LTVplus

BACKGROUND

Please describe your company and position.

 I am the Sr. Manager, Customer Support Operations of a tutoring company.

Describe what your company does in a single sentence.

We provide a tutoring management and data plaform.

OPPORTUNITY / CHALLENGE

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

• Resolve help tickets quickly.

SOLUTION

How did you find LTVplus?

• Online Search
• Referral

Why did you select LTVplus over others?

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

How many teammates from LTVplus were assigned to this project?

2-5 Employees

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

• Provides Tier 1 Customer Support via email and chat
• Contributes to the development and maintenance of the company's external and internal knowledge bases
• Completes ad hoc customer support/customer success tasks (e.g., manual correction of customer data, creation of materials, etc.)
• Training

RESULTS & FEEDBACK

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

KPIs that reflect fast, accurate, and polite interactions and resolutions with customers (e.g., Resolution time, CSAT, Average Interactions, etc.)

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

LTVplus is extremely responsive and always goes above and beyond my expectations.  They anticipate our needs and listen for opportunities to provide additional support based on the projects that are happening within my company.

What was your primary form of communication with LTVplus?

• Virtual Meeting
• Email or Messaging App

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

The level of engagement and willingness to jump in and provide support for our startup is very impressive.  They are well organized for training their team to provide exactly what we need.

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

While most of the LTVplus team that we have worked with have been rockstars, there have been times where new members of the team on our campaign have not been the right fit for us.  This situations were eventually resolved one way or another, but LTVplus may need a wider candidate pool.

BACKGROUND

Please describe your company and position.

I am the Vice President of TekReplay

Describe what your company does in a single sentence.

We process and sell refurbished electronics

OPPORTUNITY / CHALLENGE

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

• Outsource our frontline customer service

SOLUTION

How did you find LTVplus?

Online Search

Why did you select LTVplus over others?

• High ratings
• Pricing fits our budget
• Good value for cost
• Referred to me

How many teammates from LTVplus were assigned to this project?

2-5 Employees

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

We initially asked LTV to take over all front line email and phone communications for our eCommerce marketplaces. We have continued to find creative ways for LTV to take on a larger role within our team as they have proven capable of adding value in multiple aspects.

RESULTS & FEEDBACK

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

Ability to meet deadlines on email response 
Very proficient Ability to take on further requests not in the initial scope of plans 
Very proficient Overall we have been very pleased with LTV

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

As a whole, we’ve been very pleased with the overall management of our LTV account. Visibility has been provided as needed and communication has always been fantastic with all team members.

What was your primary form of communication with LTVplus?

Email or Messaging App

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

I’ve enjoyed getting to know the people as LTV employees remote workers from around the world and are able to get those team members aligned very well with the projects at hand.

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

We are pleased with LTVplus thus far. We have no complaints.

BACKGROUND

Please describe your company and position.

I am the Senior Customer Service Representative of In Good Taste Wines

Describe what your company does in a single sentence.

Winery

OPPORTUNITY / CHALLENGE

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

• help with customer service inquiries over the holiday season

SOLUTION

How did you find LTVplus?

• Used them in previous years

Why did you select LTVplus over others?

• Pricing fit our budget
• Good value for cost
• We were happy with the quality of work from our previous experiences with LTV.

How many teammates from LTVplus were assigned to this project?

2-5 Employees

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

Answered customer service inquiries, including tracking information, replacing damaged/returned packages, etc.

RESULTS & FEEDBACK

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

Number of tickets solved, response time to tickets.

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

LTV did a great job of helping with our increased volume of inquiries, and were accommodating when I had a request, such as adjusting the schedule.

What was your primary form of communication with LTVplus?

• Email or Messaging App

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

Good Communication and quality of work, which is why we will likely be using them again for the next holiday season.

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

It wasn't the fault of LTV, because we brought them on late, and because of that, I don't think the LTV agents were as prepared for the volume of inquiries that we received. Next year, we plan on bringing them on earlier so that they have more time to get acclimated to our processes to be better prepared to handle the extra workload.

BACKGROUND

Please describe your company and position.

I am the Manager of Total Recon

Describe what your company does in a single sentence.

Tesla Collision Repair

OPPORTUNITY / CHALLENGE

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

• Customer Service Communication
• Lead Tracking
• Internal Admin Organization

SOLUTION

How did you find LTVplus?

Online Search

Why did you select LTVplus over others?

Company values aligned

How many teammates from LTVplus were assigned to this project?

2-5 Employees

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

LTV was able to onboard effectively and immediately have an impact on customer facing services. The lead tracking is beneficial data that we previously did not have the bandwidth to collect.

RESULTS & FEEDBACK

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

CSI increased and deliverable data that was collected via Aircall and Lead Tracking

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

LTV has an experienced staff of team leaders who are always available and perform at a high level to keep the quality standards very high.

What was your primary form of communication with LTVplus?

Virtual Meeting

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

The internal training during onbaord was impressive. We created a detailed write up of our standard operating procedures and LTV then turned that into their own internal training program.

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

With any team, continual training and education is always needed on a regular basis.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of Bully Max. 

Describe what your company does in a single sentence.

We manufacture and distribute high-performance dog food.

OPPORTUNITY / CHALLENGE

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

• 24-7 customer support (phone, chat, & email)
• Improved customer satisfaction by 98%
• Increased customer retention by 104%

SOLUTION

How did you find LTVplus?

Online Search

Why did you select LTVplus over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from LTVplus were assigned to this project?

18

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

• Provide outstanding customer support 24-7, 365. 
• First response time in under 20 seconds, resolution time in under 10 mins.

RESULTS & FEEDBACK

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

• 98% increase in satisfaction
• 104% increase in retention.

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

Amazing support and service.

What was your primary form of communication with LTVplus?

• Virtual Meeting
• Email or Messaging App

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

Their ability to adapt to change and keep up with emerging technologies

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

None

BACKGROUND

Please describe your company and your position there.

I'm the CEO of a digital marketing company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LTVplus?

All of our customer support, pre-sale and post-sale.

What were your goals for this project?

Increase our conversion rates on pre-sale, increase our stick rates on post-sale.

SOLUTION

How did you select LTVplus?

We found LTVplus through a colleague who highly recommended them.

Describe the scope of their work in detail.

They were able to quickly learn our course material and help guide any customers or leads into finding the right information they have been looking for.

What was the team composition?

Our manager and 3 live chat agents.

RESULTS & FEEDBACK

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

LTVplus has been amazing, so amazing in fact that I've introduced them to several of the leading players in our industry. One person told me "literally the best intro I've ever had". They've helped us navigate through tens of thousands of live chats and help us keep our customers happy. They've been key in allowing me to focus on the business knowing that our support is self-managed and incredibly reliable. Feel free to reach out to me if you have any questions about the experience. P.S. Kadean, our manager, is a rockstar".

How effective was the workflow between your team and theirs?

Very clean, simple, and reliable.

What did you find most impressive about this company?

They've been amazing to work with all around.

Are there any areas for improvement?

The biggest thing would be if we could hold onto some of their best agents for longer. Fortunately for them they have moved up as they do deserve!