Top Customer Service

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Glow Aura Beauty

Describe what your company does in a single sentence.

We are an e-commerce beauty brand specializing in skincare and wellness products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• We hired Top Customer Service to manage our customer support operations, reduce response time, and improve overall customer satisfaction for our online store.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

They handled all email and chat support, processed returns and refunds, managed product inquiries, and delivered weekly insight reports. They also helped streamline our customer communication templates.

RESULTS & FEEDBACK

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

We saw a significant drop in complaint volume, faster responses, and an increase in positive customer reviews. Our ticket backlog went from several days to under 24 hours.

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

Project management was excellent and very organized. All tasks were delivered on time, and communication was clear and consistent.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

They were very responsive, quick to adjust to new requests, and proactive in improving our customer flow.

Are there any areas for improvement or something Top Customer Service could have done differently?

A bit more detailed reporting on recurring customer issues would be useful, but overall, service quality was outstanding.

BACKGROUND

Please describe your company and position.

I am the Director of The Company We Keep

Describe what your company does in a single sentence.

I am the Director of The Company We Keep, We specialize in Advertising Service, and we deliver experiences that make people feel deeper.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• Lessen response period and present professional 24/7 support to our clients
• maintain outbound customer care calls effectively and fast turnaround of customer questions

SOLUTION

How did you find Top Customer Service?

• Online Search
• Website search on google

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

1 project manager, 5 employees

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

We have engaged the services of Top Customer Service to operate our customer support call centre business whose employees dealt with inbound calls, address customers concerns, and resolve, or escalate the issues when the need arises. 
They made sure that each activity was performed professionally and politely and ensured proper call logs and up to date customer records.

The most important deliverables were in-time call response, closed-loop documentation of customer problem, 24-hour availability of the round-clock service, and frequent updates with performance figures.

RESULTS & FEEDBACK

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

Top Customer Service has helped us a lot when it comes to customer support process. The response rates were faster, hardly any calls were missed and generally customer satisfaction increased. They were readily available and their periodic reports on their performances helped us greatly understand the level of calls, solved complaints and the level of services. The results of such outcomes were quite evidential of the effects of their services.

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

Our project was treated very efficiently by Top Customer Service. They always deliver on time and respond very promptly to any of our requirements and could promptly respond to new requirements or changes. We were not left hanging and this contributed to better and easier collaboration, due to proactive communication and transparency of the updates.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

The most amazing thing was Top Customer Service professionalism and customer service dedication. They followed a patient, friendly and professional way of handling our customers needs thus taking our support experience to a higher level. Also they fitted in our current processes well and offered continuous and consistent support which was outstanding.

Are there any areas for improvement or something Top Customer Service could have done differently?

Among the areas that might be addressed is the delivery of more detailed performance analytics

BACKGROUND

Please describe your company and position.

I am the Founder of V-Count

Describe what your company does in a single sentence.

I am the Founder of V-Count, We do specialize in Software Development services and AI-powered visitor analytics solutions for physical spaces to optimize marketing, sales, staffing, & operations globally

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• Since we are a global software provider onboarding clients across various time zones, we required Top Customer Service to assist with addressing customer queries that come in at any hour.

SOLUTION

How did you find Top Customer Service?

Clutch Site

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

We collaborated with Top Customer Service to offer 24/7 customer support. Their responsibilities involve replying to customer calls, handling live chat inquiries, overseeing incoming emails, and ticket processing via our system.

Their team acts as the initial contact for any customer reaching out during off-hours. We supplied them with thorough documentation of the process, guidelines for responses, and escalation procedures. They operate directly in our HubSpot CRM for managing tickets and contacts, and utilize PhoneBurner (which is integrated with HubSpot) for handling calls.

We mainly engage with one project lead on their end, who fulfills the roles of trainer and manager for their team as well.

RESULTS & FEEDBACK

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

Their performance is assessed through KPIs like average handling time, first call resolution, and cost efficiency. Consistently, Top Customer Service has achieved these targets. They are highly responsive and need very little supervision from us.

When they come across technical problems that exceed their access level, they promptly inform our internal technical team to ensure minimal downtime.

We have observed considerable enhancements in customer engagement since their onboarding. Before, we overlooked a significant number of calls and chats. The metrics have transitioned from minutes to seconds, leading to a more seamless customer experience and quicker resolutions.

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

They handle the workload efficiently, complying with both deadlines and budget constraints. We use Microsoft Teams for communication and have one to two scheduled calls each week to assess performance and ensure alignment on updates.

What was your primary form of communication with Top Customer Service?

Email or Messaging App

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

Agents with a high level of professionalism and strong command of English, Rapid to adopt new methods and tools, Little guidance needed after training, they work on their own; they have proven reliable over the last few months.

Are there any areas for improvement or something Top Customer Service could have done differently?

There are no issues currently, as performance has remained consistently strong.

BACKGROUND

Please describe your company and position.

I am the Marketing Specialist of SOFTICO

Describe what your company does in a single sentence.

I am a Marketing Specialist at SOFTICO, we specialize on delivering IT Services and IT Consulting Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• We engaged Top Customer Service to offer multilingual assistance in Ukrainian, German, and English.
• Reduce our support department's operating expenses
• Improve the caliber of customer service

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

Our live chat and social media channels were taken over by Top Customer Service, which provided real-time assistance and interaction in several languages (German, English, and Ukrainian). They ensured increased customer satisfaction and loyalty by promptly addressing customer issues, feedback, and inquiries.

RESULTS & FEEDBACK

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

Positive customer feedback on our social media and live chat channels increased by 35% thanks to our Top Customer Service expertise. Furthermore, the multilingual support increased our brand's worldwide visibility by reaching a wider audience.

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

Excellent project management abilities were demonstrated by Top Customer Service. They ensured a tailored and efficient service delivery by being on time, flexible, and extremely responsive to our particular needs and feedback.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

Top Customer Service is remarkably innovative and flexible in their approach to customer service. One of their best qualities has been their proactive approach to anticipating and resolving issues, as well as their ability to customize solutions to meet our unique needs.

Are there any areas for improvement or something Top Customer Service could have done differently?

Their services have completely met our needs. We don't have any recommendations for enhancements.

BACKGROUND

Please describe your company and position.

I am the CTO of Datakafe

Describe what your company does in a single sentence.

Datakafe

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• Since we are a retail company, we were not familiar with information technology. We required assistance in overseeing our system's phone lines, advertisements, and chatbots.

SOLUTION

How did you find Top Customer Service?

• Online Search
• Clutch Site

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Top Customer Service were assigned to this project?

6-10 Employees

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

Top Customer Service is in charge of our chatbots and phone lines. The team provides technical support and responds to client inquiries about our system. We have provided them with detailed instructions on how to function and what they need to do. We have also given them standard operating procedures (SOPs) and service-level agreements (SLAs) to follow.

RESULTS & FEEDBACK

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

Since the beginning, our product has been overseen by Top Customer Service.  They take care of our product's technical and customer support aspects, and everything is running smoothly.

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

Deadlines are met by excellent customer service.  We communicate using Slack and have an internal management system.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

It has been helpful to us that Top Customer Service is aware of our hiring process, so we appreciate that.

Are there any areas for improvement or something Top Customer Service could have done differently?

None

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Pure Financial Advisors, LLC

Describe what your company does in a single sentence.

I am the Marketing Manager at Pure Financial Advisors, LLC , we specialize on financial services and we do provide comprehensive retirement planning services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• Offer assistance via a variety of channels. Improve the procedures for customer service Cut down on operating expenses

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

By offering our users technical support and multilingual chat, phone, and email support, Top Customer Service helped us increase customer satisfaction. They also handled back-office duties and deployed an AI-powered chatbot for prompt responses.

RESULTS & FEEDBACK

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

We saw an increase in CSAT and quicker resolution times.

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

Because their team was always accessible and the project manager made sure everything proceeded according to plan, the project went smoothly. They addressed any issues we had throughout the project and made changes as needed.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

How rapidly their agents received training and were prepared to manage our unique procedures and requirements. They can provide excellent support in a short amount of time.

Are there any areas for improvement or something Top Customer Service could have done differently?

Nothing to notice for now

BACKGROUND

Please describe your company and position.

I am the Project Management of Streamline Show Services

Describe what your company does in a single sentence.

I am the Project Manager at Streamline Show Services, we specializes on retail services and we do Simplified Your "Go-To Source"​ for Arizona I&D labor and quality rentals.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• We were not familiar with technology and information technology because we are a retail company. We needed help managing the chatbots, ads, and phone lines in our system.

SOLUTION

How did you find Top Customer Service?

We found them through a search on Linkedin.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned
• Search on internte

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

Top Customer service is in charge of our chatbots and phone lines. The team provides technical support and responds to client inquiries about our system. We have provided them with detailed instructions on how to function and what they need to do. We have also given them standard operating procedures (SOPs) and service-level agreements (SLAs) to follow.

RESULTS & FEEDBACK

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

Top Customer Service has been in charge of our product since the start. They handle the technical and customer service aspects of our product, and everything is operating without a hitch.

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

Top Customer Service meets deadlines. We use an internal management system and communicate via Slack.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

We appreciate that excellent customer service is informed about our hiring procedure. It has been advantageous to us.

Are there any areas for improvement or something Top Customer Service could have done differently?

We have no ideas about how they could improve because we are happy with their work and they are doing a good job for us.

BACKGROUND

Please describe your company and position.

I am the Head of Content of PASAKA Cinema Boutique

Describe what your company does in a single sentence.

We specialize on Entertainment Providers

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• Our goal was to expand our assistance. Our goal was to expand it while maintaining financial responsibility.

SOLUTION

How did you find Top Customer Service?

We began examining the most effective strategy for expanding our team in 2022.

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

Manager, their CEO, and other 2 truly cares about their mission.

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

Our team has grown thanks to them. They provide two kinds of services. The employer of record (EOR) model is one of their models. We have chosen to use that. This EOR model applies to most of our team members. Excellent customer service. handles sourcing, hiring, payroll, IT, HR, and other tasks. Our team members receive their direct reports.

We have completed the team's performance management and training. That is what we have done on purpose. When it makes sense, we may eventually move to the conventional BPO model.

RESULTS & FEEDBACK

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

The main indicator of our engagement's success is the expansion of our team. We've discovered several methods to expand. The most significant statistic I can provide is that, as a result of this collaboration, we are currently saving $3 million annually. It would be significantly more costly every year if we were hiring the team ourselves.

The most significant factor is the yearly savings, which we continue to expand to other areas of the company. Their assistance has allowed us to maintain excellent control over their focus and execution while removing the burden of administrative tasks. The secret to our success was this.

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

They provide excellent outsourcing services and truly care for people. That and being a good partner were very important to him. In his opinion, the relationship is truly a partnership. Our account manager is also always available and very attentive. When we need things to be slightly different from their typical clientele, he speaks up for us internally.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

They are the most sincere business associate I have encountered. I've worked with several different customer support tools and BPOs. To make the most of the engagement, we have had to establish a rapport with them. The most sincere people are those at Top Customer Service. They want to act morally and have concern for others.

Are there any areas for improvement or something Top Customer Service could have done differently?

The time to hire would be the one area of opportunity, if I had to choose.

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Central Willamette Credit Union

Describe what your company does in a single sentence.

We specialize on financial services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• Offer assistance through a variety of methods. Improve customer service procedures Cut back on operating expenses

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from Top Customer Service were assigned to this project?

2-5 Employees

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

By offering our users technical support and multilingual chat, phone, and email support, Simply Contact helped us increase customer satisfaction. They also handled back-office duties and deployed an AI-powered chatbot for prompt responses. 

RESULTS & FEEDBACK

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

We saw an increase in CSAT and quicker resolution times.

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

Because their staff was always accessible and the project manager made sure everything proceeded according to plan, the project went smoothly. They addressed any issues we had during the project and made changes as needed.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

How rapidly their representatives received training and were prepared to manage our unique procedures and requirements. They can provide excellent service in a short amount of time.

Are there any areas for improvement or something Top Customer Service could have done differently?

I haven't observed any during the project.

BACKGROUND

Please describe your company and position.

I am the Co-Founder & CEO of Vetster

Describe what your company does in a single sentence.

Vetster is an award-winning veterinary telehealth platform providing video, chat and voice enabled appointments to pet owners.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?

• The businesses we onboard frequently phone us from various time zones. Even though our website has a chat widget, someone must always talk on the phone or provide clarification.

SOLUTION

How did you find Top Customer Service?

Top Customer Service was recommended to us by someone.

Why did you select Top Customer Service over others?

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

How many teammates from Top Customer Service were assigned to this project?

They serve us the One representative, project manager, trainer, and team leader.

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

Because our clients come from different countries and time zones, and our team hasn't been able to respond to those who are awake when we're sleeping, we've recruited Top Customer Service for round-the-clock help to address their questions.

In our system, Top Customer Service offers ticketing, chat assistance, and phone support. During off-peak hours, the crew also manages email, chat, and phone calls. Due to the volume of calls and requests we receive, the majority of their duties are inbound. When someone reaches out, they are the initial point of contact.

We've explained everything to them, including how to respond and the steps to take. We make calls using PhoneBurner, which is connected to HubSpot. They make and receive calls using it from a distance.

RESULTS & FEEDBACK

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

KPIs like average handling time, initial call resolution, and cost savings are used to monitor our top customer service. They're fulfilling our expectations and performing well with those. Although we don't use them much, we have utilized them once and they are competent. They are always really responsive.

Top Customer Service typically takes care of technological issues on their own. The team contacts us since they are unable to access an account to address other issues. To handle those circumstances for Top Customer Service, we have an internal technological team.

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

Meeting deadlines and staying within budget have been hallmarks of Top Customer Service. We conduct calls once or twice a week and communicate internally using Microsoft Teams.

What was your primary form of communication with Top Customer Service?

• Virtual Meeting
• Email or Messaging App

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

The agents at Top Customer Service are competent. Working with them is simple because they are skilled. There aren't many things we need to tell kids. The staff adheres to the procedures and documents after we provide them. For the past seven months, Top Customer Service has been doing admirably. They're a decent business.

Are there any areas for improvement or something Top Customer Service could have done differently?

They have been performing a fantastic job for us.