Pexly

BACKGROUND

Please describe your company and position.

 I am the Head of Customer Service of an ecommerce company 

Describe what your company does in a single sentence.

We buy and sell already used media articels and consumer electronics (recommerce).

OPPORTUNITY / CHALLENGE

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

• Reduce Backlog in customer service
• Maintain a decent level of tickets whilst ramping up our own staff
• Have the right language experts supporting in customer service

SOLUTION

How did you find Pexly?

They approached us

Why did you select Pexly over others?

• Pricing fit our budget
• Good value for cost

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.

Supporting in customer service with 4 agents for the German market and 2 agents for the dutch market. The German agents are handling 1st level mails and chats and the agents for the Netherlands doing all mails from 1st and 2nd level as well as Call services for our customers.

RESULTS & FEEDBACK

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

• Great performance of agents - reaching set UPH targets
• Fast alignment when something does not work
• Regular feedback and checkins 

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

• They always deliver on time and respond to our needs. 
• We needed to exchange candidates, and it was done over the course of a week.

What was your primary form of communication with Pexly?

Virtual Meeting

What did you find most impressive or unique about this company?
Hiring was super fast and sufficient as well, so nothing to complain at all.

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

There's nothing they need to improve on.

BACKGROUND

Please describe your company and position.

I am the Head of Vendors of an automotive company 

Describe what your company does in a single sentence.

We stock a wide selection of great value products for cars, trucks, and motorbikes from numerous brands and in every price range. Our user-friendly website makes ordering easy and if you do have any questions, we'll be happy to help. Our customer support is available in 23 languages.

OPPORTUNITY / CHALLENGE

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

• Language skills
• Quality
• Productivity

SOLUTION

How did you find Pexly?

Friend

Why did you select Pexly over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Pexly were assigned to this project?

17

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

Pexly will answer requests per Voice, Chat and Email in a efficient and polite maner. The request should be fixed by one contact.

RESULTS & FEEDBACK

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

the KPI: Productivity, CSI, NPS

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

Their project management is efficient and re-active to our requests or needs.

What was your primary form of communication with Pexly?

• Virtual Meeting
• Email or Messaging App

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

The capacity to manage a team with all team members working remotly.

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

Not that I could think of

BACKGROUND

Please describe your company and position.

I am the Customer Experience Manager of Giftcards Group

Describe what your company does in a single sentence.

We are an international seller of giftcards

OPPORTUNITY / CHALLENGE

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

• High Quality Customer service employee
• High Quality B2B sales agent

SOLUTION

How did you find Pexly?

Online Search

Why did you select Pexly over others?

• Great culture fit
• Good value for cost

How many teammates from Pexly were assigned to this project?

2-5 Employees

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

We have been outsourcing our customer support and b2b sales agency succesfully with high quality employees recruited by Pexly. Our main business for customer support that they provide is client contact via email and phone, processing all questions around our product sales. 

On the B2B department our clients are provided with personal support and guidance on our offers and the full process from start to finish is provided by our Pexly agent.

RESULTS & FEEDBACK

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

Mostly we see that the agents are quick in their learnings and were able to operate in the business without mayor guidance. The service has improved in quality due to the high level of experience of the agents that we work with.

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

On management level the respons time is very quick and accurate. We've been served very well on this department and have not encountered any problems in our time working with Pexly.

What was your primary form of communication with Pexly?

• Virtual Meeting
• Email or Messaging App

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

What i've experienced as outstanding is the service level and their ways of thinking with you and acting quickly upon requests. It's amazing to work with people that level the speed of work we also provide in our own bussiness.

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

For now, we have no additional wishes in our collaboration. We will be proceeding working together and aim to extend our work together in future times.

BACKGROUND

Please describe your company and position.

 I am the Head of Operations of a cosmetic products company 

Describe what your company does in a single sentence.

Produce and sell cosmetic products.

OPPORTUNITY / CHALLENGE

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

• Consistent Customer Support
• Cost effectiveness
• Customer Happiness

SOLUTION

How did you find Pexly?

Online Search

Why did you select Pexly over others?

• Pricing fits our budget
• Good value for cost
• available in US market

How many teammates from Pexly were assigned to this project?

1 Employee

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

Answering all customer inquiries via email, messenger, phone and WhatsApp.

RESULTS & FEEDBACK

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

CSAT

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

yes all professional and well (despite initial hick-ups)

What was your primary form of communication with Pexly?

• Virtual Meeting
• Email or Messaging App

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

We were thrilled with their dedication to meeting our needs. And involvement of the agents

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

so far all good

BACKGROUND

Please describe your company and position.

I am the Founder of vidby.com

Describe what your company does in a single sentence.

AI-powered software for rapid and accurate video and document translation, subtitling, and dubbing

OPPORTUNITY / CHALLENGE

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

• Help in building a customer support service
• Search for specialists for marketing and support departments

SOLUTION

How did you find Pexly?

Personal

Why did you select Pexly over others?

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

How many teammates from Pexly were assigned to this project?

2-5 Employees

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

We needed help in building a support service: 

• selecting a team, 
• building processes, 
• setting up tools. 

All tasks are performed professionally, efficiently, and on time.

RESULTS & FEEDBACK

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

number of specialists found, number of requests processed

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

All requests were processed quickly, the assigned tasks were resolved

What was your primary form of communication with Pexly?

• Virtual Meeting
• Email or Messaging App

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

• Involvement in the process
• good professional level and experience of each team member, 
• quick response to our problems and needs.

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

No, everything is OK.

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?

BACKGROUND

Please describe your company and your position there.

We are a communication platform that is all about employees. We help organizations put employees at the center of the organization in order to increase employee engagement.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pexly?

Growing the pool of potential clients from European countries in multiple industries

SOLUTION

How did you select this vendor?

Pexly was recommended by my friend who was also using outsourced teams from Pexly

Describe the scope of their work in detail.

Generating 60 qualified leads per day

What was the team composition?

2 FTE

RESULTS & FEEDBACK

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

The bounce rate for cold email outreach is less than 3%, which means they found us real contacts only

How effective was the workflow between your team and theirs?

They provide perfect communication and result delivery at every stage of our cooperation.

What did you find most impressive about this company?

Great value for money

Is there any area for improvement or anything that could have been done differently?

None

BACKGROUND

Please describe your company and your position there.

Selling phone accessories via our website arround Europe. We are present in 18 countries right now.

OPPORTUNITY / CHALLENGE

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

To provide native customer service for our customers.

SOLUTION

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

Google Reviews, Trust Pilot, Customer Feedback

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

To outsource the customer service.

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

Team Leader, CS Support, and Back Up

RESULTS & FEEDBACK

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

It was not an obstacle for them, even at critical moments like the tragedies at the beginning of the year.

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

We're impressed with the quality of their responses to customers.

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

To be more flexible and adjust to e-commerce.

BACKGROUND

Please describe your company and your position there.

yawave is a user interaction suite that combines content and users. I am responsible for Sales and Partner Relation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pexly?

We hired a Lead researcher to help with lead generation, lead evaluation and additional back-office tasks.

SOLUTION

How did you select this vendor?

Pexly reached out to us, offering their services. After discussing the scope of work and tasks to be performed, Pexly started a hiring process. During the hiring process we had an opportunity to finally decide on the suitable candidate that would be dedicated to our project and become a real part of our team.

Describe the scope of their work in detail.

High-quality lead research with reaching daily KPI, assisting with different tasks.

What was the team composition?

1 FTE

RESULTS & FEEDBACK

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

Having help with producing potential leads on a daily basis saved for our company a lot of time for optimizing and working on upcoming steps of the sales process.

How effective was the workflow between your team and theirs?

We kept in touch with the assistant on a daily/weekly basis to ensure productive teamwork and share our common goals and results.

What did you find most impressive about this company?

We were impressed by their will to find the best candidate who met our needs and their dedication to our company and goals. Focused on long-term relationship.