Supporto

BACKGROUND

Please describe your company and your position there.

I’m a marketing officer for White Owl. We’re a creative marketing agency that develops, designs, and implements marketing and brand strategies.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Supporto?

We needed someone to process incoming requests from our advertising and PR campaigns.

What were your goals for this project?

We needed to process incoming requests in no more than five minutes.

SOLUTION

How did you select this vendor?

We needed a company that could communicate with our clients in more than five languages and provide 24/7 monitoring for customer chats. After considering a long list of suitable companies, we narrowed our decision to two based on cost. We were convinced to work with Supporto after reviewing their demos and communicating with their specialists.

Describe the project in detail.

They work on diverse projects for us, including several cryptocurrency betting projects. Their staff is in touch with our clients 24/7. Two people per shift are assigned to moderate chats and social media interactions. We launch our campaigns worldwide, so Supporto is always answering questions. Sometimes they even deal with negative feedback and work to gain the callers' trust and loyalty.

RESULTS & FEEDBACK

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

Supporto saves us an enormous amount of time and allows us to focus on other tasks. We regularly get positive feedback from customers who say they receive fast responses in chats or on social media, and that chat moderators are pleasant and polite. Customers have a positive image of our company thanks to Supporto’s work.

How effective was the workflow between your team and theirs?

We developed a common language quickly. They always ask how things are going and if there’s any way for them to improve.

What did you find most impressive about this company?

They do everything immediately, including adapting to new projects. We’ve never met such an expert, professional team that can speak eight different languages.

Are there any areas for improvement?

It’s hard to name a disadvantage of working with them. Objectively, if they spoke more languages, we could broaden our horizons even further.