Top Customer Service

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.

BACKGROUND

Please describe your company and position.

I am the CEO of Equator Principles

Describe what your company does in a single sentence.

I am the CEO of Equator Principles, Equator Principles is a risk management framework, adopted by members, for determining, assessing and managing E&S risk in projects

OPPORTUNITY / CHALLENGE

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

• Provide round-the-clock multilingual assistance worldwide.
• Reduce the time it takes to respond.
• Reduce the time it takes to respond.Cut down on the response time.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

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

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

22

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

24/7 multilingual assistance for Tractive customers worldwide across all channels (chat and emails).

RESULTS & FEEDBACK

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

Reduced First Reply Time (FRT) 
Reduced First Resolution Time (FResT) 
Higher CSAT Score and Round-the-Clock Assistance

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

For the past four years, we have been using Top Customer Service as our outsourced customer care partner, and we have had nothing but good results from their project management. Excellent customer service constantly delivers things on schedule, proving their dedication to fulfilling deadlines and making sure our business processes function properly. They demonstrated remarkable responsiveness to our demands, modifying their approaches and solutions to meet our changing specifications. 

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 remarkable degree of customisation and versatility in their services is among their most striking and distinctive features. They have proven to have a thorough awareness of our unique requirements and business strategy, enabling them to offer support solutions that are extremely customized. We haven't frequently experienced this degree of customization from other service providers. 

Furthermore, their team's proficiency and commitment to staying ahead of market developments have allowed them to provide creative solutions that have continuously improved our operations. They stand out in the market thanks to their dedication to ongoing development and their exceptional capacity to foresee and adapt to shifts in the customer service landscape.

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

Although we have had a generally good experience with them, the recruiting time for support agents who speak languages other than English is one area that notably jumps out for possible improvement. We would be able to better service our broad customer base and meet their needs more quickly if we accelerated the hiring and training process for these agents.

BACKGROUND

Please describe your company and position.

I am the President & CFO of Operation HOPE

Describe what your company does in a single sentence.

I am the President and Chief Financial Officer of Operation HOPE, Operation HOPE is the leading global provider of financial dignity education and economic empowerment programs for low-income or moderate-income youth, individuals and families in underserved communities. 

OPPORTUNITY / CHALLENGE

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

• We are an Information Technology company which was growing at a high rate and the back office work was also growing at a tremendous rate. We were looking at something that would be efficient and also scalable to drive most of our internal functions but also give our in-house team ability to work on really core technical activities.

SOLUTION

How did you find Top Customer Service?

We found out Top Customer Service in an internet search.

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?

On our account, the amount of people working there was 12 team members.

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

Top Customer Service had adopted blended team structure in its work, which mixes front-line communication with back office administration:

7 front-line agents were handling communication through phone, email and chat channels with a quick response time among different time zones.

There were 4 administrative employees who managed important tasks, which include processing contracts, onboarding clients, invoices, and data.

The pricing mechanism was low and clear: the price of one seat was a fixed amount of money per hour including ultra-low taxes and no hidden fees. They took only 9 days to come on board and they adjusted well into our systems, tools, and internal processes.

The primary person to whom we had to speak was Nadia, who was assigned as team lead. She was very professional and responsive so it was very easy and fast to coordinate with her since the first.

RESULTS & FEEDBACK

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

We saved the cost of payroll by 55 percent of what it would have required in terms of staffing in-house staff, We improved on time response to clients to 6 minutes and 50 seconds on average, Response to accompanying receipts became much faster reducing to less than an hour, In the first month of working with them a backlog of administrative backlog was eradicated, Within 3 days and without affecting performance, we could change two personnel.

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

Their organization was well structured, versatile, and extremely receptive as far as project management is concerned. The process went smoothly since it was effective even in recruitment and onboarding to the everyday routines, and the quality of services continued to occur at the same level.

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?

Their professionalism, quickness, and the smooth process of their incorporation into our internal staff impressed us. The agents have coupled flexible ways of working with us, and they also fit in our culture and customer-first attitude. They are ready communicators who felt they were part and parcel of our company.

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

Jokingly, any marginal better thing would be that they had done more real time feedback and update especially during urgent or priority times but as far as their work is concerned, they have been doing very well

BACKGROUND

Please describe your company and position.

I am the President of VSEEN

Describe what your company does in a single sentence.

We specialize on consistently provided clients with the quality and commitment they need to always be presented at their very best

OPPORTUNITY / CHALLENGE

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

• We needed a reliable organization to assist us in developing and maintaining our chatbot.

SOLUTION

How did you find Top Customer Service?

Online Market

Why did you select Top Customer Service over others?

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

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

7

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

As internal customer service help, Top Customer Service saved the day. Our chatbot platform is currently managed by a virtual third-party that also answers incoming calls and emails when our in-house staff is unable to assist. They serve as a non-technical bread and butter team that collects relevant documentation, arranges follow-ups, and forwards technical requests to our developers. We introduced them to our internal procedures, technological advancements, and communication guidelines.

RESULTS & FEEDBACK

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

Their team has continuously met our expectations, remained active in our customer communication channels, and professionally represented our brand, making the partnership seamless and fruitful.

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

Although we manage the project from our end, their team lead is highly approachable and quick to respond. He gives a detailed summary on the activities and measures at our monthly meetings. Slack is a daily communication tool that facilitates effective organization.

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?

Their want to learn was what shocked me the most. Our staff can easily answer basic inquiries and help users because they are accustomed to our industry-specific terminology and technologies. In the IT business, this kind of flexibility is extremely valuable yet difficult to find.

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

We haven't discovered any issues that might require improvement as of yet.

BACKGROUND

Please describe your company and position.

I am the Founder of Moodus

Describe what your company does in a single sentence.

I am the CEO of Moodus, we specialize on receiving contactless donations directly into your bank account with our digital donation kiosk.

OPPORTUNITY / CHALLENGE

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

• We required an outsourcing partner to help in capturing this expanding customer support requirement which was dependable and cost effective.

SOLUTION

How did you find Top Customer Service?

We have found Top Customer Service in an online search.

Why did you select Top Customer Service over others?

• Pricing fit our budget
• Company values aligned
• We met them little number of times

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

Represented here by one employee who is working already with our inner team of three.

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

Top Customer Service was engaged to handle all the incoming contact with our customers either by phone, email or chat. At first, we ensured that we began with a trial period, and their team was trained to serve us within two weeks in the learning process to understand our processes, products, and services approach.

Although our workflows were complicated, they gave themselves to them easily, especially due to them having seen the same client in a similar business previously. They utilize services such as RingCentral to call and they have also installed and maintained live chat support via Tawk.to that has made our interaction levels improve tremendously.

RESULTS & FEEDBACK

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

Since it has been working with Top Customer Service, we have experienced a significant growth of customer satisfaction. They have always continued to live up to our expectations in terms of quality of the support. We have realized a cost efficient saving of more than 50 percent against running my own in-house team and are eliminating office turnover and re-education.

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

Our specialized project manager has been communicative, professional, and pleasant to deal with. We are compliant with monday.com on task tracking and RingCentral on communication, and those are well integrated with their workflow.

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 quality of their customer service delivery is beyond superb, they really mean what their name implies. Their team has been productive in the aspect of live chats and inbound calls management and the adoption of Tawk.to has resulted in an observably increased conversion rates.

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

We know, being a smaller company, we have at times been deprived of the physical connection with staff.

BACKGROUND

Please describe your company and position.

I am the CEO of Tech Serve Pro

Describe what your company does in a single sentence.

Tech Serve Pro offers managed IT and network support to SMB clients.

OPPORTUNITY / CHALLENGE

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

• We needed a dedicated team to manage help desk overflow and after-hours support to improve SLAs

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
• 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 provided email and live chat support, ticketing system management, escalation handling, and daily reporting.

RESULTS & FEEDBACK

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

Our SLA compliance improved from 75% to 95%, and client ticket resolution satisfaction increased by 20%.

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

They followed our ticketing priorities strictly, provided regular status calls, and delivered improvements on time.

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?

Their technical understanding of IT workflows and accurate troubleshooting capability was valuable.

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

An onboarding webinar for clients to introduce the support escalation process would be helpful.

BACKGROUND

Please describe your company and position.

I am the CEO of Software Co

Describe what your company does in a single sentence.

I am the CEO of a software company, The company guides clients through fast and exciting shopping experiences by implementing efficient and well-designed online stores.

OPPORTUNITY / CHALLENGE

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

• Being a software company, it was among our objectives that the user experience is easy, and communication with the support team is professional in any of the support channels.

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.

Top Customer Service became a welcome extension of our internal activity. They assumed control of every day management of our chatbot frame, the reception of client emails and calls at off hours or when our in house team was not available. They shall collect and organize any support related documentation, set up follow ups with clients, forward any technical issues within our team to the proper developers.

We took them through our in-house tools and processes and taught them our communication rules and procedure so that they aligned themselves with our brand tone and process.

RESULTS & FEEDBACK

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

The teamwork has been very efficient. Top Customer Service has always delivered what we expect of it, has always had a great professional and friendly presence on all the avenues and has made a positive impact in representing a brand to its user base.

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

Although we are on our end of the deal in terms of the project, their team lead has been very receptive. Every month, they report to us on the performance on a detailed report, we are able to communicate on a daily basis through Slack, which has eased coordination on their part

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?

Their interest in learning and getting accustomed to our technology set and industry terms was notable indeed. One cannot easily find an outsourced workforce that grasps technical lingo and blends into an IT framework as easily as that. Their ability to be flexible and attentive to detail is their great asset.

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

We have not met any problems so far that would need to be changed. It has been positive all round.

BACKGROUND

Please describe your company and position.

I am the CEO of Ecom Boost

Describe what your company does in a single sentence.

EcomBoost is a fast-growing e-commerce brand offering eco-friendly home and lifestyle products across the U.S.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Top Customer Service to accomplish?
We needed a reliable customer service partner to handle order inquiries, live chat, returns processing, and post-purchase support to improve our customer satisfaction and retention.

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
• 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.

Top Customer Service provided a full customer care team that handled all inbound communication channels (email, phone, chat), tracked customer complaints, processed returns and refunds, and provided us with weekly performance metrics. They also integrated with our help desk platform and Shopify backend.

RESULTS & FEEDBACK

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

Within 60 days, we saw a 40% decrease in response times, a 22% improvement in CSAT (customer satisfaction score), and our return-to-purchase ratio went up by 15% due to faster resolutions.

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

Project management was very organized. They onboarded within five days, delivered weekly reports without fail, and responded quickly to any operational changes we requested.

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?

Their ability to blend seamlessly into our brand voice and operate like an extension of our internal team was remarkable.

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

Initially, their first-week scripts felt too generic, but they quickly improved once we shared more customer scenarios and FAQs.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of an SEO company. We provide SEO services for restaurants and fitness companies, especially on the eastern coast of the US. We’re well-known in the hospitality industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Top Customer Service?

We’re a small company with five full-time employees. We were having problems answering calls and responding to customers, especially from the marketing side. We didn’t expect that restaurants would need SEO and other marketing services. Initially, my colleague and I tried to answer those calls, but they were too much for us, so we decided to hire Top Customer Service.

SOLUTION

What was the scope of their involvement?

Top Customer Service answers calls for us. We receive a lot of calls from our ads, so they answer those calls 24/7. The team also answers chats and emails. They deal with customers on both sides of the business.

We've given them scripts to follow for answering and responding. We have three SEO packages on the website, and they’re supposed to give the pricing and explain how the process works. Sometimes, companies need a listing on Yelp and other platforms, so they inquire about those things. We gave Top Customer Service complete information on what to say to each customer.

We've provided the phone system, called RingCentral, and they use it to manage the details. They work remotely.

What is the team composition?

Initially, we started with one agent to answer calls after office hours. We trained that person, and then we were given a project manager who trained them on our system. After three months, we gave them the 24/7 spot, and now there are four people working on our project.

Two people are working during office hours, one person is working in the evening from Monday–Friday, and another one works for a few hours on the weekend. We have one main point of contact who manages the team.

How did you come to work with Top Customer Service?

We hired them through IBEX Global. They were working with them previously.

How much have you invested with them?

We’ve spent around $88,000. They've given us a fixed price and charge $1,200 per agent. 

What is the status of this engagement?

We started working together in February 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Cost has been a major factor for us, and Top Customer Service has represented a lot of cost savings for our company. We hired a remote team because they've been a part of a larger company, so we knew they were professional, and the cost was good. They charge around 40%–60% less than an in-house team would cost. 

Additionally, we're getting almost 24/7 support, which would not be possible with an in-house team. Therefore, we've gotten a good ROI.

How did Top Customer Service perform from a project management standpoint?

They gave us a fixed price, and we pay all four agents at the beginning of the month. They always stay within that price.

We manage everything on Google Sheets, and they send us the reporting at the end of the day. We also see that on monday.com. We have WhatsApp groups with all the teams, and we communicate over WhatsApp.

What did you find most impressive about them?

They’ve been a good support for us. They’re well-trained, and we’ve found a lot of new ideas about managing customers and improving businesses in our weekly meetings. They’ve designed our whole customer service process. Previously, we had no process, and anybody from the team could receive a call. After they came in, we got monday.com and the sheets where we can track the progress. They’ve developed the customer side for us. 

Moreover, they’ve definitely improved the customer response time. We count this in seconds now. They just respond and answer the call if they miss it; they call back right away.

Do you have any advice for potential customers?

They’re a professional team. They’ve been employed with some big brands. We have two agents working on our project, and they were previously working with a famous language-learning app and another app. Thus, they're the best company to work with.

BACKGROUND

Please describe your company and position.

I am the Owner of Certi Pro Academy

Describe what your company does in a single sentence.

We’re an e-learning startup providing certification courses to professionals.

OPPORTUNITY / CHALLENGE

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

• We wanted to introduce AI-powered ticket tagging and 24/7 live chat support.

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
• 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 integrated a chatbot with auto-tagging, set up escalation rules, delivered agent training, and provided weekly analytics reports.

RESULTS & FEEDBACK

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

Chatbot handled 40% of queries autonomously
Reduced human intervention to 60% of tickets
Decreased first-response time from 3 hours to 45 minutes

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

They followed agile methodology, delivered chatbot integration on time, and met each sprint goal.

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?

I was impressed by their data-driven optimization approach: reviewing transcripts and refining response flows weekly.

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

Voice support took longer to launch than we expected due to integration delays; communication around this could have been more transparent.