WOW24-7

BACKGROUND

Please describe your company and position.

I am the Solution Architect of Celoxis

Describe what your company does in a single sentence.

Celoxis is a product-based company that offers enterprise-class project management software.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire WOW24-7 to accomplish?

• Find an Champion who comes from a Project Management domain
• Work in shifts
• 0 or very less training needed from our side. We needed someone who could self train themseleves

SOLUTION

How did you find WOW24-7?

Online Search

Why did you select WOW24-7 over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

What was the size of WOW24-7’s team?

2-5 Employees

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

We needed a Support Champion who would help us with managing our support for Celoxis and 24 X 7. So someone flexible with shifts and could deliver: 

• World Class support to customers across the globe 
• Has PM knowledge or certifications
• Up and delivering with less trainings

RESULTS & FEEDBACK

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

• Being able to handle support independently with very less training from our side
• Support during our night timings
• Increase product knowledge on the job

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

The candidates suiting our needs were delivered on time. They were very receptive to our needs and how we wanted to progress with this arrangement. Our calls were scheduled, so the progress on hiring and shortlisting candidates was done by the team. We were not involved, which saved a lot of our time. After the candidates were shortlisted, the product training was done by them, which again saved a lot of time.

What was your primary form of communication with WOW24-7?

• Virtual Meeting
• Email or Messaging App

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

They're very receptive to our needs and self-sufficient with training. Their communication is always clear and timely. Never had to follow up

Are there any areas for improvement or something WOW24-7 could have done differently?

Nothing for now. We are satisfied and happy

BACKGROUND

Please describe your company and your position there.

I am COO of US based manufacturing and distribution of environmental monitoring devices.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire WOW24-7, and what were your goals??

We provide 24x7 phone and online support to clients globally. We leverage WOW24-7 team for after hours support as well as Technical resources during our business hours.

SOLUTION

How did you select this vendor and what were the deciding factors?

After interviewing several companies in US and outside the United States, we were impressed with their talent, flexibility and prices.

Describe the project in detail and walk through their service package, including any calling tools used.

They primary provide after hour and weekend support to clients, as well as Technical Support during business hours as augmented staff member.

Who did you work with and what was the feedback process like?

They have a great process to train and monitor their team. We receive weekly updates and recording of their interactions. Excellent internal processes are in place.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

It took time, but the team is performing exceptionally well. I used to worry about our after hour support, but no longer. Staff are caring and work hard to learn and contribute.

Describe their project management style, including communication tools and timeliness.

I receive monthly detailed updates, biweekly conference calls and if needed ad-hoc management conference calls.

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

We are impressed by how much their staff cares about making a difference with their work.

Are there any areas for improvement or something they could have done differently?

We should have been more prepared to start the knowledge transfer. It was more on us, not them.

BACKGROUND

Please describe your company and your position there.

I am the support manager at a SaaS company providing best in class ICM solutions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire WOW24-7?

We wanted to implement a 24/7 Support offering but needed a group to provide triage and first responses to support requests outside of office hours.

SOLUTION

How did you select this vendor and what were the deciding factors?

A colleague's contact recommended WOW24-7 based on their own experience. That recommendation and a review of the offering and price made this a suitable fit.

Describe the project in detail and walk through their service package.

We explained the requirement and boundaries, to provide ticket triage and 1st responses only, with current volumes, out of hours and WOW24-7 put together their estimate for 3 agents to cover this based on that detail. We provided training of our support tool (Zendesk) and also provided a full triage flow so that agents were guided in responses. By covering any out of hours time (evenings, weekends, public holidays, off site events) we were able to feel comfortable that first response support would be taken care of when we were not around.

How many resources from the vendor's team worked with you, and what were their positions?

We had a project manager assigned for the implementation and then after go live have someone from QA and Client Success. We also have one of the 3 agents acting as an account manager, knowing the day to day process as well as the business.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our median response times dropped from 40-50 minutes to 3 minutes per ticket. This has meant that customers get a very quick human response and tickets are more quickly ready for the supporting teams to step in. Customers are happy, support is happy. Initially as one might expect there was a learning curve as the 3 agents got up to speed with the tickets, phrasing, scenarios etc and we have seen a steady improvement in quality of triage and SLAs. WOW24-7 are very responsive to feedback and actively work with us to improve.

How effective was the workflow between your team and theirs?

We have established communication points which has meant that we have daily touch points with the team and they are always very timely.

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

Their sheer willingness and enthusiasm to provide excellence have been most impressive. They show a genuine care for what they provide and desire to improve. It really has been a pleasure to work with them.

Are there any areas for improvement or something they could have done differently?

Nothing really comes to mind, the project went smoothly and the on-going operation fairly seamlessly.

BACKGROUND

Please describe your company and your position there.

I'm the head of our Guest Experience Department at a global travel company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire WOW24-7, and what were your goals??

Following the pandemic, we needed a team of agents who could help us handle our inbound volume (via chat, email, and calls.) Our main goals were to provide a great quality of service to our clients coming back to travel post-pandemic and to be able to provide agents for them to speak to over our normal working hours.

SOLUTION

How did you select this vendor and what were the deciding factors?

We chose this company based on their reviews, the affordability of their team, and the onboarding timeframe quoted to us.

Describe the project in detail and walk through their service package, including any calling tools used.

This team provided coverage daily support to our clients via ZenDesk and our own in-house database. They provided extensive coverage for us and transferred onto Salesforce and TalkDesk with us, adjusting to the new platforms quite quickly.

Who did you work with and what was the feedback process like?

We have an account manager who I work with daily to check in on the team's quality. She and an assigned QA manager go through our quality on a monthly basis and check in to make sure that our QA needs haven't changed.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our volume has tripled since the pandemic and our abandonment rate has dropped. We are able to give clients the support they need in an appropriate timeframe rather than having to call them back and it gives me more time to follow up on business needs.

Describe their project management style, including communication tools and timeliness.

We have a bi-weekly meeting scheduled with QA, our project manager and a few others from WOW to check in and see how the team are doing. If we provide any feedback, they are very quick to implement. I meet with our project manager on a weekly basis for updates.

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

They provided such a quick onboarding and I didn't expect the quality to be as good as it is. They provide additional training on phones, emails and responses outside of our training to help support the team during onboarding.

Are there any areas for improvement or something they could have done differently?

To be honest, they've been one of the best outsourcing companies I have worked with so far.

BACKGROUND

Please describe your company and your position there.

I am a Customer Support Manager for eDesk. We provide e-commerce focused customer support ticketing software and repricing software.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire WOW24-7, and what were your goals??

We run a 24/7 customer support service for our Saas business. We are a small to medium company and previously provide all support in-house. This was growing difficult to staff for out of hours.

With less volume and higher costs and difficulty finding and training agents to cover these hours, we decided that we wanted a managed service that was within budget and would handle the hiring and training and be at least cost-neutral.

SOLUTION

How did you select this vendor and what were the deciding factors?

We selected this vendor after receiving quotes and discussing with various support services based around the globe. We selected wow24-7 as they were able to provide us with a shared service that fitted our volume and budget.

Describe the project in detail and walk through their service package, including any calling tools used.

The wow24 team provide rolling 24-7 coverage. The team are are trained on our own eDEsk service along with slack and telecom services.

Who did you work with and what was the feedback process like?

We worked with Maya their CEO, Julia (sales) and Michael (onboarding) during the initial stages. once we signed up we worked with Dima their service delivery manager, Michael To onboard, hire and train agents.

We now have regular contact with Dima, Bohdan (CSM), Yurii (team leade) and Iryna (QA). Feedback was always sought, well received and recommendations implemented rapidly.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our SLA increased to where it is consistently on target. Even during the war, the team kept showing up and doing their jobs. It was amazing.

Describe their project management style, including communication tools and timeliness.

Our CSM, QA, team lead and service delivery are always available and communicate well with us through Gsuite

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

The ramp-up period was quite quick. Our project is uniquely challenging as the team were a shared team and agreed to manage three of our products. They take feedback on board and find solutions. During the past couple of months with the war ongoing in their home country they have succesfully mainatained all agreed KPIs.

Are there any areas for improvement or something they could have done differently?

The initial hiring was quite a revolving door process. It may require better vetting of candidates to ensure there are more long term hires. The team lead is a critical contributor to this.

BACKGROUND

Introduce your business and what you do there?

I’m the head of support for Spryker Systems GmbH. We provide an e-commerce operating system for medium-sized companies. Currently, we have roughly 400 employees and are based in Germany, but we’re also expanding globally.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Wow24-7?

We needed a team to provide support to our customers across different time zones around the clock.

SOLUTION

What was the scope of their involvement?

Wow24-7’s team provides first response support to our customers.

What is the team composition?

In the beginning, we worked with an onboarding manager. The account manager is my main point of contact, and there are currently five support representatives working with us.

How did you come to work with Wow24-7?

Our company screens service providers. Wow24-7 was already working with the company when I joined. I believe they offered the best quality for the price, making them the most economical choice.

How much have you invested with them?

We’ve spent between $10,000–$25,000.

What is the status of this engagement?

We began working together in August 2020, and it’s an ongoing relationship.

RESULTS & FEEDBACK

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

They respond within the guaranteed time we tell our customers and provide 15–20 first responses each day. Wow24-7 is an essential component of our support offering.

How did Wow24-7 perform from a project management standpoint?

The onboarding manager did a good job doing the initial setup for onboarding, including communication. Our products and processes are complicated, so that was an important step. So far, the engagement is smooth. We communicate via email and chat rooms, and they’re available and responsive.

What did you find most impressive about them?

One of the things I like about Wow24-7 is that they appreciate that we’re a fast-paced company. If we approach them with last-minute requests, they prioritize them and go quickly into action. For example, we asked them to add Russian language support, and they immediately began working on it.

Are there any areas they could improve?

To add to their efficiency, they could add tech-savvy resources to their teams. Our product mainly targets developers, so that would be helpful for our customers.

Do you have any advice for potential customers?

Set long-term objectives and describe who your company is to the onboarding manager. Also, engage with the agents and help them understand how things work so they can do the best possible job.

BACKGROUND

Please describe your company and your position there.

My name is Frank, I am a business development manager at Slidepeak. Slidepeak is a presentation design company that creates customized, professional, and on-brand presentations for any occasion. The service covers all presentation processes including redesign, design based on existing content and brand new presentation with an option of content creation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7, and what were your goals??

We work with different clients from all over the world and they have high quality standards and expectations in regards to services they are provided with. So we needed a team of professionals that could provide that level of customer support service. Responsibilities of an agent included determining customers’ needs, communicating them to our account manager and handling any issues or edit requests.

SOLUTION

How did you select this vendor and what were the deciding factors?

We were referred to WOW24-7 by someone from our network. We had a call with their sales manager. After we told him about our needs and requirements, he gave us an estimated offer, and it sounded great. They offered highly qualified agents, great SLA terms, flexibility and all of this at an affordable price. So we decided that WOW24-7 would be a good outsourcing partner.

Describe the project in detail and walk through their service package, including any calling tools used.

WOW24-7 reps receive order requests from our customers, verify them, identify customer information and their preferences and pass the order over to our design team that makes a presentation based on received data. They also reply to customer inquiries regarding making changes to a presentation or any arising issues.

Who did you work with and what was the feedback process like?

We have a team of 4 customer representatives. They set a rotating schedule that allows for 24/7 customer support coverage. The agents show a great level of customer service and design knowledge which is very important to us.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Since we started working with WOW24-7 our response speed increased by 30 percent which positively impacted customer satisfaction rate. Also, as our agents were able to build an effective communication system the workflow between our design team and clients significantly improved. There have been less errors and miscommunication in order processing which previously dragged our productivity down a little bit.

Describe their project management style, including communication tools and timeliness.

WOW24-7 has been very responsive and committed all along. They run quality checks regularly to make sure that agents effectively fulfill tasks set before them. They’ve also been very adaptive and responsive to any changes in our product or business operations. Overall, the communication between us has been great.

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

That would have to be their efficiency and productivity in everything they do. We've been impressed with their ability to quickly learn about our business and integrate agents into our team. Also, the agents are super friendly and helpful. They will go the extra mile to find a solution to a customer’s problem and make sure they are satisfied with our product. That’s the kind of people we were looking for for our customer support team.

Are there any areas for improvement or something they could have done differently?

Can’t think of any. We are completely satisfied with their work.

BACKGROUND

Please describe your company and your position there.

We make star maps that show constellations that are at a particular place and time. For example, you can order a map with a constellation that was in the sky above the place where you were born and at the time of your birth. My name is Fiona King, I am a head of the customer service department at Under Lucky Stars.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We hired them to provide 24/7 customer service for our product. We wanted to have around-the-clock support so our customers could contact us anytime either by live chat or by email and there would always be somebody to help them.

SOLUTION

How did you select this agency and what were the deciding factors?

Before we contracted with WOW24-7 we were not able to offer 24/7 service. We had a very limited customer service response. Our commitment was to respond to emails within 24 hours of receiving them but we were able to turn on the chat facility only when we were not overloaded with emails, and at that point, we had a much smaller team.

So we unable to cater to the U.S. market in the way we wanted to because since we are based in Barcelona, our timetable is quite different from the U.S. market, which is our principal market. We wanted to expand our customer service team to be able to provide proper client care. When we were looking for a customer support provider WOW24-7 seemed to offer the best prices compared with other similar companies. That was the primary reason why we chose WOW24-7.

Describe the project in detail and walk through the stages of the project.

We started by introducing WOW24-7 agents to our product and our customer support system. We familiarized them with the kinds of inquiries we receive from customers. Also, we showed them our standard answers and encouraged them to modify them according to the customer’s specific queries, comments or complaints. Once we saw that the agents were competent enough we started putting them on live chats.

They also respond you customer messages on our Instagram and recently, they started checking orders. They make sure that there are no spelling errors on the star map, which is a common problem since a lot of customers place orders from their phones. They also manage product issues like damaged maps or delivery delays and navigate those problems with our print labs.

Describe the recruitment process in detail.

We briefed Wela 24 seven on our requirements and they provided us with candidates who we interviewed. We then spent a two week period training the agents, followed by a period of monitoring their work for a week. Once we were satisfied that the agents were reaching the high standards we expected we confirmed their employment.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

They’ve provided us with the 24/7 support that we weren’t able to provide on our own. They took over the responsibility of replying to our clients’ queries which is a very time-consuming task. This allowed our employees to focus on some of the more challenging issues related to customer service and product development. Sometimes it can be very time-consuming to try and resolve specific difficulties and issues that clients have so having a reliable customer support team helps a lot.

How effective was the workflow between your team and theirs?

The workflow between our teams has always been very good. We usually communicate through channels on Slack. And once a month we have a video call with one agent at a time. I think we have been very lucky with the agents. They are all very professional and committed to providing a good service for our company and for the customers that we have.

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

WOW24-7 agents have been very professional and competent, but they also have great personalities. It’s important for us to not come out like robots in our communication with customers. We want to come out as a caring and considerate retailer. And WOW24-7 agents’ emotional intelligence and professionalism have done that very well by being empathetic and using human touch in their interactions with customers. They have managed to balance being professional and competent with also allowing their own personalities to come through in their interactions with our clients.

Are there any areas for improvement or something they could have done differently?

The agents are very responsive to all of our requests. If we ask them to do over and above something we’ve originally imagined they would do, they happily agree. So there really isn’t anything we can ask them to improve in because they are always willing to take on more responsibilities. We are very satisfied with our agents.

UPDATED REVIEW

This review was published on October 26, 2020

Fiona King

Head of Customer Service, Under Lucky Stars

Retail

1-10 Employees

Barcelona, Spain

$50,000 to $199,999

Jan 2019 - Sep 2020

Project summary

Wow24-7 provides around the clock call center services to a star map company. The team answers customer inquiries regarding everything from product details to logistics and supply chain. 

Feedback summary

Internal stakeholders are pleased with Wow24-7’s services, noting their excellent representation of the company. The team is knowledgeable about internal processes, allowing them to provide excellent customer services to clients.

BACKGROUND

Introduce your business and what you do there.

Under Lucky Stars is a small company based in Spain selling maps of the stars at a special moment in the time chosen by the customer. We ship the maps to customers around the world.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

In order to support a growth in customers, we wanted to provide a 24/7 service on chat and email to be able to resolve questions or concerns our customers may have.

What were your goals for this project?

Previously, we were dealing with all customer queries in house. However, the need to provide round the clock service was beyond the scope of the original, core team.

SOLUTION

How did you select this vendor?

We used Google to search for around the clock customer service support services

Describe the project in detail.

The team supplied to us by Wow24-7 is providing a professional response to customers’ emails and chats. Some of these responses may simply be answering questions about the product. Others require an in-depth knowledge of the supply and delivery chain for our product, in order to resolve issues such as the product arriving damaged, being lost, etc.

What was the team composition?

Wow24-7 provides us with a team of customer service agents. They work autonomously within the company guidelines for response.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Having the team from Wow24-7 ensure that we provide an effective and efficient round the clock service for our customers has been remarkable.

How effective was the workflow between your team and theirs?

We communicate in a shared Slack channel. It is a good way of communication: all involved stakeholders are part of the channel, and all communication is transparent.

What did you find most impressive about this company?

The team of agents supplied by Wow24-7 is very professional, flexible, and understanding in the face of some troublesome situations. 

Are there any areas for improvement?

Overall, we are very happy with Wow24-7's performance. There have been some issues with the admin processes but these seem to have been resolved. Wow24-7 is always responsive to our requests for information or reconsideration where we feel an error has occurred.

RATINGS

Overall rating 5

Quality 5

Cost 5 

Schedule 5

Willing to refer 5

BACKGROUND

Please describe your company and your position there.

Skillroads is a professional resume writing service that hires skilled resume writers to help job seekers make a high-quality resume or CV. Our goal is to ensure that every client lands their dream job either with our AI resume builder or personalized services our professionals provide. My name is Alina Lakhno, I am a product manager at Skillroads.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ?

We hired WOW24-7 to manage communication with our clients and the logistics involved in getting the whole process going. They do call verifications for us and make sure that customers upload all information our writers need for writing a resume. Also, WOW24-7 agents help resolve any issues customers have after the resume has been written.

SOLUTION

How did you select this firm and what were the deciding factors?

We found out about WOW24-7 through a referral from our network. Our team reached out to them and we had a very productive conversation. After some research and careful consideration, we decided that WOW24-7 would be able to fully complete all of our requirements.

Describe the project in detail and walk through their service package.

After our sales representative receives an order from a client a customer support agent takes over the communication with the customer. The first thing an agent does is a call verification of a placed order. Next, an agent checks the documents uploaded by the customer that include information about their background and qualifications. After that, a customer support representative assigns a writer for the project. Depending on a project different issues may come up that an agent is required to fix. There may be requests for deadline extensions, refunds and other issues. During situations like those, WOW24-7 keeps in close communication with the customer to try to resolve the problem in the most efficient way possible.

How many resources from the vendor's team worked with you, and what were their positions?

We have 2 dedicated agents handling our customer support service. They work remotely and provide daily coverage from 8 am to 4 pm.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Our goal is to create an excellent customer satisfaction rate and the WOW24-7 team has helped us to fulfill that. They have great communication skills such as knowing how to navigate through a problem, incorporating our company values into their interactions, treating customers with empathy and understanding and many more. Such a communication style helped us to get more customer trust and positive feedback. Also, since we delegated a significant amount of our responsibility to WOW24-7 we got more time to focus on our core tasks like product development and marketing strategy.

How effective was the workflow between your team and theirs?

WOW24-7 has been providing us with a quality assurance report every month. Their team has been very hands-on when it comes to responding to our questions or fixing minor technical issues. The overall communication between our teams has been great.

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

We loved the efficiency of the agents’ work. The speed with which they are able to provide a response and fix customer problems is pretty impressive. They really live up to their SLA promises. Also, they are pretty flexible and are willing to adjust to any changes or unexpected inconveniences. WOW24-7 has been an excellent outsourcing partner.

Are there any areas for improvement or something they could have done differently?

No, they’ve been able to fulfill all of our requirements.

BACKGROUND

Please describe your company and your position there.

HMD Clinical is an interactive response technology provider for the clinical research industry. The company’s work includes developing and supporting innovative clinical trial control, data capture and management software.

We support a library of validated visit modules, web reports, randomization schemas, supply algorithms, administrative functions and messages. My name is Stuart Henderson, I am the Quality Manager for HMD Clinical.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Wow24-7?

We got in touch with the WOW24-7 team because we needed help with customer support service. We have inquiries coming at different times as our clients are all over the world, so it was very hard for us to handle customer service on our own. And that’s why we decided to outsource it to WOW24-7.

What were your goals for this project?

Customer experience is everything for us. We needed an agency that could deliver professional first line support across several channels such as emails, phone calls, Zendesk chats, etc. And WOW24-7 has done a fabulous job.

SOLUTION

How did you select Wow24-7?

The main reason why we chose WOW24-7 was that they offered the best service. But also, we visited different agencies, including WOW24-7, and we got a really good feel for the business.

We liked the fact that everyone was doing what they were supposed to do. For instance, the project manager actually works on the project and gives feedback to the team. Also, it was very easy to communicate with the company’s agents which is important to us.

Describe the project in detail.

Our clients use our system for their clinical trials. Very occasionally there are times when people need support, so the WOW24-7 team provides that help via email, phone and live chat.

What was the team composition?

WOW24-7 has a very stable and dedicated team. It’s a complete opposite to the team we had before from a different agency, where they had around 30 people answering the calls, making it difficult for us to identify who spoke with our clients. So their service wasn’t good. WOW24-7 is totally different. Their service has been amazing for us.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

WOW24-7 has had such a positive impact on our business. They suggested doing calls from us and that turned out to work very well for us. Moreover, they introduced us to Slack- a very useful and convenient tool. We use it for all our calls and internal communications.

How effective was the workflow between your team and theirs?

Communication between our teams has been very good. If they have a question or a problem they just jump on Slack and address it. They always do the right thing. And even when they were dealing with something we didn’t think they’d be able to answer, they have actually found the right answer. So it’s been brilliant. They definitely exceeded our expectations.

What did you find most impressive about this company?

The best thing about WOW24-7 is their dedication and commitment to what they’re doing. We know that we can rely on them and not worry about our clients not being helped. It gives us a great deal of peace of mind.

Are there any areas for improvement?

I can’t think of any.