communication with Customer Umbrella?

• In-Person Meeting
• Virtual Meeting

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

What really stands out about Customer Umbrella is how well they understand the gaming world. Their agents spoke our players' language, creating a special connection that boosted loyalty.

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

Honestly, not much to say here. Maybe some even more personalized responses for different game scenarios could've added an extra touch.

BACKGROUND

Please describe your company and your position there.

We are a developer of award-winning mobile RPG games. I work as a Player Experience Lead.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Customer Umbrella?

Customer Umbrella handles the support and community management (partially) for our company. We were looking for an out-of-the-box customer support solution and Customer Umbrella has been an amazing help covering in this department.

SOLUTION

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

We were debating between choosing various companies for outsource support, and we also had some specific requests which Customer Umbrella handled effortlessly. It was an easy choice.

Describe the project in detail and walk through the stages of the project.

Customer Umbrella provides us extremely experienced and engaged customer support agent for our videogame. They handle all the player requests, and they reply to both support tickets, application reviews on Google Play / App Store and also solve difficult technical cases and look for bugs within the game. Everyone within the company considers support agents from Customer Umbrella as integral part of the team - they are great.

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

We communicate with the manager from Customer Umbrella who's an amazing professional always willing to listen to our requests and we collaborate with support agents on daily basis as well.

RESULTS & FEEDBACK

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

We now have a functional support team who is directly integrated into game development workflows thanks to Customer Umbrella. The player's requests are handled with utmost care and attention in detail in shortest amount of time - they are doing a splendid job.

How effective was the workflow between your team and theirs?

It is very effective. Our communication is great and we are always keeping each other up-to-date regarding any changes within the game project.

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

Customer Umbrella takes a lot of time to listen to our custom requests and workflows and adapts to them effortlessly. We really appreciate how flexible everything is, depending on our needs.

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

Everything is great as is.

BACKGROUND

Please describe your company and your position there.

I’m CO founder of 1st Online Solutions offering software automation for ServiceOS companies such as plumbers handymen and cleaning companies

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Customer Umbrella?

We have seasonal overflow of calls and we used customer umbrella to handle the season overflow - which turned in to ongoing permanent work due to the quality.

What were your goals for this project?

To have at least same conversion as our in-house call centre and to keep the same level of english

SOLUTION

How did you select Customer Umbrella?

We were referred to Customer umbrella from a friend, who said they were good, we then did a month trial and then switched on the calls.

Describe the project in detail.

We have a couple of times a year where our clients call in when changes of technology are made this created huge peaks and it was very difficult to handle these peaks that why customer umbrella took over one of the seasons and after the season they continued as they also could perform other tech questions and help desk for us.

What was the team composition?

1 senior account manager 1 technical trainer 20 call centre agents

RESULTS & FEEDBACK

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

As said it went from a temporary trail to a permanent service offering

How effective was the workflow between your team and theirs?

The monitoring tiptoeing of quality and training is amazing

What did you find most impressive about this company?

They are very friendly and managed to find new operators quickly. 

Are there any areas for improvement?

Over the years they have ironed out the issues, ans are food at making changes.