Helplama

BACKGROUND

Please describe your company and position.

I am the CEO of Thrasio

Describe what your company does in a single sentence.

Thrasio is a digital consumer products company that buys Amazon FBA private label businesses as well as direct-to-consumer e-commerce enterprises.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Helplama to accomplish?

• Maintain a quick response rate.
• Keep our customers happy.

SOLUTION

How did you find Helplama?

• Referral

Why did you select Helplama over others?

• Referred to me
• Company values aligned

How many teammates from Helplama were assigned to this project?

2-5 Employees

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

Helplama provides us a team of customer support agents after training them on our process, they handles all our customer support channels like e-mails, live chat, phone and social media enquiries.

RESULTS & FEEDBACK

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

All customer questions and concerns on email, chat and phone are resolved immediately. Our first response time improved from 25 hrs to under an hour. And the CSAT improved from 25 to 68.

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

We work with them on a daily basis and their team and processes are extremely organized. We had a dedicated account manager assigned to us and we were in direct touch with the agents as well. The agent team lead responded on a real time basis. They provide a separate quality team as well, which continuously monitors the quality issues and provides recommendations.

What was your primary form of communication with Helplama?

• Virtual Meeting
• Email or Messaging App

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

I was very impressed by how long they're able to retain their agents. Our team has practically been the same for the last 4 years and they appear to know our operations better than us. Their entire team appears to be very organized, the agents, the account manager and their quality process.

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

None. I believe they are doing just fine.