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Enshored help disruptive businesses scale rapidly

4.5
3 reviews

Enshored is an outsourcing firm purpose-built to solve the challenges related to scaling disruptive, high growth businesses, delivering proven results by employing our unique agile operating framework and the most highly skilled associates in the industry

We operate across 4 distinct verticals:

  1. Customer Support
  2. Back Office Support
  3. Content Moderation
  4. Sales and Marketing

We work with companies as small as brand new start ups through to Unicorn tech companies and global FMCG businesses.

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$1,000+
 
< $25 / hr
 
250 - 999
 Founded
2014
Show all +
Long Beach, CA
headquarters
  • 3350 E7th St, Suite 432
    Long Beach, CA 90804
    United States
    5624724789
other locations
  • JMT Building, ADB Avenue
    Pasig City, RIZ 1605
    Philippines
    86318857

Portfolio

Key clients: 

LevelUp, Rocksbox, Danish Design Store, Laurel and Wolf, Peloton, Paddle.com, NexTravel, Merchbar, Ecovacs

Reviews

4.5
3 reviews
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Staff Augmentation for Travel Management Platform

"Their agents have good work ethics."

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4.0

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
$50,000 to $199,999
 
Aug. 2019 - Ongoing
Project summary: 

Enshored augments customer support resources to address technical and travel inquiries for a corporate travel management platform.  

The Reviewer
 
51-200 Employees
 
Santa Monica, California
Head of Customer Support
 
Verified
The Review
Feedback summary: 

Enshored delivers effective services that maintain customer satisfaction successfully. The team is dedicated and engaged, providing support to encourage process improvements. They are a professional team that strives to produce satisfactory results cost-effectively.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer support at a corporate travel management platform.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Enshored?

We needed support with customer service that was less expensive than resources in the US.

SOLUTION

What was the scope of their involvement?

Currently, Enshored provides 20 support agents who help us with technical support and travel inquiries. At one point, we worked with 40 agents from Enshored.

What is the team composition?

We work with several managers and agents of different seniority levels.

How did you come to work with Enshored?

Our CEO found Enshored through their professional network.

How much have you invested with them?

We spend between $25,000–$50,000 a month with Enshored.

What is the status of this engagement?

We started with Enshored in August 2019.

RESULTS & FEEDBACK

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

We review how many tickets their agents process and our customer satisfaction score, which is a response to Enshored’s services. Our satisfaction rate’s driven by them. They offer quality agents.

How did Enshored perform from a project management standpoint?

Their team’s managing agents are well trained. They try to make customers happy not only internally but also externally. Their team was able to run many reports and initiatives with me.

What did you find most impressive about them?

Their agents have good work ethics. They are knowledgeable and treat their employees well.

Are there any areas they could improve?

It would be good if they could look more closely into agents’ productivity.

Do you have any advice for potential customers?

It would be helpful to get more involved with the team and set the right expectations.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Marketing & Company Research for Technology Research Company

"Their ability to take on new challenges and work their way down the learning curve sets them apart."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Mar. 2019 - Ongoing
Project summary: 

Enshored performed market research services for a technology research company. The team created marketing and research content on behalf of the client.

The Reviewer
 
1-10 Employees
 
San Francisco, California
Chief Research Officer, Technology Research Company
 
Verified
The Review
Feedback summary: 

The content produced by Enshored is consistently high-quality, meeting the expectations of the internal team. Enshored provides and asks for feedback to ensure a successful collaboration. The team is talented, hard-working, and creative.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Venture Scanner is a research company. We study emerging technology startups, create insights, and sell that to corporations. I am a co-founder and Chief Research Officer.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Enshored?

Our company is a small team, and we were hitting bandwidth constraints in innovating while trying to maintain our business. We hired Enshored to take well-understood tasks of our hand so the core team could develop new revenue drivers.

What were your goals for this project?

To rapidly create the marketing and research content we needed, while maintaining a high level of quality and professionalism in the end result.

SOLUTION

How did you select this vendor?

We went through a rigorous review process of dozens of vendors in many different fields. Our selection of Enshored was the result of that process.

Describe the project in detail.

The project is multi-faceted and continuously evolving. We have the Enshored team create a variety of marketing content for us, drawing information from Excel and flowing that into PowerPoint presentations. They also do research tasks for us, where they review a list of companies, determine what the company does, and share that information with the team.

What was the team composition?

We were connected with a Project Manager who worked with us to define our tasks and expectations. Then, a full time person was hired to execute the various tasks. On a day-to-day basis we task the hire directly. We are in the process of hiring an additional full time support.

RESULTS & FEEDBACK

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

Enshored has continuously impressed me. They complete work very quickly and with a high degree of quality. They are able to take feedback and integrate that into future work. We have developed new tasks to challenge them, and they have succeeded.

How effective was the workflow between your team and theirs?

The workflow is very effective. We use email and shared documents to communicate and delivery project output. They also provide a weekly summary of where the hours have been allocated per task.

What did you find most impressive about this company?

Their ability to take on new challenges and work their way down the learning curve sets them apart.

Are there any areas for improvement?

No

5.0
Overall Score Very happy with their service.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    No issues with scheduling.
  • 5.0 Cost
    Value / within estimates
    They seem to be market rate.
  • 5.0 Quality
    Service & deliverables
    They produce at a high quality. If there are issues they address them rapidly.
  • 5.0 NPS
    Willing to refer
    They do great work.

Customer & Sales Support Outsourcing for Consumer Electronics Company

“We save money and our quality has gone up.”

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4.5

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
June 2017 – Ongoing
Project summary: 

Enshored provides customer service, sales, and, and technical support for a consumer electronics company on an ongoing basis. 

The Reviewer
 
5,001-10.000 Employees
 
San Francisco, California
Head of Customer Service, Consumer Electronics Company
 
Verified
The Review
Feedback summary: 

Enshored’s efforts have been met with positive acclaim. The team is inventive, proactive, and professional. Customers can expect a team that improves consistently and exceeds expectations.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm in charge of customer success at a consumer electronics company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Enshored ?

When we first hired them, we were a small but growing presence in North America, and I needed to quickly onboard a support team.

SOLUTION

What was the scope of their involvement?

I hired Enshored to be our front-line customer support agents for phone, email, and chat. They provide technical support and now sales support. They were super accommodating and I was able to get them trained and up to speed in just a couple of weeks and it was great. They allowed me to start off small and grow with them.

What is the team composition?

I started off with contact with their owner, and two other managers. We started off with five agents, and we were able to scale up as our needs grew. Now we're up to 30 agents and three support personnel who manage the team there.

How did you come to work with Enshored?

After interacting with 6-7 other teams, I liked their ability to offer a small team, their availability to use my technology, and I had good rapport with their CEO and team captain. They knew where we are and seemed like a smart team that could get up to speed quickly.

What is the status of this engagement?

We began working together in June 2017, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We rate the quality of our support with feedback from about 10,000 people per month. When we sent out a customer satisfaction survey, they've improved every quarter on their customer satisfaction rating. Response times have also improved; I think it's attributed to their strong management team in Manila. We save money and our quality has gone up. They also don't have high turnover and keep their employees happy, which keeps us happy.

How did Enshored perform from a project management standpoint?

Initially, all I asked them to do is respond to customer email inquiries. They've fully taken it upon themselves to suggest projects to do, to do product testing, write support articles or even videos. I can't complain. We're on Slack every day, so we're in constant communication. We have a weekly meeting with them too, and about once every six months I go to Manila to say hello and to do training.

What did you find most impressive about them?

I think their longevity is amazing. I've worked with call centers before, and all of a sudden, your team turns-over every three months; then you need to train everyone again and the quality goes down. At Enshored, they treat their employees well. They recently had a big Halloween party, everyone was dressed up and having fun, and they had performance awards. It’s clear people want to work with Enshored, which makes life easier for me.

Are there any areas they could improve?

No, I don't think so. They're a growing company and have gotten 6-7 times bigger since I began working together and there have been rocky things at the start, but they've pounded out the kinks in the process. They made improvements along the way and I'm pretty happy with them.

Do you have any advice for potential customers?

My advice is to stay in daily contact with them. Partly because they like it too, and they want to learn. Daily management and not just meetings are important. Going to visit them is also important, you'd be impressed with the team and the people they hire.

4.5
Overall Score They've gotten better and better every time.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They're always pushing me to be on time, so they're on top of that.
  • 4.5 Cost
    Value / within estimates
    They're competitive with any other call center in The Philippines.
  • 4.5 Quality
    Service & deliverables
    They constantly improve.
  • 5.0 NPS
    Willing to refer
    They've been great. They've exceeded my expectations and made my job a lot easier.