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.

 
$1,000+
 
Undisclosed
 
2 - 9
 Founded
2016
Show all +
Los Angeles, CA
headquarters

Portfolio

Key clients: 

Thrive Causemetics, Sendoso, Groupize, Customer Care Advisory, Crowdfund Better, Freedom Mortgage Solutions, Healthy Living Medical, MelangeFit, Journey2Success, Navedas, Edify

Reviews

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Growth Consulting for B2C E-Commerce Cosmetics Company

“They set us up for future success, and they’re worth every penny.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
July 2018 - Jan. 2019
Project summary: 

The Workforce Pro acted as a growth consultant for a cosmetics company. They helped get response times on track, clarified onboarding procedures, and established a scalable foundation to grow upon.

The Reviewer
 
11-50 Employees
 
Los Angeles, California
Senior Customer Experience Manager, Cosmetics Company
 
Verified
The Review
Feedback summary: 

The internal team is much happier, and attrition rates are much lower than other firms in the industry. The Workforce Pro demonstrated their care for the project, and their support was vital as procedures and team composition changed. They exceeded all goals and communicated well.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Customer Service Center for Retail Company

"The workflow was very effective—I wish every partnership was this good."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Nov. 2017 - Apr. 2019
Project summary: 

The Workforce Pro acted as a customer service center. Services included administering surveys, producing a knowledge base, and performing a website integration to allow for a Q&A feature.

The Reviewer
 
1-10 Employees
 
Los Angeles, California
John Wong
Head of Experience & Co-Founder, MelangeFit
 
Verified
The Review
Feedback summary: 

The team always resolved customer issues quickly. They met all service-level agreements and exceeded stakeholder expectations. In particular, they excelled at adapting to shifting requirements. 

The client submitted this review online.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

5.0
Overall Score Love them!
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Easy
  • 5.0 Cost
    Value / within estimates
    Very reasonable
  • 5.0 Quality
    Service & deliverables
    Flawless
  • 5.0 NPS
    Willing to refer
    I highly recommend The Workforce Pro

Zendesk Automation & More for Strategic Management Platform

"Working with The Workforce Pro was a pleasure!"

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
May - June 2019
Project summary: 

The Workforce Pro worked on redesigning and maximizing Zendesk for the company, automating several features for pushing out tickets more efficiently and more.

The Reviewer
 
11-50 Employees
 
Beverly, Massachusetts
Drew Harvey
Customer Onboarding Specialist, Groupize
 
Verified
The Review
Feedback summary: 

Tickets now are being solved much more easily, and there are also tools in place for customers to find answers for themselves, all thanks to The Workforce Pro’s efforts. Their founder’s direct involvement, attention to detail, and overall speed led to top-notch results.

The client submitted this review online.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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!

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer