Focus on growth while we build a scalable CX team
Ty Givens has spent the better part of the last two decades leading Customer Service and improving Customer Experiences for Fortune 500s and some of LA’s fastest-growing startups.
Over the last 10 years, Ty joined a few different companies that had experienced massive success and their processes for supporting Customers were broken and causing them to hemorrhage money.
By the 3rd startup, Ty realized a pattern: startups were throwing people at their Customer Service problems instead of repairing processes and workflows to optimize employee performance and create Customer loyalty. They simply didn’t know where to start or what to do.
It’s much more expensive to repair your Customer Service foundation than it is to build a solid launchpad at the start. Ty knew this and decided she wanted to get in with the startups as early as possible to either provide guidance or with the help of her world-class team, create and execute the plans necessary to set up a scalable Customer Service department.
To deliver against this goal, she developed The Workforce Pro (TWP). TWP was the answer to her needs when she was repairing Customer Service for companies that were growing over 100% month over month. When you’re experiencing monumental growth, there’s no time to teach along the way. You need to execute. Quickly.
The Workforce Pro was created to help startups and fast-growing businesses scale Customer Support, fast. We establish systems, processes, workflows, and tools that will scale with your business. With us as your CX Business Partner, you can reduce your headcount and service more customers.
Focus
Portfolio
Thrive Causemetics, Sendoso, Groupize, Customer Care Advisory, Crowdfund Better, Freedom Mortgage Solutions, Healthy Living Medical, MelangeFit, Journey2Success, Navedas, Edify
Reviews
the project
Zendesk Implementation for Men's Apparel Company
"They were always available and the project management software was very helpful."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We are a menswear brand based out of Los Angeles, California. The brand is CADOGAN / cadoganworld.com. We specialize in leather jackets and a portfolio of other men's products. I am the Founder of the brand.
For what projects/services did your company hire The Workforce Pro, and what were your goals?
We hired The Workforce Pro to assist us with the implementation and customization of Zendesk to suit our business needs. Our goals were to ensure that all tickets are accounted for, a premium customer service is delivered, and that our brand voice resonates throughout the technology stack automation.
How did you select The Workforce Pro and what were the deciding factors?
We hired The WorkForce Pro after several interviews. The deciding factors were their in-depth knowledge of Zendesk and their familiarity with e-commerce.
Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.
The project was first an outline of our current workflow and then translating how that workflow would be adopted in a Zendesk Environment. Furthermore, aligning the staff roles and views in accordance with their security levels. Over the course of six weeks Ty and her team meticulously developed and deployed our desires and requirements within the Zendesk ecosystem.
How many people from the vendor's team worked with you, and what were their positions?
Ty Givens was the project manager and primary point of contact. She was supported by her colleague Dana that assisted with setting up macros, articles and other communication/ automation required.
Can you share any measurable outcomes of the project or general feedback about the deliverables?
At the moment, our tickets have been reduced by 30% due to the new help center and our team is responding to all tickets in less than 2 hours with assistance from the clarity of their responsibilities and effective automation that has been set-up.
Describe their project management style, including communication tools and timelines.
We used Wrike to manage this project and it was very intuitive and helpful for communication across both teams. Furthermore, there were weekly meetings and email exchanges.
What did you find most impressive or unique about this company?
Their understanding of e-commerce and timeliness of their responses made for a well organized and highly viable Zendesk implementation.
Are there any areas for improvement or something they could have done differently?
We had a wonderful experience!
the project
Business Consulting for Religious Organization
"She has delighted us with her ongoing support."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We are a nonprofit organization supporting a world wide religious origination. We would like to keep our names confidential and not for publications I am a Project Manager for the the non profit organization
For what projects/services did your company hire The Workforce Pro, and what were your goals?
We are a an expanding worldwide religious organization and we wanted to improve our membership help desk operation to cover our growing membership and covering more languages.
We wanted to develop a world class help desk operation, and we needed an expert and experienced consultant to help us achieve this goal
How did you select The Workforce Pro and what were the deciding factors?
We want an expert and a very experienced help desk consultant and one who had the extensive help desk process and tech knowledge.
We also needed one with good people skills. After our research and interview, we selected Ty Givens of Workforce Pro, Ty had all of these.
Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.
Ty did a thorough technology assessment and workflow analysis of our operation and at the end of October she published an excellence report with a roadmap to how to get to our goal.
The report includes structure departments, 4 ticketing levels, and recommendations of migrating to one platform. Ty also gave us a process to help us achieving a world class help desk with a 3 phase process utilizing eLearning and the process steps are:
- Phase 1: Discovery (Engagement Level: Partnership)
- Phase 2: Planning and Preparation (Engagement Level: TBD)
- Phase 3: Transition (Engagement Level: Execution).
With management’s approval, we are planning to start this process with Ty in February 2021.
How many people from the vendor's team worked with you, and what were their positions?
We worked with Ty Givens, the owner and Dana Thomson her assistant, but mainly directly with Ty.
Can you share any measurable outcomes of the project or general feedback about the deliverables?
Again, Ty did a thorough technology assessment and workflow analysis of our operation and at the end of October she published an excellence report with a roadmap to how to get to our goal
She has delighted us with her ongoing support. Ty achieve all our help desk workflow optimization goals on time and at the agreed upon contract cost.
She was always wiling to take the extra step to help us In conclusion, we highly recommend that you list Ty Givens and Workforce Pro in your top firms.
Describe their project management style, including communication tools and timelines.
Yes, Ty gave us a good roadmap with the key steps, their timing and responsibilities. She is very professional Yes, help desk processes are all about communications with our members and Ty did that
What did you find most impressive or unique about this company?
Ty's very broad help desk knowledge, her great people and commination skills. The extra steps Ty took to help us and she still is.
Are there any areas for improvement or something they could have done differently?
None that i can think of.
the project
Business Training for Beauty Products Store
"They develop a plan of action for us, implements it, and provides training, so we can move with confidence."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am the owner of an ecommerce store selling beauty products.
For what projects/services did your company hire The Workforce Pro?
Transitioning to a new customer service platform was confusing and time consuming. We needed direction, guidance and best practices, and The Workforce Pro provided us with set up and training.
What were your goals for this project?
Our goals were implementation, training and overall best practices for our industry so that we could serve our customers as efficiently as possible.
How did you select The Workforce Pro?
I was referred to The Workforce Pro by another company. The company that I originally contacted (I cannot remember the name) worked with larger scale companies and recommended I reach out to The Workforce Pro because they would be able to accommodate our needs on a smaller scale with more customization and personalization.
Describe the project in detail.
Our main goal was to transition from one service platform to another. We wanted to import our history in to the new platform and offer our customers a seamless transition and a better customer experience through chat, email and phone communications.
What was the team composition?
We began with 9 service representatives and ended our project with 12 due to growth. We worked with 1-2 people from The Workforce Pro throughout our contract.
Can you share any outcomes from the project that demonstrate progress or success?
We have continued to experience growth throughout this journey. I feel the training and best practices provided to us through The Workforce Pro contributed to our growth and ability to manage more volume in less time.
How effective was the workflow between your team and theirs?
Communication wasn't "in real time" in some cases, but any issues were resolved fairly quickly, and the communication overall was excellent.
What did you find most impressive about this company?
Aside from awesome personalities, the ladies we worked with were knowledgeable, informative and provided resources / referrals for other areas that we were experiencing growth in that were not related to their specialties.
Are there any areas for improvement?
We can always find some way to improve as technology advances, but I would give Ty and her team 5 of 5 stars.
They develop a plan of action for us, implements it, and provides training, so we can move with confidence. Invoicing and direction was streamlined, which reflected the process that we want to provide for our customers. Interactions were always friendly and fun.
the project
Online Training Tool & Automation Solutions for Health Firm
"I wished we could have kept The Workforce Pro team longer."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We're a DTC start-up company focusing on improving people's health with our superfood and plant protein mixes. I'm a Sr CX Manager at a health company.
For what projects/services did your company hire The Workforce Pro?
We are a fast-paced start-up committed to providing a "WOW" customer experience and we did not have the expertise to do it without external help.
We hired the WFP to help us to create an online training tool for our team, automate our ticket workflow, fine-tune all CX processes and help with the staffing needs to scale up the team efficiently to get ready to support the company growth.
What were your goals for this project?
We brought in the WorkForce Pro to help us build a foundation for our growing CX team including a training development, effective scheduling, headcount forecasting.
We leveraged the WFP expertise to advise us on how to automate our processes, including the return process, and help us to become PCI complaint.
How did you select The Workforce Pro?
I was not involved in the selection, so cannot speak to this process.
Describe the project in detail.
My role in the project was to take over the CX team after the WFP finalized the projects they worked on. I was hired and transitioned to the role by the WorkForce Pro CEO who guided and coached me to be successful in my role.
What was the team composition?
Initially, two (2) people were involved and two (2) additional were brought it to finalize some projects (social listening tool or a call recording software). Overall, four (4) people from the WFP were involved in working with us.
Can you share any outcomes from the project that demonstrate progress or success?
Our new hire training became completely virtual and saved us 12 hours of training with another team member. We moved to a 7 days a week customer support and introduced an internal online library listing all our processes to give our remote team a go-to document for any questions. Working from home has never been easier!
How effective was the workflow between your team and theirs?
Great, effective communication once a week to see a high-level overview of all projects and the status updates. We used the Wrike project management tool to have visibility into all steps the WFP was taking to complete the projects assigned.
What did you find most impressive about this company?
The effective communication, attention to detail, the expertise in the CX field, and the kind, the human approach made it all an amazing experience.
Are there any areas for improvement?
I wished we could have kept The Workforce Pro team longer.
the project
Growth Consulting for B2C E-Commerce Cosmetics Company
“They set us up for future success, and they’re worth every penny.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I work for a B2C e-commerce makeup company as our senior customer experience manager. We’re a small company, but we operate in a lean, efficient manner.
What challenge were you trying to address with The Workforce Pro?
I joined the company after the relationship was in place. We relocated and grew rapidly, with a few remote and temporary workers. We needed to align processes and create flows and training materials that made sense for the company.
What was the scope of their involvement?
When I started, we were backlogged by two weeks. They provided staffing to resolve that backup and helped us formulate training that eventually eliminated the need for staff augmentation. They clarified our onboarding procedures, and we built a training resource with over 500 articles. It helps keep work consistent across the board, and it allows us to scale quickly.
We’ve built upon everything they did, and most of our onboarding is through e-learning. Now, we can onboard individuals within about a week. They built a thoughtful, scalable foundation that helps us continue to grow. They also helped us find a third-party QA firm that checks the quality of our calls. All the systems they helped us launch have a mind toward the future.
What is the team composition?
We worked with their founder and CEO. She had at least five other people on staff.
How did you come to work with The Workforce Pro?
Our senior director of operations was trying to manage our customer experience team, and she decided to bring them in. I worked with their CEO at a previous company, so I was happy to get to work with her again for this partnership.
How much have you invested with them?
I think we spent between $10,000–$50,000. Based on the amount of work they did, their prices were very fair.
What is the status of this engagement?
They started working with us in July or August 2018, and the collaboration ended around January or February 2019.
What evidence can you share that demonstrates the impact of the engagement?
They exceeded all the goals we set. Our internal team is much happier, and our attrition rate is much lower than industry standards. Before they started working with us, we had no room for any KPIs. We were overwhelmed and at capacity, but the difference they made is huge.
They helped us meet our response goals, including emailing customers back within 24 hours and less than 5% missed calls. That’s an immense improvement over where we were, and we’re meeting all our SLAs. We’re also responding to social media comments and inquiries within about two days.
How did The Workforce Pro perform from a project management standpoint?
They supported us as we made decisions, and helped us as we established a remote team in Florida for operational support. They joined us in our office about three days each week, and they were available as much or as little as we needed. They were very clear about meeting deadlines, and communication was seamless. If we set goals, they would communicate those goals to the entire team, and our leadership received weekly updates.
What did you find most impressive about them?
Ultimately, they cared about the work and the business. They worked with our leaders to make sure we had the skills we needed to be successful without them. I can’t imagine any other provider caring as much as The Workforce Pro cared about us. They made sure we were supported in all areas, and they set us up for success. They were focused on the people, the quality, and the system we established.
Are there any areas they could improve?
There’s nothing they should improve. They were very open to feedback, and they poured themselves into the work. If we ever faced a challenge, they would fix it immediately.
Do you have any advice for potential customers?
Work with them, and set aside time for your leaders to meet with them. They set us up for future success, and they’re worth every penny.
the project
Customer Service Center for Retail Company
"The workflow was very effective—I wish every partnership was this good."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
MelangeFit is a boutique fashion online retailer. My position there was co-founder and head of experience.
For what projects/services did your company hire The Workforce Pro?
We needed someone to help us take care of our customers after they made a purchase, solicit their feedback, and help us drive organic growth through positive word of mouth. The Workforce Pro was chosen to be our Customer Service Center, customer survey administration and analytics.
What were your goals for this project?
Respond to customers within a specified time frame and resolve their issues every time.
How did you select this vendor?
Ty Givens, the founder, is a Customer Service and Customer Experience expert, and I have known her, and worked with her, for almost thirteen years. Ty is a person of outstanding character with a strong moral compass and integrity. Ty was the first person I thought of.
Describe the project in detail.
The project started with an assessment of what our needs are. Ty met with my co-founders and solicited their input. Workforce Pro then produced a proposal, which we accepted with minor changes. Workforce Pro then helped us integrate Customer Service to our website, built out our knowledge base so we have a Q&A on our website, and became our Customer Service department.
What was the team composition?
I believe it was two, not full time dedicated to our company.
Can you share any outcomes from the project that demonstrate progress or success?
We never had one customer complaint that their issue was not resolved timely. The Workforce Pro met our SLA and exceeded our expectations. Ty and her team did a great job training us and working with us when our business needs changed.
How effective was the workflow between your team and theirs?
The workflow was very effective—I wish every partnership was this good.
What did you find most impressive about this company?
Customer Service expertise and their collaboration to work and grow with us.
Are there any areas for improvement?
None that I can think of at this time. Ty and The Workforce Pro are truly superb and a delight to work with.
the project
UI/UX & Web Design for Natural Beauty Retailer
"The Workforce Pro was very professional and knowledgeable."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We're a clean beauty omnichannel retailer. I'm the CMO.
For what projects/services did your company hire The Workforce Pro?
Help with CX optimization, including Zendesk.
What were your goals for this project?
Fix bugs and optimize our CX flows.
How did you select The Workforce Pro?
TWP came recommended through internal channels and had experience with our vertical.
Describe the project in detail.
We needed TWP to optimize our CX flows via Zendesk to make it possible for the small CX team to handle an ever-increasing volume of tickets. This included designing a new customer-facing FAQ portal and an optimization of Zendesk's internal setup. TWP also provided training and ongoing support to the team.
What was the team composition?
We had one senior point person working on this from TWP.
Can you share any outcomes from the project that demonstrate progress or success?
We are able to handle a 50% increase in ticket volume without expanding the CX team.
How effective was the workflow between your team and theirs?
Quite effective.
What did you find most impressive about this company?
The Workforce Pro was very professional and knowledgeable.
the project
Medical Call Center Services for Medical Practice Firm
"They were extremely professional."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We're a hybrid medical practice in Pasadena, CA. We offer Cardiology, Internal Medicine and Concierge services.
For what projects/services did your company hire The Workforce Pro?
We needed professional support for our patient service management. We wanted to provide the best service for our patients when they contacted our office and had general questions, concerns and scheduling needs. We wanted to make sure we were not missing out on opportunities for providing great care to our patients.
What were your goals for this project?
We wanted to make sure our patients were able to speak with a live person to handle their needs during our business hours. We also wanted to make sure our website had the information needed to provide support for general questions and answers.
How did you select The Workforce Pro?
We selected The Workforce Pro based on the extensive experience and knowledge of the management in the workforce field.
Describe the project in detail.
5 days a week from 9:00am to 5:00pm
What was the team composition?
We had 2-3 individuals that supported our office team.
Can you share any outcomes from the project that demonstrate progress or success?
We received several reviews from patients stating how wonderful our services were.
How effective was the workflow between your team and theirs?
We spoke weekly on how things were going and discussed if changes need to be implemented
What did you find most impressive about this company?
They were extremely professional.
Are there any areas for improvement?
None that I'm aware of.
the project
Zendesk Automation & More for Strategic Management Platform
"Working with The Workforce Pro was a pleasure!"
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I’m a customer onboarding specialist at Groupize, a strategic management platform for multi-room bookings, meetings, and small groups. Groupize provides travel management companies and corporate travel agencies with the tools to capture new revenue while ensuring visibility, compliance, data, and savings for the corporation.
For what projects/services did your company hire The Workforce Pro?
We hired them to completely redesign our Zendesk instance to improve its efficiency and functionality.
What were your goals for this project?
We were after Zendesk maximization and automation. We also wanted to make the learning center more intuitive and introduce customer satisfaction surveys.
How did you select this vendor?
Our team searched online and considered a few other companies but ended up selecting The Workforce Pro.
Describe the project in detail.
The Workforce Pro made several improvements. They maximized and automated our Zendesk portal and set up a new way to automatically view and send tickets to reduce manual effort. We also have better reporting tools and a messaging feature that allows us to update clients on their ticket’s status and provide recommended articles.
What was the team composition?
A few members of our team worked with their founder on this project.
Can you share any outcomes from the project that demonstrate progress or success?
Tickets are being solved at a higher rate and with less work involved. Also, customers can find information easier that helps them solve their issues themselves.
How effective was the workflow between your team and theirs?
The founder was always available for us and worked late hours to meet deadlines.
What did you find most impressive about this company?
We appreciated The Workforce Pro’s quality of work, response speed, and thoroughness.
Are there any areas for improvement?
Not that I can think of. Working with The Workforce Pro was a pleasure!
The Workforce Pro developed a new help center that reduced the company's tickets by 30%. Automations also lowered their response time by two hours. The partners used Wrike for project management and maintained an intuitive workflow.