GotYourBack Support

Please describe your company and your position there.

I am a Customer Experience manager and I am responsible for the customer support and logistics.

For what projects/services did your company hire GotYourBack Support?

We wanted to expand our existing team and boost our customer support process to handle a high volume of incoming cases in Zendesk

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

We wanted to provide quick and high-quality customer service to our customers, increase case first resolution rate and decrease the time of the answer.

Describe the project in detail and walk through their service package.

GotYourBack Support team was responsible for customer support requests, helping customers to stay informed about the status of their order/parcel; workflow improvements in terms of KPI and quality of the customer support.

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

Customer support team (10 people), project manager and customer support lead.

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

We are reaching our desired targets. Now we have more people and more ideas how to improve our service though it is way better now than before working with GotYourBack Support.

How effective was the workflow between your team and theirs?

We are constantly on the chat and on daily calls with the team. Our business is very dynamic and GotYourBack is completely on the same page with the core-team. We are doing great products and the customer support agents really deliver according to our customers' expectations.

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

Their result-orientation and support experience. Management was serious and responsible and agents are eager to learn, develop their skills and contribute to the target we are aiming at. They are exactly doing what we need, and they are awesome and highly talented.

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

None

Please describe your company and your position there.

I am a Chief Stategy Officer at Clario and I am also responsible for business development activities within the company.

For what projects/services did your company hire GotYourBack Support?

We hired GotYourBackSupport to help us provide world-class customer service for the partner that we currently work with.

What were your goals for this project?

We wanted to extend the partnership by maintaining and helping more customers over phone. The other objective was to deliver financial KPIs and service, that clients would recommend each other.

How did you select GotYourBack Support?

We have selected GotYourBack support because of very positive word of mouth about the company and also we have a good connection with the top management of the company.

Describe the project in detail.

From the first call, it took us 2 weeks to set up a live test, that started quickly to deliver and show valuable results for the partner.

What was the team composition?

Cooperation was set up on different levels:

• between top management;
• on operational level: between project managers, agents team leads.

Constructive feedback is given on a daily basis and GotYourBack is taking every opportunity to improve.

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

Within a very short period of time (weeks of work), we managed to satisfy current partner needs and now the partner is thinking to expand the partnership further.

How effective was the workflow between your team and theirs?

Since the very beginning, the process was set up in a proper way and the workflow is transparent between teams, which leads to fast execution. GotYourBack team is very collaborative and they learn quickly. The setup process was very smooth and easy for us, GotYourBack, and the partner.

What did you find most impressive about this company?

GotYourBack is a very ambitious company with enthusiasts running the company operations and keen to adapt towards partners' needs within a short period of time while delivering great service for the clients.

Are there any areas for improvement?

I haven't noticed areas to improve for this time.

Please describe your company and your position there.

I'm a COO of a consumer software company running operations, product development and engineering also oversee our Customer Relationship Management efforts.

For what projects/services did your company hire GotYourBack Support?

We needed to quickly find a dedicated customer happiness team that would go above and beyond and help our customers 24/7 with any issues resolution with our software as well as offering other services we provide.

What were your goals for this project?

Under 3% missed contacts, NPS 45, 95% first time resolution.

How did you select GotYourBack Support?

Thanks to Andrew and his team we had dedicated Account manager who took on the process and got an awesome team together under 1 months, which didn't seem realistic at first. Also QA team did a great job coaching agents and writing FAQs, Manuals and adopting scoring cards according to our standards. It really felt like an extended team therefore results proved to be great.

Describe the project in detail.

So we kicked of with the definition of done our expectations and SLA, our Account manager briefed us on project timeline and core milestones: Roadmap sign-off, agent interview, product knowledge unbarring and testing, dry runs, first shift, weekly performance review.

What was the team composition?

We have 6 dedicated agents and a account manager as well as extra people during promo campaigns etc to handle overflow.

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

The team is beating pretty much all SLAs and keeps driving great suggestions and product improvements based on customer feedback intelligence. We are planing and expansion on the sales side to drive revenue from upgrades and upsets as well.

How effective was the workflow between your team and theirs?

Frankly speaking it really does feel as one team, and obviously has it's up's and downs, but the core success factor is ability to implement feedback and always think of end user interest what makes GotYourBack team an outstanding partner.

What did you find most impressive about this company?

They are all young ambitious and really helpful. When you hear their reasonable suggestions on how to improve something you know really well deserves respect.

Are there any areas for improvement?

Nothing material

Please describe your company and your position there.

Chief Revenue Officer at a boutique business development agency. I work closely with the C-level executives to define and execute their business development operation.

For what projects/services did your company hire GotYourBack Support?

Our company needed to build an effective sales process along with launch of new products, for this we needed skillfull sales agents and managers to help us kickstart it.

We mostly needed to cover calls/chats processing, tickets, email campaigns, new products upselling/cross-selling. That's why we hired GotYourBack Support people.

What were your goals for this project?

Our key goals were to improve our sales, add more products to our sales pipeline and launch new channels.

How did you select GotYourBack Support?

We have received a recommendation about GotYourBack Support team and that's how we moved our operations to them

Describe the project in detail.

Mostly sales outsourcing team for B2C project. The team was responsible for selling the products over the phone and chat and additionally upselling optional offers to loyal customers.

We needed to keep our conversion rates as high as possible and the team has shown the best result. As well they provided deep data analysis to show us many insights that can improve our processes.

What was the team composition?

Two teams 10 agents each with two team leads and one manager

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

Can't really share any numbers due to confidentiality reasons, but the team as I've mentioned was responsible for promoting our products and keeping satisfying conversion rates.

The impact is that we've built a fully operational sales process along with retention of our loyal customers. Also they are great in terms of analytics as they always share new ideas based on work they do with customers which can probably lead to new tests and projects to help us scale.

How effective was the workflow between your team and theirs?

They are available whenever we need it due to their flexibility and high level of professionalism. Clear deadlines, full commitment to every task we've done together. I appreciate their people being so much involved and interested in the process

What did you find most impressive about this company?

Looking back at the work we’ve done together I should admit that we wouldn’t have done it alone and choosing GYBS as our partner was one of the best decisions to make. Both GYBS sales and management teams were awesome.

Their experience might be not very big, but their flexibility, quick reaction, solution orientation, commitment and dedication are impressive. Their name perfectly describes how they work - fully involved in providing their partners and clients with the best support and service possible.

Are there any areas for improvement?

GYBS covered all our needs and more - they’ve suggested solutions and decisions significantly improving the processes and boosting the results. All the concerns appearing on the way were immediately reviewed and fixed.

I'm sure we've got more projects to work together in future and they will be a great experience, just as the one we had.

Please describe your company and your position there.

ReasonLabs is a cybersecurity company. I am the customer support Team lead and operation manager.

For what projects/services did your company hire GotYourBack Support?

We hired GotYourBack as our customer support operators for all of our products and all of our users.

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

We have received a recommendation about GotYourBack Support team.

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

GotYourBack provided us 24/7 support agents. They answered each and evey ticket or phone call and helped to provide a full resolution to all of the customers' issues.

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

They provided us with a team that was available 24/7

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

With all the agents working on the team, we were able to improve aour KPIs. Our average first response time and our average resolution time dropped significantly. also customers/ satisfaction was increased

How effective was the workflow between your team and theirs?

We have a weekly sync. Additionally, the CEO is "hands-on" and was involved directly every step of the way

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

We're impressed by their ability to adjust quickly and learn new products to support. their response time was Great and they always put the customers first.

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

Easiest "no" ever

Please describe your company and your position there.

I am the Marketing and Sales Director of Byte Technologies, A Cyber Security company that provide protection against Malware, Spyware and Crapware.

For what projects/services did your company hire GotYourBack Support?

We hired GotYourBack Support as our product customer support.

What were your goals for this project?

Grow our Support team and improve our customer satisfaction

How did you select GotYourBack Support?

Received a recommendation.

Describe the project in detail.

They provide us with many services including, support, call center and CRM

What was the team composition?

Customer services team.

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

Improved our key performance indicators, including our average resolution time and customer satisfaction scores.

How effective was the workflow between your team and theirs?

Very effectively.

What did you find most impressive about this company?

The speed and pace of work with which the management team is able to launch are amazing

Are there any areas for improvement?

No.