CX Collective

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of Furtify

Describe what your company does in a single sentence.

Sweet smelling soft chew dog supplements with powerful active ingredients to support pet wellness without the stink.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CX Collective to accomplish?

• CX Strategy + Design
• CX Structure + Implementation
• CX Training Materials

SOLUTION

How did you find CX Collective?

• Online Search

Why did you select CX Collective over others?

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

How many teammates from CX Collective were assigned to this project?

2-5 Employees

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

• Support Helpdesk Configuration Procedure
• Documentation Policy Creation & Documentation
• Workflow Design Support Strategy
• CX Training Materials
• Workforce Management Plan

RESULTS & FEEDBACK

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

Starting pre-launch from the ground up, they created the deliverables where they didn't exist before the project.

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

The entire team at CX Collective was very responsive throughout the project. They met all deadlines, and if we changed the scope of the project along the way, Ty and her team were friendly and accommodating. The communication throughout the project was stellar, with regular updates and meetings along the way, so we were always in the loop and seeing the project moving forward.

What was your primary form of communication with CX Collective?

• Virtual Meeting
• Email or Messaging App

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

Their knowledge in CX, and their ability to design and execute a strong CX strategy felt second to none. If you value clear, timely communication, Ty and her team offer that better than almost anyone that we've worked with. Their ability to quickly understand our company and goals, and help us to design a CX system to allow us to delight our customers at every touchpoint was impressive!

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

No, everything went smoothly and working with them was a pleasure.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager of a healthcare company that uses virtual care to provide targeted programs for the vulnerable patient population. Essentially, we’re an HIV prevention organization. We offer prevention pills for members of the LGBTQ+ community in Canada. Everything is done remotely, and I’m in charge of overseeing the daily patient care, internal logistics, processes, and more.

We have two core teams. One is the clinical support team — they support internal members. Then, we have the patient support team, which supports our customers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with The Workforce Pro?

We were having problems between our two operational teams. We had an ineffective set of tools and processes to deal with customer concerns internally by the right stakeholders. We needed a new approach to customer support and a system to do it because Slack and our web app weren’t built for this task.

SOLUTION

What was the scope of their involvement?

The Workforce Pro came in to implement Zendesk from scratch. They helped us set up our customer support system and showed us how to use it for internal processes.

We knew from the start that we wanted to go with Zendesk, so they set up the entire instance. As far as deliverables go, they wrote out copy for customer service responses, set up the phone line and transferred us from our previous phone carrier, and set up buttons, automations, and integrations. They worked on those three key deliverables outside the general system work.

What is the team composition?

We mainly worked with Ty (Founder & CEO). There was another team member involved; she was Ty’s right hand. However, 99% of the time, we spoke with, had meetings, and reached out to Ty herself.

How did you come to work with The Workforce Pro?

We’d looked at Zendesk, and it had a web page of implementation partners. We reached out to 1–2 of them, but they essentially said that our scope was too small. They referred us to The Workforce Pro in their email and told us they’d be able to take on our project.

How much have you invested with them?

We paid somewhere between $7,000–$8,000 CAD (approximately $6,000–$7,000 USD).

What is the status of this engagement?

We launched the project in April 2021, and it ended in June 2021.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

On the customer side, we now have a streamlined email communication method. Before, we just sorted through Gmail folders and shared accounts, so it wasn’t good. Patients can now contact us by phone. All those different touchpoints have allowed us to provide more personalized and targeted support.

Also, we’ve been able to provide better, more complete support in a shorter amount of time. There’s a better handoff between the two teams. It has helped internal accountability, which in turn provides better support to the patient. Now, we have 20%–25% of immediate improvement in our response times. It used to take us 2–3 days to answer a patient, and now we’re towards 1–2 days. Beyond that, we’ve started tracking customer satisfaction.

How did The Workforce Pro perform from a project management standpoint?

It was great. They planned out the timelines, so we knew when to expect certain items or the turnaround time. If there were any delays, they communicated them to us. We didn’t have any problem reaching Ty by email; she was quite responsive. We never had to guess the status of the project, and we could always find out quickly.

We typically communicated via emails.

What did you find most impressive about them?

Their commitment to us as a client was outstanding. They truly showed that they cared. The Workforce Pro oversaw that every single aspect of the project was taken care of.

For example, our phone integration didn’t happen according to our timeline because our phone carrier acted up and didn’t play ball. Therefore, it happened three months after the project timeline. We finished the implementation in June, but that aspect wasn’t resolved until a few weeks ago.

The Workforce Pro didn’t bat an eye at sticking around, and they continued to troubleshoot until it was resolved at an additional cost. They didn’t leave us alone as soon as the scope was finished; they saw everything through without us even having to ask.

Are there any areas they could improve?

They should start to gather more industry-specific playbooks so they can be more tailored toward their future customers. For example, there was a clear gap in their knowledge around health care requirements when we began. It would’ve been good if they’d tracked our industry-specific needs as we went along so they could make better assumptions during implementation.

We trusted their knowledge and deferred to their best judgment about the best notification system for our customers. Then, we slowly realized it maybe worked for non-healthcare industries, but not for us. It was on our end, but it’s a nice recommendation for the team.

Do you have any advice for potential customers?

Know exactly what you want so that you can guide The Workforce Pro in their expertise. In that sense, have your entire project plan and requirements listed out before you go into it because they can’t fill in on industry-specific knowledge.

BACKGROUND

Please describe your company and your position there.

We are a menswear brand based out of Los Angeles, California. The brand is CADOGAN / cadoganworld.com. We specialize in leather jackets and a portfolio of other men's products. I am the Founder of the brand.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro, and what were your goals?

We hired The Workforce Pro to assist us with the implementation and customization of Zendesk to suit our business needs. Our goals were to ensure that all tickets are accounted for, a premium customer service is delivered, and that our brand voice resonates throughout the technology stack automation.

SOLUTION

How did you select The Workforce Pro and what were the deciding factors?

We hired The WorkForce Pro after several interviews. The deciding factors were their in-depth knowledge of Zendesk and their familiarity with e-commerce.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

The project was first an outline of our current workflow and then translating how that workflow would be adopted in a Zendesk Environment. Furthermore, aligning the staff roles and views in accordance with their security levels. Over the course of six weeks Ty and her team meticulously developed and deployed our desires and requirements within the Zendesk ecosystem.

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

Ty Givens was the project manager and primary point of contact. She was supported by her colleague Dana that assisted with setting up macros, articles and other communication/ automation required.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

At the moment, our tickets have been reduced by 30% due to the new help center and our team is responding to all tickets in less than 2 hours with assistance from the clarity of their responsibilities and effective automation that has been set-up.

Describe their project management style, including communication tools and timelines.

We used Wrike to manage this project and it was very intuitive and helpful for communication across both teams. Furthermore, there were weekly meetings and email exchanges.

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

Their understanding of e-commerce and timeliness of their responses made for a well organized and highly viable Zendesk implementation.

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

We had a wonderful experience!

BACKGROUND

Please describe your company and your position there.

We are a nonprofit organization supporting a world wide religious origination. We would like to keep our names confidential and not for publications I am a Project Manager for the the non profit organization

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro, and what were your goals?

We are a an expanding worldwide religious organization and we wanted to improve our membership help desk operation to cover our growing membership and covering more languages.

We wanted to develop a world class help desk operation, and we needed an expert and experienced consultant to help us achieve this goal

SOLUTION

How did you select The Workforce Pro and what were the deciding factors?

We want an expert and a very experienced help desk consultant and one who had the extensive help desk process and tech knowledge.

We also needed one with good people skills. After our research and interview, we selected Ty Givens of Workforce Pro, Ty had all of these.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Ty did a thorough technology assessment and workflow analysis of our operation and at the end of October she published an excellence report with a roadmap to how to get to our goal.

The report includes structure departments, 4 ticketing levels, and recommendations of migrating to one platform. Ty also gave us a process to help us achieving a world class help desk with a 3 phase process utilizing eLearning and the process steps are:

• Phase 1: Discovery (Engagement Level: Partnership)
• Phase 2: Planning and Preparation (Engagement Level: TBD)
• Phase 3: Transition (Engagement Level: Execution).

With management’s approval, we are planning to start this process with Ty in February 2021.

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

We worked with Ty Givens, the owner and Dana Thomson her assistant, but mainly directly with Ty.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Again, Ty did a thorough technology assessment and workflow analysis of our operation and at the end of October she published an excellence report with a roadmap to how to get to our goal

She has delighted us with her ongoing support. Ty achieve all our help desk workflow optimization goals on time and at the agreed upon contract cost.

She was always wiling to take the extra step to help us In conclusion, we highly recommend that you list Ty Givens and Workforce Pro in your top firms.

Describe their project management style, including communication tools and timelines.

Yes, Ty gave us a good roadmap with the key steps, their timing and responsibilities. She is very professional Yes, help desk processes are all about communications with our members and Ty did that

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

Ty's very broad help desk knowledge, her great people and commination skills. The extra steps Ty took to help us and she still is.

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

None that i can think of.

BACKGROUND

Please describe your company and your position there.

I am the owner of an ecommerce store selling beauty products.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

Transitioning to a new customer service platform was confusing and time consuming. We needed direction, guidance and best practices, and The Workforce Pro provided us with set up and training.

What were your goals for this project?

Our goals were implementation, training and overall best practices for our industry so that we could serve our customers as efficiently as possible.

SOLUTION

How did you select The Workforce Pro?

I was referred to The Workforce Pro by another company. The company that I originally contacted (I cannot remember the name) worked with larger scale companies and recommended I reach out to The Workforce Pro because they would be able to accommodate our needs on a smaller scale with more customization and personalization.

Describe the project in detail.

Our main goal was to transition from one service platform to another. We wanted to import our history in to the new platform and offer our customers a seamless transition and a better customer experience through chat, email and phone communications.

What was the team composition?

We began with 9 service representatives and ended our project with 12 due to growth. We worked with 1-2 people from The Workforce Pro throughout our contract.

RESULTS & FEEDBACK

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

We have continued to experience growth throughout this journey. I feel the training and best practices provided to us through The Workforce Pro contributed to our growth and ability to manage more volume in less time.

How effective was the workflow between your team and theirs?

Communication wasn't "in real time" in some cases, but any issues were resolved fairly quickly, and the communication overall was excellent.

What did you find most impressive about this company?

Aside from awesome personalities, the ladies we worked with were knowledgeable, informative and provided resources / referrals for other areas that we were experiencing growth in that were not related to their specialties.

Are there any areas for improvement?

We can always find some way to improve as technology advances, but I would give Ty and her team 5 of 5 stars.

They develop a plan of action for us, implements it, and provides training, so we can move with confidence. Invoicing and direction was streamlined, which reflected the process that we want to provide for our customers. Interactions were always friendly and fun.

BACKGROUND

Please describe your company and your position there.

We're a DTC start-up company focusing on improving people's health with our superfood and plant protein mixes. I'm a Sr CX Manager at a health company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

We are a fast-paced start-up committed to providing a "WOW" customer experience and we did not have the expertise to do it without external help.

We hired the WFP to help us to create an online training tool for our team, automate our ticket workflow, fine-tune all CX processes and help with the staffing needs to scale up the team efficiently to get ready to support the company growth.

What were your goals for this project?

We brought in the WorkForce Pro to help us build a foundation for our growing CX team including a training development, effective scheduling, headcount forecasting.

We leveraged the WFP expertise to advise us on how to automate our processes, including the return process, and help us to become PCI complaint.

SOLUTION

How did you select The Workforce Pro?

I was not involved in the selection, so cannot speak to this process.

Describe the project in detail.

My role in the project was to take over the CX team after the WFP finalized the projects they worked on. I was hired and transitioned to the role by the WorkForce Pro CEO who guided and coached me to be successful in my role.

What was the team composition?

Initially, two (2) people were involved and two (2) additional were brought it to finalize some projects (social listening tool or a call recording software). Overall, four (4) people from the WFP were involved in working with us.

RESULTS & FEEDBACK

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

Our new hire training became completely virtual and saved us 12 hours of training with another team member. We moved to a 7 days a week customer support and introduced an internal online library listing all our processes to give our remote team a go-to document for any questions. Working from home has never been easier!

How effective was the workflow between your team and theirs?

Great, effective communication once a week to see a high-level overview of all projects and the status updates. We used the Wrike project management tool to have visibility into all steps the WFP was taking to complete the projects assigned.

What did you find most impressive about this company?

The effective communication, attention to detail, the expertise in the CX field, and the kind, the human approach made it all an amazing experience.

Are there any areas for improvement?

I wished we could have kept The Workforce Pro team longer.

BACKGROUND

Introduce your business and what you do there.

I work for a B2C e-commerce makeup company as our senior customer experience manager. We’re a small company, but we operate in a lean, efficient manner.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with The Workforce Pro?

I joined the company after the relationship was in place. We relocated and grew rapidly, with a few remote and temporary workers. We needed to align processes and create flows and training materials that made sense for the company.

SOLUTION

What was the scope of their involvement?

When I started, we were backlogged by two weeks. They provided staffing to resolve that backup and helped us formulate training that eventually eliminated the need for staff augmentation. They clarified our onboarding procedures, and we built a training resource with over 500 articles. It helps keep work consistent across the board, and it allows us to scale quickly.

We’ve built upon everything they did, and most of our onboarding is through e-learning. Now, we can onboard individuals within about a week. They built a thoughtful, scalable foundation that helps us continue to grow. They also helped us find a third-party QA firm that checks the quality of our calls. All the systems they helped us launch have a mind toward the future.

What is the team composition?

We worked with their founder and CEO. She had at least five other people on staff.

How did you come to work with The Workforce Pro?

Our senior director of operations was trying to manage our customer experience team, and she decided to bring them in. I worked with their CEO at a previous company, so I was happy to get to work with her again for this partnership.

How much have you invested with them?

I think we spent between $10,000–$50,000. Based on the amount of work they did, their prices were very fair.

What is the status of this engagement?

They started working with us in July or August 2018, and the collaboration ended around January or February 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They exceeded all the goals we set. Our internal team is much happier, and our attrition rate is much lower than industry standards. Before they started working with us, we had no room for any KPIs. We were overwhelmed and at capacity, but the difference they made is huge.

They helped us meet our response goals, including emailing customers back within 24 hours and less than 5% missed calls. That’s an immense improvement over where we were, and we’re meeting all our SLAs. We’re also responding to social media comments and inquiries within about two days.

How did The Workforce Pro perform from a project management standpoint?

They supported us as we made decisions, and helped us as we established a remote team in Florida for operational support. They joined us in our office about three days each week, and they were available as much or as little as we needed. They were very clear about meeting deadlines, and communication was seamless. If we set goals, they would communicate those goals to the entire team, and our leadership received weekly updates.

What did you find most impressive about them?

Ultimately, they cared about the work and the business. They worked with our leaders to make sure we had the skills we needed to be successful without them. I can’t imagine any other provider caring as much as The Workforce Pro cared about us. They made sure we were supported in all areas, and they set us up for success. They were focused on the people, the quality, and the system we established.

Are there any areas they could improve?

There’s nothing they should improve. They were very open to feedback, and they poured themselves into the work. If we ever faced a challenge, they would fix it immediately.

Do you have any advice for potential customers?

Work with them, and set aside time for your leaders to meet with them. They set us up for future success, and they’re worth every penny.

BACKGROUND

Please describe your company and your position there.

MelangeFit is a boutique fashion online retailer. My position there was co-founder and head of experience.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

We needed someone to help us take care of our customers after they made a purchase, solicit their feedback, and help us drive organic growth through positive word of mouth. The Workforce Pro was chosen to be our Customer Service Center, customer survey administration and analytics.

What were your goals for this project?

Respond to customers within a specified time frame and resolve their issues every time.

SOLUTION

How did you select this vendor?

Ty Givens, the founder, is a Customer Service and Customer Experience expert, and I have known her, and worked with her, for almost thirteen years. Ty is a person of outstanding character with a strong moral compass and integrity. Ty was the first person I thought of.

Describe the project in detail.

The project started with an assessment of what our needs are. Ty met with my co-founders and solicited their input. Workforce Pro then produced a proposal, which we accepted with minor changes. Workforce Pro then helped us integrate Customer Service to our website, built out our knowledge base so we have a Q&A on our website, and became our Customer Service department.

What was the team composition?

I believe it was two, not full time dedicated to our company.

RESULTS & FEEDBACK

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

We never had one customer complaint that their issue was not resolved timely. The Workforce Pro met our SLA and exceeded our expectations. Ty and her team did a great job training us and working with us when our business needs changed.

How effective was the workflow between your team and theirs?

The workflow was very effective—I wish every partnership was this good.

What did you find most impressive about this company?

Customer Service expertise and their collaboration to work and grow with us.

Are there any areas for improvement?

None that I can think of at this time. Ty and The Workforce Pro are truly superb and a delight to work with.

BACKGROUND

Please describe your company and your position there.

We're a clean beauty omnichannel retailer. I'm the CMO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

Help with CX optimization, including Zendesk.

What were your goals for this project?

Fix bugs and optimize our CX flows.

SOLUTION

How did you select The Workforce Pro?

TWP came recommended through internal channels and had experience with our vertical.

Describe the project in detail.

We needed TWP to optimize our CX flows via Zendesk to make it possible for the small CX team to handle an ever-increasing volume of tickets. This included designing a new customer-facing FAQ portal and an optimization of Zendesk's internal setup. TWP also provided training and ongoing support to the team.

What was the team composition?

We had one senior point person working on this from TWP.

RESULTS & FEEDBACK

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

We are able to handle a 50% increase in ticket volume without expanding the CX team.

How effective was the workflow between your team and theirs?

Quite effective.

What did you find most impressive about this company?

The Workforce Pro was very professional and knowledgeable.

BACKGROUND

Please describe your company and your position there.

We're a hybrid medical practice in Pasadena, CA. We offer Cardiology, Internal Medicine and Concierge services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

We needed professional support for our patient service management. We wanted to provide the best service for our patients when they contacted our office and had general questions, concerns and scheduling needs. We wanted to make sure we were not missing out on opportunities for providing great care to our patients.

What were your goals for this project?

We wanted to make sure our patients were able to speak with a live person to handle their needs during our business hours. We also wanted to make sure our website had the information needed to provide support for general questions and answers.

SOLUTION

How did you select The Workforce Pro?

We selected The Workforce Pro based on the extensive experience and knowledge of the management in the workforce field.

Describe the project in detail.

5 days a week from 9:00am to 5:00pm

What was the team composition?

We had 2-3 individuals that supported our office team.

RESULTS & FEEDBACK

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

We received several reviews from patients stating how wonderful our services were.

How effective was the workflow between your team and theirs?

We spoke weekly on how things were going and discussed if changes need to be implemented

What did you find most impressive about this company?

They were extremely professional.

Are there any areas for improvement?

None that I'm aware of.