Simply Contact

BACKGROUND

OPPORTUNITY / CHALLENGE

• We aimed to provide seamless and efficient customer interactions across various platforms, including live chat, social media, and phone calls.

SOLUTION

• High ratings
• Good value for cost

RESULTS & FEEDBACK

BACKGROUND

OPPORTUNITY / CHALLENGE

• We aimed to implement a robust multichannel support system.
• And enhance our back-office operations.

SOLUTION

• High ratings
• Pricing fit our budget

• create a strong customer support system
• train the support team
• make our back office work more efficient

RESULTS & FEEDBACK

BACKGROUND

Please describe your company and position.

I am the Business Development Manager of an it services company

Describe what your company does in a single sentence.

We provide robust multi-factor authentication solutions to ensure maximum security in online data access.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We hired Simply Contact to improve the quality and responsiveness of our customer support.

SOLUTION

How did you find Simply Contact?

Referral

Why did you select Simply Contact over others?

• High ratings
• Great culture fit

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Contact was entrusted with managing our inbound customer inquiries through live chats and calls across four languages: English, Spanish, German, and French. Their dedicated team assists our clients with queries related to our two-factor authentication solutions, troubleshooting, and general inquiries, ensuring a seamless user experience.

RESULTS & FEEDBACK

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

The collaboration with Simply Contact led to a significant improvement in our customer service metrics. We achieved a 45% reduction in response times and a 30% increase in customer satisfaction scores. The analytics provided by Simply Contact allowed us to identify areas for improvement and implement strategic changes, driving continuous enhancement in service quality.

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

Simply Contact showcased outstanding project management throughout our collaboration. Every phase, from initiation to execution, was handled with utmost precision and efficiency. Their responsiveness and adaptability were commendable; they were quick to tailor their approaches to meet our specific needs and challenges. Regular updates and transparent communication ensured we were always informed and confident in the progress being made.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Their ability to provide support in multiple languages without compromising on quality was truly impressive. Their proactive approach in suggesting improvements and innovations to enhance customer experience stood out.

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

At this point, everything has been up to our expectations.

BACKGROUND

Please describe your company and position.

I am the Marketing specialist of a Data analytics company

Describe what your company does in a single sentence.

Our company empowers businesses with insightful analytics to enhance their social media presence, offering tools for performance evaluation, competitive intelligence, social listening, and team collaboration.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We hired Simply Contact to provide multilingual support in English, German, and Ukrainian
• Reduce operational costs of our support department
• Enhance customer support quality

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Pricing fits our budget
• Good value for cost

How many teammates from Simply Contact were assigned to this project?

2-5 Employees

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

Simply Contact took charge of our live chat and social media channels, offering real-time support and engagement in multiple languages (Ukrainian, English, German). They addressed customer inquiries, feedback, and issues promptly, ensuring enhanced customer satisfaction and loyalty.

RESULTS & FEEDBACK

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

With Simply Contact's expertise, we witnessed a 35% uptick in positive customer feedback on our live chat and social media channels. Additionally, the multilingual support led to a broader customer reach, enhancing our brand's global presence.

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

Simply Contact exhibited exemplary project management skills. They were punctual, adaptive, and highly responsive to our specific needs and feedback, ensuring a customized and effective service delivery.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

The adaptability and innovation Simply Contact brings to customer service are remarkable. Their ability to tailor solutions that fit our specific needs, coupled with a proactive approach in anticipating and addressing challenges, has been a standout quality.

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

We are thoroughly satisfied with their services. We have no suggestions for improvement.

BACKGROUND

Please describe your company and position.

I am an executive at our company

Describe what your company does in a single sentence.

Social media monitoring and analytics tool that helps businesses to understand their online presence, track brand reputation, and engage with customers effectively.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• We hired Simply Contact to provide customer support in English and Spanish
• Improve the quality of our customer support
• Cut costs compared to in-house contact center

SOLUTION

How did you find Simply Contact?

Referral

Why did you select Simply Contact over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from Simply Contact were assigned to this project?

6-10 Employees

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

Simply Contact is responsible for handling our inbound customer requests via calls and emails in both English and Spanish. Their team of dedicated agents provide customer support to our users, addressing their issues related to the use of our platform, billing, and subscription services.

RESULTS & FEEDBACK

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

• Our partnership with Simply Contact resulted in a significant increase in our customer satisfaction rate and about 40% reduction in our customer support costs.

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

Simply Contact's project management was excellent. They are highly responsive to our needs and feedback. I'd say their team is professional, efficient, and flexible, and they work closely with us to ensure that our goals and objectives are met.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

We've been impressed with their team's transparency in everything they do. We also appreciate that they bring new ideas on how to automate things, increase efficiency, and provide a better service to our customers.

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

Can't think of any.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Success of Wheelshare

Describe what your company does in a single sentence.

A digital wheelchair sharing system designed to expand the freedom of movement for temporary users such as senior citizens and patients

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• WheelShare needed a reliable outsourced contact center provider to handle our inbound customer support in English and German languages
• Our primary goal was to ensure a seamless customer experience by providing efficient and cost-effective customer support.
• We wanted to find a partner that could deliver high-quality service with a transparent work process and a high CSAT, allowing us to focus on our core business operations.

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

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

What was the size of Simply Contact’s team?

6-10 Employees

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

We engaged Simply Contact to manage our ongoing inbound customer support, handling inquiries, troubleshooting, and providing guidance for our wheelchair rental system 24/7. Their team was responsible for delivering exceptional customer service in both English and German, with plans to expand into French soon. Simply Contact built a tailored solution for WheelShare, ensuring the highest quality while maintaining cost-efficiency thanks to their approach.

RESULTS & FEEDBACK

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

• Simply Contact's team efficiently handles customer inquiries and support requests in multiple languages, resulting in improved customer satisfaction and loyalty. Their 24/7 availability ensures that our users receive timely assistance, contributing to the ongoing success of WheelShare.

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

The collaboration between our teams is seamless and highly effective. Simply Contact's transparent work process allows us to monitor performance closely, and their proactive communication ensures a smooth workflow throughout the project.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Simply Contact's dedication to quality and cost-efficiency is truly remarkable. Their flexible approach and transparent work process, combined with their commitment to delivering the highest level of customer service, make them an invaluable partner for WheelShare.

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

We are extremely satisfied with Simply Contact's services. I can't think of any areas that need improvement. We look forward to our continued partnership and the launch of the French language hotline.

BACKGROUND

Please describe your company and position.

I am the Head of Support of Ditto Music

Describe what your company does in a single sentence.

An award-winning global music distribution and record label services company, supporting over 500,000 artists and labels worldwide, with more than 20 offices across the UK, Europe, Australia, Asia, Africa, North and Latin America.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• Provide multi-lingual customer support (English and Spanish)
• Streamline our customer support processes
• Enhance overall customer satisfaction

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Good value for cost

How many teammates from Simply Contact were assigned to this project?

Other

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

Simply Contact handles customer inquiries in both English and Spanish. Their agents address questions and concerns related to our platform, account management, and distribution process. They also have dedicated content managers who do audio and video content quality control.

RESULTS & FEEDBACK

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

• Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses.

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

They are attentive to our requirements and are quick to implement any necessary changes. Their team is not only professional and efficient but also proactive in addressing potential issues.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email or Messaging App

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

Simply Contact's dedication to understanding our business and providing tailored solutions that cater to our unique needs has been invaluable. Their ability to integrate seamlessly into our operations and become a true extension of our team has greatly impressed us.

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

There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

BACKGROUND

Please describe your company and position.

I am the CEO of (a/an) IT Services

Describe what your company does in a single sentence.

SaaS company, a cloud-based no-installation-needed PDF reader, editor, form filler, and form designer.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Simply Contact to accomplish?

• Get a professional customer support outsourcing service to handle inbound customer inquiries
• Ensure consistent and high-quality user support for our platform.
• Increase CSAT

SOLUTION

How did you find Simply Contact?

Online Search

Why did you select Simply Contact over others?

• High ratings
• Good value for cost

What was the size of Simply Contact’s team?

6-10 Employees

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

We engaged Simply Contact to manage our helpdesk, addressing inbound customer requests in English. They provided us with a team of five dedicated agents who were trained to handle various inquiries related to our cloud-based PDF platform. The project aimed to ensure customer satisfaction and maintain a high level of service quality.

RESULTS & FEEDBACK

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

As a result of our cooperation with Simply Contact, we experienced a 15% increase in our Customer Satisfaction (CSAT) scores. Their team efficiently processed inbound customer requests, ensuring prompt and effective resolutions.

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

The workflow between our team and Simply Contact was highly effective. Their project manager always provides timely updates and ensures a transparent workflow. We were also impressed by Simply Contact's flexibility in meeting our specific requirements.

What was your primary form of communication with Simply Contact?

• Virtual Meeting
• Email
• Messaging App

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

Their attention to detail, strict QC measures, and efficient analytics and monitoring are commendable. The speed and quality of agent training were also noteworthy.

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

Nothing comes to mind.

BACKGROUND

Please describe your company and your position there.

I am the Growth Manager and I am in charge of the external Staff and HR concerns of internal Staff. I also am the admin of the tool that we are using called Zendesk.

OPPORTUNITY / CHALLENGE

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

We used to receive calls, but now all interactions with customers are via email. It is very hard to find German Customer Service agents which is why we started to get their service to help out with German concerns. They also help out with Japanese as well and we have a few English speakers too with Simply Contact.

SOLUTION

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

Actually, I was not the one who decided on getting them as a Vendor. They were just recently assigned to me back in November.

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

They provide 8 hours a day of Customer Service to our German/English and Japanese customers. When we did calls we used Five9. For CRM we have an internal tool called EmanageCRM. We use Zendesk to interact with customers and Tymeshift to monitor agent's work time.

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

I work with Alina who is the team leader, we have a weekly call for updates and feedback. We also send emails as well. I used to work with Oleg but he got transferred to a different project.

RESULTS & FEEDBACK

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

We currently only have productivity and CSAT. When it comes to DSAT this team does not have any problems. Their CSAT is ok, compared to other teams lower but then again this team is bigger than the other teams.

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

We have a weekly call on Wednesdays. We discuss updates and feedback and maybe some issues they are experiencing with the tools. We (Quality Team) send emails when we need to coach an agent and I usually follow up through Skype chats. We always chat when there is something urgent or if others want to follow up on some things.

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

We have 2 more other outsourced teams/vendors working with us. We used to have 5 and had to let the others go. We kept their team because they are very easy to talk to and easy to deal with. Also they are the only team that has German and Japanese speakers.

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

So far it is just missed steps from the SOP from the agents which can be improved by coaching which was already done. Whenever an agent needs improvement or has forgotten to take a few steps or did not document some information we immediately send an email for coaching.

BACKGROUND

Please describe your company and your position there.

Metro AG is a German multinational company based in Düsseldorf which operates business membership only cash and carry stores primarily under Metro brand. As of 2020 it operates around 680 stores in 24 countries in Europe and Asia.

OPPORTUNITY / CHALLENGE

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

We hired Simply Contact to handle a large number of incoming requests from clients through multiple channels of service and enhance the level of service quality.Our goal was to improve the quality of service and customer experience. We wanted agents to have working experience with wholesale and HoReCa clients, various categories of food and non-food items.

SOLUTION

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

Simply Contact has an impressive experience in the customer service industry and the team presented itself as a reliable and dedicated business partner. They were able to fulfill all of our key requirements and ensure a smooth transition.

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

Our contact center provides customer support that includes informing clients about our locations, working hours, product costs, current promotions, etc. We needed a team of experts to handle requests and complaints through multiple service channels and keep a record on all the inquiries.

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

I worked with a team of professionals. We have 12 customer service specialists, 2 shift supervisors, a trainer and a project manager. The process was built to a high standard

RESULTS & FEEDBACK

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

Simply Contact agents manage to resolve 98% of requests within the first 120 seconds after the call. Now they take up to 12000 calls per month and provide a high level of customer satisfaction.

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

The Simply Contact team certainly proved themselves as professionals. They did a great job implementing a CRM system that increased the security of customer data and made it easier to maintain customer profiles. It enabled using multiple channels (calls, emails, social networks and internal customer resources) to support customers in one system

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

Transparency of a workflow that Simply Contact serves is definitely impressive. We have ongoing communication, get analytics and monitoring reports that keeps us constantly updated on project performance.

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

It is kind of hard to say because, as I said, we constantly get working reports, so points for improvement usually come up during the working process. Simply Contact is always open to the things we want to be improved or implemented.