Top Customer Service

BACKGROUND

Please describe your company and position.

I am the CEO of Globa Soft CRM

Describe what your company does in a single sentence.

GlobaSoft CRM is a SaaS company that provides customizable customer relationship management software to small and mid-sized businesses globally

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to handle Tier 1 and Tier 2 technical support for our clients, with the aim of reducing our internal support burden and ensuring prompt, knowledgeable assistance 24/7.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

High ratings

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 trained technical support agents who managed incoming support tickets, live chat, and phone inquiries related to user login issues, basic feature walkthroughs, bug reporting, and system performance. 

RESULTS & FEEDBACK

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

We saw a 50% drop in response time, a 40% increase in first-contact resolution, and our customer satisfaction score jumped from 3.9 to 4.6. Most importantly, our internal development team could refocus on product improvement rather than fielding basic technical queries.

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

Yes, their onboarding was swift, and they stuck to our SLAs without fail. The project manager assigned to us was highly professional, provided regular updates, and managed performance consistently.

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 agents demonstrated real technical understanding of our platform, not just scripted answers. Their ability to grasp new features and handle user concerns independently was a huge value-add

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

If they offered a bit more proactive feature usage training for new users, that would enhance the onboarding experience. But overall, their technical support exceeded expectations.

BACKGROUND

Please describe your company and position.

I am the Owner of Trendora Clothing

Describe what your company does in a single sentence.

Trendora Clothing is a fast-growing online fashion retailer offering affordable, trend-driven clothing and accessories to global customers.

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to manage our customer care operations with the goal of improving response time, increasing customer satisfaction, and handling inquiries across channels more efficiently

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 a team of trained customer support agents to handle all email and chat-based queries, including order tracking, returns, refund requests, and product-related questions. The scope also included SLA-based ticket management, multilingual support, and daily reporting on customer interactions

RESULTS & FEEDBACK

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

With their support, our average response time dropped from 18 hours to under 3 hours, customer satisfaction scores improved by 35%, and we saw a 25% reduction in refund-related complaints. Additionally, positive customer feedback on our support increased significantly.

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

Project management was smooth and professional. Their team delivered every aspect on time—from onboarding agents to setting up scripts and escalation workflows. Weekly sync calls kept us aligned, and they were always quick to address concerns

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 maintain a consistent, empathetic tone across hundreds of customer interactions daily was outstanding. They truly felt like an extension of our internal team, not just an outsourced vendor.

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

We would’ve appreciated a more robust knowledge base at the beginning of the partnership, but once they learned our product catalog, their performance was excellent.

BACKGROUND

Please describe your company and position.

 I am the CEO of an air duct and chimney cleaning company.

Describe what your company does in a single sentence.

We are an air duct and chimney cleaning company working in Maryland, Chicago and Austin 

OPPORTUNITY / CHALLENGE

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

• Call answering service
• Job dispatching for the techs
• Estimate follow ups

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

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.

We hired them for managing all opertaions of our air duct and chimney cleaning service comapny. they are handling all incomming and outgoing calls and dispatching tech to the jobs and closing follow ups on the jobs

RESULTS & FEEDBACK

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

Our techs are very happy with them because they keep the customer updated about techs and confirm them for jobs a day ahead which helped us gain more jobs and they also good with closing estimates 

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

Yes they are always on time

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

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

They understand the value of time and help our techs all the time

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

No 

BACKGROUND

Please describe your company and position.

I am the Sales Manager of RISE Real Estate Consultants

Describe what your company does in a single sentence.

We Are a Real Estate Company

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to enhance our customer support experience, streamline issue resolution processes, and improve overall customer satisfaction through prompt and efficient service.

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

• High ratings
• 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 will manage inbound and outbound customer inquiries, resolve issues efficiently, and maintain a knowledge base. They will also provide feedback analysis and performance reports to ensure consistent quality and customer satisfaction.

RESULTS & FEEDBACK

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

The measurable outcomes include a significant reduction in response time, an increase in customer satisfaction scores, and a noticeable improvement in issue resolution time. Additionally, customer retention rates improved due to enhanced support efficiency.

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

Their project management was highly organized, with clear timelines and consistent updates. They delivered all key items on time and were very responsive to our needs, adjusting their approach based on feedback and any changing requirements.

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?

What stood out most was their proactive approach to customer issues, always anticipating needs before they arose. Their seamless communication and ability to adapt quickly to our feedback make them stand out as a truly customer-focused company.

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

One area for improvement could be in offering more personalized follow-up after issue resolution to ensure complete customer satisfaction.

BACKGROUND

Please describe your company and position.

I am the CEO of Bright Cart Supplies

Describe what your company does in a single sentence.

Bright Cart Supplies is an online B2B store that sells office and industrial supplies to small businesses and corporate buyers

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to manage our back-office operations, specifically to help with data entry, order processing, and inventory updates, so our internal team could focus on sales and fulfillment

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.

The scope included daily order entry into our ERP system, updating inventory levels, managing returns and refunds, and ensuring accurate customer records in our CRM.

Key deliverables were daily batch processing, error-free data updates, and weekly reporting on tasks completed.

RESULTS & FEEDBACK

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

Top Customer Service helped us reduce manual errors by 80%, cut processing time by nearly half, and improved data accuracy across our backend systems. We also freed up internal resources, allowing our sales team to increase client outreach by 20%.

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

They handled project management efficiently with clear timelines, daily status updates, and fast issue resolution. All deliverables were completed on time and often ahead of schedule.

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?

What stood out was their attention to detail and consistency. We didn’t have to double-check their work — we trusted them completely, which saved us a lot of time and stress

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

It would be great to eventually integrate their reporting with our own dashboards, but overall, their service exceeded expectations

BACKGROUND

Please describe your company and position.

I am the Owner of Nova Tech Electronics

Describe what your company does in a single sentence.

My company is an online electronics retailer that provides consumer gadgets through a direct-to-customer e-commerce platform.

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to manage our inbound call operations, aiming to provide faster customer response times, reduce missed inquiries, and improve the overall customer experience

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 dedicated agents to handle all our inbound customer calls. This included order inquiries, product availability questions, delivery status updates, and basic return requests. Key deliverables were 24/7 inbound call coverage, daily call volume reports, customer satisfaction tracking, and escalation handling protocols.

RESULTS & FEEDBACK

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

After partnering with them, we reduced our average call wait time from 3 minutes to under 45 seconds. Customer satisfaction scores for phone support rose by 28%, and our call abandonment rate dropped by more than 40% within the first two months

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

Project management was seamless. Their team followed the implementation schedule closely and delivered everything on time—from onboarding agents to setting up reporting tools and escalation workflows.

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?

What impressed us most was the professionalism and friendliness of their call agents. They sounded like part of our internal team, handled each call with patience, and consistently followed our brand guidelines

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

It would be helpful to have access to live call dashboards so we could monitor agent performance in real time. Otherwise, their service was excellent

BACKGROUND

Please describe your company and position.

I am the Owner of DMT

Describe what your company does in a single sentence.

Its an institute

OPPORTUNITY / CHALLENGE

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

• We brought on Top Customer Service to increase our simply generating of the best qualified leads, sales with the best conversion rates, and overall customer engagement through outbound outreach.

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

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 offered assigned sales reps, did the prospecting, managed follow-ups and scheduling for meetings, and reported on performance week-to-week.

RESULTS & FEEDBACK

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

We saw improved sales engagement, more meaningful client interactions, improved lead quality, and increased sales pipeline efficiencies and appointment setting.

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

They were quick to complete tasks, communicate clearly and were flexible to meet our changing sales needs.

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 can-do attitude, expert sales team, and ability to instantly grasp our business needs stand out as truly remarkable and impactful.

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

They might create a better reporting dashboard so they can display their data effectively and offer deeper training to new sales agents when they come in.

BACKGROUND

Please describe your company and position.

I am the CEO of Drucker Wealth Management

Describe what your company does in a single sentence.

We provide client financial planning, investment and advisory services.

OPPORTUNITY / CHALLENGE

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

• We hired Top Customer Service to improve customer engagement, streamline communication, and boost client retention through efficient support

SOLUTION

How did you find Top Customer Service?

Online Search

Why did you select Top Customer Service over others?

High ratings

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 engaged Top Customer Service to help us get maximize the potential, we are delighted as our CRM has become easier Client communication, and over all data flow is better than ever to better customer service.

RESULTS & FEEDBACK

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

The project included CRM system review & selection, workflow automation configuration, data migration, user training, and designing of customer segmentation to improve client engagements & operational efficiency at all departments.

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

Our customer onboarding became quicker, our resolution times were better and our colleague collaboration was stronger. There was also a marked improvement in consumer satisfaction and more efficient system of communication between departments.

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 follow-up, strong CRM skills, and specialization in the financial sector were all important to us.

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

Better onboarding materials and user introduction training in the early days may have helped many of our tech-challenged team members prepare for the transition