Reps Direct

BACKGROUND

Please describe your company and your position there.

I am founder and president of Shirtquarters.com. I pretty make all the daily decisions in regards to both micro and macro business objectives. These decisions range widely from assisting entrepreneurs in growing their own online apparel brands to operating nearly a dozen in house brands.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Reps Direct?

Needed customer service and data entry help

What were your goals for this project?

Wanted someone that would take a lot of the annoying things off my plate.

SOLUTION

How did you select this vendor?

Was using people off of Upwork before and they were unreliable. I got sick of having to find new people. I checked out a couple companies and I like their setup the best. I also liked that there wasn't a language barrier.

Describe the project in detail.

My guys handle my customer service and uploading new items and pictures on all of my stores.

What was the team composition?

Got a manager that I deal with. I send emails to everyone on my team when I need something done and they do it. If they have a problem they email me.

RESULTS & FEEDBACK

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

They get it done and I don't have to deal with it anymore. I have more time to create new products and sell my stuff. That's a success for me.

How effective was the workflow between your team and theirs?

We do most everything via email. They offered other forms of communication but I don't really need it.

What did you find most impressive about this company?

It was very easy to get started and they follow directions well.

Are there any areas for improvement?

None yet

BACKGROUND

Please describe your company and your position there.

I run an online dating website that needed customer support help. Reps Direct helps us with our subscription lookup, cancellations and refunds as well as general site questions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Reps Direct?

When customer service became too much for me to handle I looked for an outsourced solution. I needed someone that had experience but was also courteous and understanding

What were your goals for this project?

I ended up choosing reps direct because they provide me my own agent. I have now had the same rep for years and it has taken a lot of stress off of me. They know my product inside and out which makes for a good customer experience.

SOLUTION

How did you select this vendor?

I talked to a few companies and ended up choosing Rep Direct for a couple of reasons. I liked the 1 on 1 interaction I was able to have with my person. This made me feel comfortable with the company. I was very weary of outsourcing and this definitely helped. I also liked that I wasn't tied into a contract. Some of the other companies seemed more worried about getting me to sign a contract than anything else.

Describe the project in detail.

I have 1 person during normal weekday business hours. The only downfall was that if I want 24/7 coverage it would be entire too expensive since I would need many more people. I pay a flat monthly fee for the service. All I had to do was provide them with credentials for my site.

What was the team composition?

I have a project manager and my rep. I can reach out to either when I have a problem. Both have been my points of contact the entire time.

RESULTS & FEEDBACK

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

I have way less headaches now. Customer service was my least favorite part of the business and now I don't have to worry about it.

How effective was the workflow between your team and theirs?

Everything was easy to setup. As I mentioned I just had to provide credentials for them to login. I did a day of training and turned it all over. There were a few questions in the beginning but since them it has been very easy.

What did you find most impressive about this company?

The ease of everything. I had read some nightmare stories about outsourcing but I did not experience that at all.

Are there any areas for improvement?

As I mentioned if I needed 24/7 coverage it would not be worth it to me. I hope to one day grow to where I do need it :)