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
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 engagement has met the company's needs. The Workforce Pro was able to transition the client's new hire training virtually, reducing the time spent on training each member. Further, they also managed to help in enabling a 7-day week customer support. Overall, they were proficient and attentive.