WOW24-7

BACKGROUND

Please describe your company and position.

I am the Co-Founder & Head of Support of Rocket.Chat

Describe what your company does in a single sentence.

Rocket.Chat is an open-source communication platform that enables teams and organizations to securely collaborate through chat, voice, video, and integrations in a fully customizable environment.

OPPORTUNITY / CHALLENGE

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

• Ensure consistent 24/7 coverage
• Meet our first response SLA
• Ticket triage

SOLUTION

How did you find WOW24-7?

Other

Why did you select WOW24-7 over others?

Good value for cost

How many teammates from WOW24-7 were assigned to this project?

6-10 Employees

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

WOW24-7 operates as our level 1 support layer, focused on ticket triage and initial customer interaction. Their main responsibility is to monitor all incoming tickets, provide a timely first response (within our SLA), and gather the necessary information to move issues forward efficiently. They handle queue monitoring 24/7, ensure tickets are properly categorized and prioritized, and perform basic troubleshooting when possible. When an issue requires deeper investigation, they escalate it to our internal team with the right context already collected. Key deliverables include maintaining first response times under 30 minutes, keeping the queue organized and flowing, and ensuring every ticket is acknowledged quickly and consistently. They also contribute through internal QA processes and regular updates, which help maintain a good level of quality across their team.

RESULTS & FEEDBACK

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

The most visible outcome was our ability to consistently meet our first response SLA (under 30 minutes) across all incoming tickets, including nights and weekends. Before that, coverage outside core hours was more limited and harder to maintain at scale.

We also saw a clear improvement in overall coverage and queue stability, with tickets being acknowledged quickly regardless of when they came in. This reduced delays in the support flow and allowed our internal team to focus more on complex issues instead of spending time on initial triage.

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

They are very consistent from a delivery and operations standpoint. SLAs are met reliably, and their day-to-day execution is predictable, which is exactly what we need for this type of function.

They are also responsive to feedback and adjustments. When we identify gaps or areas for improvement, they incorporate changes and follow up through their internal QA processes.

Communication is straightforward, and they are generally proactive in keeping things aligned with our expectations.

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?

What stands out the most is WOW24-7's consistency. They are very reliable when it comes to hitting SLAs, especially for first response times, which is not easy to maintain at scale across a 24/7 operation.

Also, their internal QA and frequent updates show that they are actively managing quality, not just handling volume. That combination of consistency, structure, and continuous improvement is what makes them stand out.

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

The main area for improvement is around product knowledge depth. While they perform well at triage and initial responses, more complex scenarios still require escalation, which is expected but could be reduced over time with deeper familiarity with the product.

There’s also some variability across agents, so continued investment in training and calibration would help make the overall experience more consistent.

BACKGROUND

Please describe your company and position.

 I am the Member and Customer Services Manager of a consumer products & services company 

Describe what your company does in a single sentence.

Member society for Geologists

OPPORTUNITY / CHALLENGE

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

• Answer calls 24/7
• Accommodate international callers in different time zones.

SOLUTION

How did you find WOW24-7?

My previous manager found them.

Why did you select WOW24-7 over others?

Not sure of reasoning.

How many teammates from WOW24-7 were assigned to this project?

2-5 Employees

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

Helping customers join as members. Register customers for meetings and conferences. Placing orders on our store website.

RESULTS & FEEDBACK

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

Following of procedures. Successfully answered and closed tickets.

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

Responses are always immediate. Needs are met. Agent feedback was accepted and responded to. 

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?

The WOW team has been a strong and reliable partner in supporting my company’s success. Their agents have shown consistent improvement over time, demonstrating a clear commitment to growth and performance. When issues do arise, the management team is proactive and responsive, quickly addressing concerns and providing constructive feedback to drive improvement.

I also appreciate how open the WOW team is to feedback, particularly when it comes to agent behavior and training. Their willingness to listen and adapt made them easy to work with and strengthened the overall partnership. Overall, I value the services they provide and the positive impact they have had on our operations.

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

No, they are great.

BACKGROUND

Please describe your company and position.

I am the IT Project Manager and Technical Lead of Path

Describe what your company does in a single sentence.

Provides photo-editing services for ecommerce businesses and photographers around the world.

OPPORTUNITY / CHALLENGE

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

To provide 24/7 customer support services for our customers.

SOLUTION

How did you find WOW24-7?

Online Search

Why did you select WOW24-7 over others?

• Pricing fit our budget
• Company values aligned

How many teammates from WOW24-7 were assigned to this project?

6-10 Employees

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

Since 2020, WOW24-7 has been a pivotal partner in managing our company’s customer support services. Their expertise and dedication ensure that our customers receive exceptional support around the clock, enhancing overall customer satisfaction and loyalty.

• Key deliverables:
  • 24/7 Customer Support Operations:
    • Provide uninterrupted customer support services 24 hours a day, 7 days a week, ensuring that customer inquiries and issues are addressed promptly regardless of time zones or peak hours.
  • Multi-Channel Support:
    • Respond to customer emails, real-time assistance via website chat platform and manage inbound calls.
  • Dedicated Support Team Management:
    • Maintain a dedicated team of six highly trained customer support agents exclusively assigned to Path. A dedicated manager oversees the support team, ensuring high performance, adherence to service standards, and effective communication between agents and Path.
  • Quality Assurance and Training:
    • Conduct regular quality checks on customer interactions to ensure compliance with company policies and service standards.
  • Reporting and Analytics:
    • Deliver detailed monthly reports for agents.

RESULTS & FEEDBACK

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

• Increased Customer Satisfaction:
  • Since onboarding the WOW24-7 team, our customer satisfaction has surged by over 50%. Their exceptional support services have significantly enhanced our customers' experiences, fostering greater loyalty and positive feedback.
• Enhanced Response and Resolution Times:
  • With WOW24-7 managing our customer support, we now guarantee a 45-minute response time for all inquiries. This swift response capability ensures our customers receive timely assistance, leading to higher satisfaction and quicker issue resolution.
• Operational Efficiency and Cost Savings:
  • WOW24-7 provides us with a dedicated team of six agents at 50% less the cost of maintaining a similar team in the UK. This cost-effective solution has allowed us to allocate resources more efficiently while maintaining high-quality customer support.
• Quality Assurance and Training Impact:
  • WOW24-7 conducts comprehensive quality checks covering various aspects of agent performance. They deliver detailed monthly reports that enable us to monitor agent effectiveness easily and address any outstanding issues promptly. This rigorous quality assurance process ensures consistent service excellence.
• Scalability and Flexibility:
  • As our business evolves, WOW24-7 offers the flexibility to adjust the team size with just a one-month notice. This adaptability allows us to scale our customer support operations seamlessly in response to changing business needs and customer demands.

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

WOW24-7 has established detailed workflows that enable our team to perform their tasks efficiently within the agreed Service Level Agreements (SLAs). Our agents are equipped with essential platforms such as HelpScout, Tista, and the Admin Dashboard, ensuring they can manage customer inquiries effectively and seamlessly.

The team is led by one of our six agents who also serves as the team manager, providing direct support and addressing day-to-day team-related issues promptly. For more significant matters, we contact the Customer Success Manager, who is exceptionally responsive and typically addresses our queries within the same day.

Additionally, the Quality Assurance Manager conducts regular quality audits to ensure that all tasks performed by the agents meet our high standards. This structured and responsive project management approach by WOW24-7 has been instrumental in maintaining seamless operations and consistently delivering top-notch customer support.

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?

WOW24-7's highly trained team's dedication, responsive management, and rigorous QA practices set them apart. Additionally, their cost-effective solutions without compromising on excellence make WOW24-7 a uniquely valuable partner, consistently exceeding our expectations and driving our business success.

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

While the WOW24-7 team has consistently delivered excellent service, there have been instances where the departure of an agent led to a lack of communication from their side, resulting in a few challenges on our end.

We recommend that WOW24-7 strengthen their offboarding procedures to ensure smoother transitions and maintain seamless communication during team changes. Aside from this area, the team remains outstanding in all other aspects.

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.