Pexly

BACKGROUND

Please describe your company and position.

I am the Director of CX Operations of a beauty & cosmetics company

Describe what your company does in a single sentence.

Defining and building the future of beauty through proprietary technology that connects people with superior cosmetic/skincare products.

OPPORTUNITY / CHALLENGE

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

• Hire agents with specialized skills
• Improve overall customer experience
• Lower cost

SOLUTION

How did you find Pexly?

Online Search

Why did you select Pexly over others?

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

How many teammates from Pexly were assigned to this project?

10-20

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

We were looking for a reliable, flexible partner to hire and manage outsourced agents for foreign language projects, as well as public facing social media projects. The goal was to ensure that emails, direct messages, and ad comments were resolved within our SLA, adhering to policies and procedures and maintaining the proper brand voice, while keeping a consistent customer satisfaction score.

RESULTS & FEEDBACK

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

The Pexly management team found excellent candidates with a very short turnaround time. Due to the timing, we were a bit backlogged, but the team of hired agents learned quickly, worked well under pressure, and now, post-busy season, are handling pending items well within SLA with high customer satisfaction. Both agents and management are flexible and provide extremely valuable insight.

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

Pexly always does a great job with project management! We have very specific needs with our business model and not only is Pexly very understanding and flexible, but also offer us great candidates and options based on our needs.

What was your primary form of communication with Pexly?

Virtual Meeting

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

We are very impressed with the level of professionalism and flexibility from all of the Pexly team members. They go above and beyond to ensure our satisfaction, while offering valuable insights and feedback. The agents are well trained and quick to learn, and management is very communicative.

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

We have no feedback on improvement at this time!

BACKGROUND

Please describe your company and position.

I am the Team Lead Support & Content Moderation of Quoka GmbH

Describe what your company does in a single sentence.

Quoka.de is a classifieds platform that enables individuals and businesses to buy, sell, and trade a wide range of products and services locally.

OPPORTUNITY / CHALLENGE

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

• good quality content moderation by native speakers in alignment with different rules and regulations
• managing high volumes of user generated content
• easy communication ways

SOLUTION

How did you find Pexly?

Referral

Why did you select Pexly over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Pexly were assigned to this project?

6-10 Employees

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

Content moderation of user generated content preferably in the dating area including image moderation and editing. Ads can contain up to 5000 characters, and up to 20 pictures. Content moderation has to consider different laws and requirements. Up to 4000 ads daily. 7 days a week 16 hours a day

RESULTS & FEEDBACK

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

• reliable processing of the required ad volume 
• Increase in ad quality through native speakers 
• Reduced waiting time for users 
• fewer complaints

What was your primary form of communication with Pexly?

Virtual Meeting

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

Delivery is always on time, and our needs are always addressed promptly and satisfactorily.

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

• very good respond to our need
• Quality and commitment of agents 
• very good communication 
• problem management is fast and uncomplicated

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

From today's point of view, we are very satisfied with the cooperation. We couldn't have imagined that everything would work as smoothly as it did.

BACKGROUND

Please describe your company and position.

I am the Head of Digital & Growth of The Cauldron

Describe what your company does in a single sentence.

A wizard themed bar providing immersive, magical food and drink experiences with working magic wands!

OPPORTUNITY / CHALLENGE

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

• To take hold of the incoming emails
• To help introduce phone calls
• To up the level of customer service that we provide

SOLUTION

How did you find Pexly?

Online Search

Why did you select Pexly over others?

• High ratings
• Great culture fit
• Company values aligned

What was the size of Pexly’s team?

2-5 Employees

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

We run and operate 8 F&B venues across the USA and UK and all inbound enquiries (email and phone calls) come to one central support hub. Pexly have assisted us in setting up a new, more refined customer support service. They supported with the initial search for agents and have supported continuously with ongoing support and training.

RESULTS & FEEDBACK

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

• The response time has shortened dramatically. We have a higher customer satisfaction. Phone calls are now answered!

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

Fantastic project management from all members at Pexly. Everything was delivered on time, professionally and easily. They are super quick and happy to deal with last minute changes and support us a lot day to day.

What was your primary form of communication with Pexly?

Virtual Meeting

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

I was impressed by their flexibility and ability to deal with the structure of our multiple venues across different time zones.

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

No!

BACKGROUND

Introduce your business and what you do there.

I am Department Head at Transitiv. We are a franchise business intelligence platform, aimed at helping franchises centralize, visualize, and take action upon their business data. In that, I lead the internal marketing efforts, as well as a portion of paid marketing for clients. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with the vendor?

We needed operational assistance to help build new marketing campaigns, set up/maintain reporting, execute client requests, as well as other various projects. 

SOLUTION

What was the scope of their involvement? 

They were involved on a full-time basis. 

What is the team composition? 

The marketing operations team is composed of myself, the Pexly employee hired for marketing operations assistance, as well as another part-time hire. 

How did you come to work with the vendor?

We found the company online and have heard good things.

How much have you invested with them?

$30K+ 

What is the status of this engagement?

Ongoing 

RESULTS & FEEDBACK

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

We were able to handle a greater capacity of requests, and new client launches. In-part because of this, as well as the diligence of this person, we had a noticeable reduction in churn upon integrating them into our organization. 

How did the vendor perform from a project management standpoint?

Once the project guidelines were clearly defined, the vendor did a great job in consistently adhering to project timelines. 

What did you find most impressive about them?

Their work ethic, desire to learn, and can-do attitude are most impressive. They've been an integral part of the team. 

Are there any areas they could improve?

Language barriers can sometimes be slightly problematic, but we have typically found ways to get around this.

BACKGROUND

Please describe your company and your position there.

I am a team lead. Create and continue relations. Additionally watch over customer service to ensure customers are being serviced well.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pexly, and what were your goals??

We wanted to ensure our customers were getting great customer service in a timely manner. The customer service side of the business was new to our team and we needed a team, like Pexly, who could come in and show us how to properly do so.

SOLUTION

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

We reviewed several options online. After meeting the Pexly team, seeing their willingness to assist us and be patient with us as we continue to learn as our company grows we saw it was a perfect fit.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide customer service 9am-5pm, weekdays. The customer service has a phone line that must be answered as well as two messaging platforms that must be responded to.

Who did you work with and what was the feedback process like?

We work with our account manager as well as the customer service provider. Both have made the process extremely easy. Both are willing to always assist us and take direction when needed. Excellent communication.

RESULTS & FEEDBACK

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

Overall our customers are extremally happy with the customer services provided- most are surprised by how quickly the response time is. Our company wants to continue to give customers the best experience and Pexly has done just that.

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

We allow for emails to come and go throughout the week. We set up calls when new things are being implemented or if needed.

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

What's impressive was their knowledge of customer service and how to execute it clearly and efficiently.

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

No!

BACKGROUND

Please describe your company and your position there.

Our company provides marketing activation services to large fmcg companies. And as part of that, we run the largest cashback platform in the country. My role is operations director.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pexly?

As our cashback platform grew, clearing the receipts became too labour intensive to do in-house. We searched for an external party to which we could outsource this part of the service.

SOLUTION

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

We have been working with this company for years. In that time, it was started through a partnership with the founders.

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

The team is responsible for clearing the receipts in a web based tool.

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

Our main point of contact is a dedicated supervisor. She runs a team of approximately 10 people, responsible for the manual clearing of the receipts.

RESULTS & FEEDBACK

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

Having the team handle our manual clearing, together, we are able to continuously deliver on the SLA to our consumers.

How effective was the workflow between your team and theirs?

We have a weekly briefing and next to that, if necessary, daily contact to keep the business running smoothly. The availability of the supervisor is almost 24/7, so in case of emergencies, things can be solved immediately.

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

With great involvement, flexibility and dedication, the clearing is taken care of on a daily basis. A major advantage is their ability to scale up quickly.

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

The ability to scale up quickly also brings with it the responsibility to train and monitor additional team members. This monitoring could be more strict to avoid mistakes.

BACKGROUND

Please describe your company and your position there.

Our award-winning mixed reality products, ValoClimb and ValoJump, are fully automatic digital attractions that have been designed to enhance repeatability and to have significant play-value.

Our walk-in attractions come in different models that are full of high quality and exciting games that are exhilarating to play and super fun to watch, again and again. Our attractions have been designed to offer versatility in a small space while helping indoor leisure industry operators to increase their competitive advantage, to maximise the floor-space revenue while allowing flexibility with monetisation.

In addition, ValoJump and Valoclimb are hygienic, allow unattended operations and require no wearables or preparation time.

My role as Head of Customer Success is to make sure our customers are successful with our products and our partners are supported.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pexly?

Our company portfolio was growing quickly and we needed to be reachable for our customers, players and partners 24/7. We found that Pexly would be our ideal partner to manage this jointly.

SOLUTION

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

As always, expertise and customer centric knowledge was the deciding factors for us. We especially noticed the care and training Pexly provides through their teams.

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

24/7 service team.

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

We are working with a range of resources from the Pexly team, everything from top to mid management, ending with our service team of 5 agents, or as we call them Customer Success Managers, which manage the relationships with our customers.

RESULTS & FEEDBACK

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

Since we started working with Pexly, we have noticed a rapid increase in customer satisfaction and as a result our NPS scores are in the high 90s. In addition, by working closer with our customers, our sales and marketing teams have gained deeper customer knowledge which we can use to expand our own services.

How effective was the workflow between your team and theirs?

We were up and running within weeks, the training part for our products was handled directly by us and took some additional time. Overall, I would say that it was flawless.

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

Their availability and attention to detail. The Pexly team is very aware and always reachable, which I value tremendously.

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

At the moment, no.

BACKGROUND

Introduce your business and what you do there.

I’m the head of operations, and I’m responsible for HR, finance, and office management. I’m also in charge of the customer success team. I work for an online marketplace similar to eBay, and we’re located in Vienna, Austria.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Pexly?

We were looking to outsource parts of our customer success for cost optimization and to be able to scale up and down quickly.

SOLUTION

What was the scope of their involvement?

Pexly is providing us with customer support services, mainly through written communication. We’ve trained them on how we approach our customer service since we use specialized terms. On top of that, they provide us with a lot of analytics and improvements that need to be done within the year. As an example, we’ve been able to modify the scripts that we created through their help, and we’ve been optimizing them. All of them work in a remote setup.

What is the team composition?

We’re working with their customer support team.

How did you come to work with Pexly?

The Pexly was referred to us by someone who had worked with them. We also looked at different outsourcing companies. After evaluating them, we chose to work with Pexly.

How much have you invested with them?

We’ve spent $250,000–$500,000.

What is the status of this engagement?

Our ongoing collaboration began in September 2019.

RESULTS & FEEDBACK

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

They’ve been able to quickly pick up what they need to learn from the training. As a result, whenever we need new people on their site, they can train them as fast as possible while being able to maintain the quality of work that we need from them.

In addition, with their support, we have fast response times, which has allowed us to increase our customer satisfaction to 80% — it’s a really good number for our area, and it’s about 5% above benchmark. They’re also doing a great job on other types of KPIs.

How did Pexly perform from a project management standpoint?

Performance-wise and organization-wise, Pexly has been performing very well. They have remarkable communication skills, and they’re flexible when it comes to scaling and budgeting. Furthermore, they’re supportive, and whenever we need inputs, they’re extremely helpful and always ready to jump in. We communicate through Slack and Google Meet.

What did you find most impressive about them?

They’re always extremely motivated to make sure that we’re satisfied with their services. Overall, we really feel that they treat us as a valued customer.

Are there any areas they could improve?

No. We have nothing to complain about their services because we’ve had a great experience since the beginning of our project.

Do you have any advice for potential customers?

Know how many resources you need from them so that you can quickly scale up nd down as needed. If you conduct forecasting on a monthly basis, that’s better.

BACKGROUND

Please describe your company and position.

I am the Customer Success Lead of (a/an) Other Industry

Describe what your company does in a single sentence.

App Support Services

OPPORTUNITY / CHALLENGE

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

• Recruitment

SOLUTION

How did you find Pexly?

Online Search

Why did you select Pexly over others?

• Great culture fit
• Good value for cost
• Other

What was the size of Pexly’s team?

2-5 Employees

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

Pexly has assisted us in hiring Customer Success managers. The hiring process was very efficient, and they were attentive to our needs and requests. We've been working with them for over a year, and they're always available for us. In addition, they helped us develop our employees' skills by conducting courses and lessons on their behalf

RESULTS & FEEDBACK

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

• Personal employee development

What was your primary form of communication with Pexly?

• Virtual Meeting
• Email
• Messaging App

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

-

BACKGROUND

Introduce your business and what you do there.

We are an education technology company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with the vendor?

We conduct webinars and online events with hundreds of guests that require moderation.

SOLUTION

What was the scope of their involvement?

They’ve provided 2.5 FTEs to work as moderators on our webinars and online events

What is the team composition?

2.5 FTEs

How did you come to work with the vendor?

I worked with them previously

How much have you invested with them?

Around 15k

What is the status of this engagement?

Ongoing

RESULTS & FEEDBACK

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

100% reply rate to all comments and inquiries made via webinars

How did the vendor perform from a project management standpoint?

Very well

What did you find most impressive about them?

They've managed to staff and started the project very quickly, which was important for us.

Are there any areas they could improve?