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Outsourcing "WOW" Customer Support Experiences

4.8
8 reviews
Bronze
VERIFIED

We are Wow24-7 - a team of truly devoted and goal-oriented professionals, who have been lucky to assist ambitious businesses in providing high-quality customer care.

We’ve already helped companies from 20+ countries in: Software Development, SaaS, E-commerce, Retail, Tourism and Aviation, Consumer electronics and entertainment companies boost their customer satisfaction and gain an excellent reputation on the consumer market.

Being an omni-channel outsourcing company with 12+ years of experience, we deliver cost-effective solutions aimed to ensure wow customer service and help you achieve your business goals, whether you are at the head of big corporate behemoth or have just set up an inspirational startup company.

No matter what you do - Wow24-7is here to support you!

What we offer to boost your business:

A team of 50+ highly skilled agents

  • 24/7 Customer Support
  • Customer Care
  • Technical support 
  • Upsales 
  • Pre-sales (Inbound/ Outbound calls)
  •  

Along with our clients, we are constantly looking for new challenges.

Being responsible for wow customer service, we truly believe that our passion for high standards and customer-centric approach complemented by high-effective and innovative solutions will speed up your ride to success.

READ MORE...
 
$1,000+
 
< $25 / hr
 
50 - 249
 Founded
2016
Show all +
Kyiv, Ukraine
headquarters

Reviews

4.8
8 reviews
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BPO for Apparel & Fashion Brand

"They are very fast when it comes to recruitment and very competitive when it comes to pricing."

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4.0

Quality: 
4.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Dec. 2019 - Ongoing
Project summary: 

wow24-7 provides BPO services, managing the business' tickets every day of the week. Additionally, the team handles customer service over email.

The Reviewer
 
11-50 Employees
 
Berlin, Germany
Julia Giesbrecht
Customer Service Manager, Les Lunes
 
Verified
The Review
Feedback summary: 

wow24-7's accessibility and responsiveness have been valuable assets given the nature of their work. The team is always there to address any issues or to answer any questions. In addition to having great pricing, they are able to recruit very quickly.

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 am the customer service manager at Les Lunes. I am responsible for all the agents we have in Ukraine and the organization of the agents, quality management, and direct communication with the team leader.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with wow24-7?

We were looking for BPO for our apparel company.

SOLUTION

What was the scope of their involvement?

wow24-7 answers our tickets and provides customer service via email. They work from Monday to Sunday. We have 10 agents who support us during the week on a daily basis with tickets, and on the weekends, we have three agents.

What is the team composition?

I am in daily contact with the team account manager.

How did you come to work with wow24-7?

They were recommended to us by another client. We used to work with two agencies but decided to go with them. The quality standards were the same in the two agencies, but wow24-7 was a little more competitive regarding pricing.

How much have you invested in them?

So far, we’ve spent around $30,000.

What is the status of this engagement?

We began working with them in December 2019, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We are just getting more into the quality management and right now, there is still some work to do. Additional training is necessary for their agents but I don’t have any numbers right now for that.

In general, the engagement has been very good. I always feel that the account manager is available and very responsive. If I have any issues or topics to discuss, she is always available. That is very important because you have to be reactive and I get that from wow24-7.

How did wow24-7 perform from a project management standpoint?

We have a Slack channel and I have a direct point of contact if I need something more. Additionally, if there are any problems, issues, or changes, there is always someone I can reach.

What did you find most impressive about them?

They are very fast when it comes to recruitment and very competitive when it comes to pricing.

Are there any areas they could improve?

We are launching in different countries and we need agents for different languages. It would be great if we had more possibilities with higher levels when it comes to language skills.

Do you have any advice for potential customers?

Just go for it.

4.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

24-Hour Customer Support Calls for Renewable Energy Co.

"The wow24-7 team tries to help us with every issue we have."

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4.5

Quality: 
4.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
4.0
The Project
 
$10,000 to $49,999
 
Apr. 2019 - Ongoing
Project summary: 

A first-level call center for an electric vehicle charging company, wow24-7 answers phone calls and addresses customer inquiries 24/7. Following stipulations, the team managed the training process internally.

The Reviewer
 
51 - 200 Employees
 
Berlin, Germany
Process Manager, Electric Vehicle Charging Company
 
Verified
The Review
Feedback summary: 

After completing a successful pilot phase, wow24-7 continues to provide satisfying support to clients. The team fulfills expectations to accommodate project needs. Responsive and quick to resolve concerns, they remain a valuable partner.

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’m the process manager at an electric vehicle charging company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with wow24-7?

We needed a company to provide 24/7 support to our customers.

SOLUTION

What was the scope of their involvement?

We needed a partner to provide first level customer care. The process was not complicated, most of the input came from our side. The wow24-7 team onboarded quickly.

Their project manager coordinated training for us. As much as possible, we provided documentation. Based on the materials we provided, the majority of their team was trained internally.

Now, their team answers calls and emails 24/7. They record all customer issues received, which their team then enters into a system we provide. While wow24-7 advises customers, they hand over sophisticated questions to our internal customer service team to address issues later.

What is the team composition?

The wow24-7 team consists of several agents, between 6–8. My main point of contact was the project manager who continues to coordinate and resolve management issues.

How did you come to work with wow24-7?

We found wow24-7 simply on Google. After contacting them, we received immediate response and we led a very professional and convincing conversation. The decision to engage wow24-7 was mainly based on the price of performance and time to onboard. We started with a pilot phase, which led to a long-term contract.

How much have you invested with them?

So far, we’ve spent between $10,000–$15,000.

What is the status of this engagement?

We started working together in April 2019, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We appreciate their quick response times and the quality of service most agents provide. Our team was also happy with the onboarding process.

We asked for basic numbers, which they delivered quickly. To assess performance on our side, we check the system where wow24-7 enters all of the call information. We can see when they received an email, how quickly their team created a ticket, and how fast they processed it. Based on the system, we can make reports.

How did wow24-7 perform from a project management standpoint?

We were very satisfied with how quickly they set up the environment. Also, communication and coordination with the project manager is quick and easy.

What did you find most impressive about them?

Their team managed the onboarding process quickly. They continue to respond fast too. The wow24-7 team tries to help us with every issue we have.

Are there any areas they could improve?

Once we give wow24-7 feedback, they solve any problems for us. To make onboarding easier, their team could have asked more questions in advance. While their English skills are fine, some customers calling from the UK have problems understanding agents’ accents. Their team could also be more proactive in giving us reports on their activities.

Do you have any advice for potential customers?

Communicate any issues and concerns quickly; wow24-7 will take care of them.

4.5
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer

Outsourced Customer Service for College Resource Website

"They help our business to stand out from the crowd by granting outstanding customer care."

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5.0

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Jan. 2016 - Dec. 2017
Project summary: 

Wow24-7 provides ongoing customer service for an online resource platform. Their agents are available 24/7 year-round and focus on answering questions and providing guidance via phone calls and live chat.

The Reviewer
 
11-50 Employees
 
Cyprus
Project Manager, StudentShare
 
Verified
The Review
Feedback summary: 

Their service is definitely a time and money saver, allowing a greater focus on other essential business processes. They’re a supportive and results-oriented team that strives for continual improvement which guarantees the best care for customers. They also provide insightful statistics that drive progress.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I’m a project manager at StudentShare, an online database of college essay examples. We provide unique papers on a vast variety of topics written by students for students. Our database, which is 100% legal to use for research and inspiration, has more than 1 million samples.

OPPORTUNITY / CHALLENGE

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

We hired them as our customer care solution.

What were your goals for this project?

Our main target was to get omnichannel customer support. Wow24-7’s agents know our needs and demands—they are in our industry. The main focus here is answering common questions and providing StudentShare customers with the required instructions and guides via chat and phone calls 24/7 year-round. They also help our customers to download papers into our database.

SOLUTION

How did you select this vendor?

We reached out to them after a recommendation from our network. We also did our own research and found them to be in the top positions of Google. They’re results-oriented, so the conversation was fast and efficient for both of us and we signed a non-disclosure agreement immediately. It took them two weeks to study our niche and flow into the work. They demonstrated their flexibility and scalability from the very beginning.

Describe the project in detail.

StudentShare is a worldwide database, so we have clients from different time zones. We needed Wow24-7’s agents available for our customers 24/7 and they definitely are. They’re also always on the phone and answer very professionally. If they need to reach our customers, they leave a voicemail or write an email.

What was the team composition?

They’ve provided a dedicated team of agents. I have a directory of everyone on the team so I can contact each agent if he/she is on post whenever I need to.

RESULTS & FEEDBACK

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

They use a CRM [customer relationship management] system to collect all the data about customers which includes chats, phone calls, emails, and voicemails. This allows us to check results and talk to them directly about different cases. They also provide different kinds of statistics on a weekly or monthly basis.

Outsourcing customer support care to Wow24-7 has saved me time and money and now, my team and I can focus on other important business processes.

How effective was the workflow between your team and theirs?

As I’ve already mentioned, we discuss our workflow and business cases every week or month as needed. They always seek for our feedback because they are in non-stop improvement.

What did you find most impressive about this company?

Their service feels human, which is what we strived to achieve. I consider them to be very supportive of our customers and to us as well. They are always in touch and we can easily reach them whenever we need to. Being a B2C service requires everyday improvement and their agents study constantly to make our clients happy. They help our business to stand out from the crowd by granting outstanding customer care.

Are there any areas for improvement?

They are not perfect in everything but I can’t say that we’ve faced lots of problems with them. I wish for them to continue their nonstop improvement process.

5.0
Overall Score I’m very satisfied with the work they do for us.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    It took us two weeks to optimize our working process with them and start our collaboration. They are always flexible and scalable.
  • 4.5 Cost
    Value / within estimates
    They’re not very expensive, rather, they’ve saved my time which translates into more money for other business processes.
  • 4.5 Quality
    Service & deliverables
    They’re really good.
  • 5.0 NPS
    Willing to refer
    I will recommend them, for sure! They are professionals.

Help Desk & Outbound Sales Call Center for Jewelry Makers

"I chose Wow24-7 because of their people. They are very warm and dedicated to what they are doing."

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5.0

Quality: 
5.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Nov. 2016 - Ongoing
Project summary: 

Wow24-7 provides online customer service solution through online chat and phone calls. They also provide outbound sales calls, and manage specific calls for groups of customers with particular needs.

The Reviewer
 
1-10 Employees
 
Tel-Aviv, Israel
Co-founder, Jewelry Maker
 
Verified
The Review
Feedback summary: 

Professional and warm, Wow24-7 strives to provide the most effective customer service experience. The call recordings demonstrate their excellent service; users refer positively to specific agents. Wow24-7’s key strength was their ability to earn trust.

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

BACKGROUND

Introduce your business and what you do there.

We’re a company that produces and sells jewelry and makes supplies for jewelry designers. We handmake everything here in our factory and then sell everything online. Our customers are jewelry designers. We have more than 15,000 different products. I’m a co-founder. My wife is the other co-founder and also the CEO.

OPPORTUNITY / CHALLENGE

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

Wow24-7 provides software and customer service.

SOLUTION

What was the scope of their involvement?

They provide 24/7 customer service through online chat, answering customer questions and requests. They study our industry and needs, and so they can answer common questions. They can give a quick solution for customers who have urgent questions.

They also provide phone call solutions. For example, they'll speak with customers and report back on what was said and how it concluded.

We have a specific group of customers that receive certain service calls, and Wow24-7 does that for us. They also do outbound sales calls and cold calls. They deliver, and then we give a commission to them.

How did you come to work with Wow24-7?

I searched online for a customer service solution because most of our customers are in the US and Europe, and we have a time difference.

I found Wow24-7 in one of the top results on Google, and then I started talking with them. They seemed like a very serious company. I interviewed four different companies that do the same service, but I chose Wow24-7 because of their people. They are very warm and dedicated to what they are doing. They gave me all the information. They didn't push. They understood what I needed, and they promised me that they would only take action once they understood the whole process of working with me. And we only started talking about cost after they signed an NDA. That was very good and made me very confident.

What is the status of this engagement?

I think we started the connection early November 2015, and started working very quickly.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

They answer approximately 30 different online chats per night and have done about 1,000 phone calls by now. I only get feedback from my customers, and I can see that customers are very pleased with the service they are getting. They always say this name or that name for the agents that handled their case, that the service was excellent. We have a record of phone calls for the phone calls they conduct, and they are performing very well.

What did you find most impressive about Wow24-7?

What I mostly like about them is the people that we are in touch with. They are becoming our friends. They're always asking us how they can improve, how they can provide better service.They're always learning, too: they seek out new materials so they can understand our products better. I think that that fact is very significant and important for us, and I feel like they’re here in our business.

They came to visit us last month, so we talked and saw their people. That was important to us, because they're representing our service just as though I was the one answering the phones. This is a service that must be done by people that we trust. It's very important to us. This is the highest value that they have.

Are there any areas Wow24-7 could improve?

Some of the agents could become better sellers. I already mentioned this to them, but some agents could give better service by being happier and more confident when they're talking to our customers. This is very specific to a few agents. I haven’t seen anything else wrong yet.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
    There were some cases where they didn't answer or missed some calls. That can be improved. We're very pleased about it, but it's not a 5.
  • 5.0 Cost
    Value / within estimates
    The value compared to cost is very high, even compared to other companies.
  • 5.0 Quality
    Service & deliverables
    The people that are in touch with us are very dedicated to the mission. They’re willing to do anything to make the service actually good.
  • 5.0 NPS
    Willing to refer
    I want to keep them to myself, but I definitely recommend them. I already recommended to other companies to use their services, and it seems they’re also pleased with the service.

Multi-Lingual Tech Support for Development Firm

"Wow24-7 has a perfect understanding of our services."

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5.0

Quality: 
4.5
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Sept. 2016 - Ongoing
Project summary: 

Wow24-7 is the customer support service for an app and web development company. The team handles backend support and answers client calls and chats to explain the development process and estimate costs.

The Reviewer
 
51-200 Employees
 
Kiev, Ukraine
Anton Fedulov
[Fmr.] Vice President, The App Solutions
 
Verified
The Review
Feedback summary: 

Wow24-7 can provide excellent customer support for several of the most common languages. They qualify leads well, their sales scripts and conversation templates are consistently effective, and they are hyper-responsive. Their flexibility and organization make them a great value for their price.

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

BACKGROUND

Introduce your business and what you do there.

We are an app-solutions company based in the US providing mobile and web development. We have an operational office in Kiev. I am the VP of global business development.

OPPORTUNITY / CHALLENGE

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

We needed customer-support services for our company, including phone, chat, and contact form conversations.

SOLUTION

What was the scope of their involvement?

Wow24-7 is taking care of our backend support, providing a very good service for clients. They will attend to anyone calling our company. We are using between five and seven resources from Wow24-7's team, either in the US or remote ones.

Wow24-7 is providing full-range services. They are able to explain the development process to prospective customers, estimate a cost, and give any other details.

How did you come to work with Wow24-7?

The main reason for choosing Wow24-7 is that they can cover the five or ten most popular languages on the globe, including English, German, French, Spanish, Portuguese, and so on. I could rate the quality of service with a 4.5 out of 5. They may not be perfect, but the service is very good, as are the prices.

How much have you invested with Wow24-7?

The cost of Wow24-7's support work has been between $10,000 and $15,000. We usually invoice per month, based on the total volume of calls, chats, and email conversations.

What is the status of this engagement?

We started working with Wow24-7 in September 2016. We continue to use their services.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

Our clients are typically referred to an internal project manager for more details after speaking with Wow24-7's resources. They can qualify leads quite well and have been delivering two or three per month, out of an average of 100 contacts to whom they speak.

I am not deeply involved in the ticketing side of things, since that is the responsibility of another manager. Wow24-7 has a very high response rate in general.

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

Wow24-7's project manager is quite strong. They have set up our environment quickly, and I have no issues in this respect. We may consider a partnership model if we continue working with Wow24-7. Our company is growing, and we need support managers for clients. For now, we are happy with our current approach.

What did you find most impressive about Wow24-7?

Wow24-7 has been performing well for the most part. They have a very advanced level of English, as well as other languages. They also have good skills for handling email and chat-form conversations, with good templates and sales-scripts in place. Wow24-7 has a perfect understanding of our services.

Are there any areas Wow24-7 could improve?

Not for now.

5.0
Overall Score Wow24-7 covered my expectations prior to starting our collaboration. I am looking forward to continuing our collaboration.
  • 4.0 Scheduling
    ON TIME / DEADLINES
    Wow24-7's answer and online-response times are very fast.
  • 5.0 Cost
    Value / within estimates
    The cost is somewhere in the middle, but it's reasonable compared to our expectations.
  • 4.5 Quality
    Service & deliverables
    There is a very good level of management on Wow24-7's team. They have well-educated resources with high levels of language skills. They have a flexible setup and a reasonable price, compared to other services.
  • 5.0 NPS
    Willing to refer
    I would recommend Wow24-7 to any company needing such a reference.

Customer Service Outsourcing for Vacation Rental Platform

"We have received a good level of service and we are satisfied."

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5.0

Quality: 
4.5
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Jan. 2019 - Ongoing
Project summary: 

wow24-7 provided customer service outsourcing services for a B2B vacation rentals platform. 

The Reviewer
 
1-10 Employees
 
Rome, Italy
Fabio Bufalini
CCO, B2Book
 
Verified
The Review
Feedback summary: 

wow24-7's efforts continue to be useful and the staff is quick, professional, and effective. 

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

B2Book is a B2B vaccation rentals platform ..I am Co-Founder and CCO

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire wow24-7?

Customer Service Outsourcing

What were your goals for this project?

Give best customer service support on 24/7

SOLUTION

How did you select this vendor?

tender with 2 other companies

Describe the project in detail.

24/7 customer service support

What was the team composition?

one internal and 3/4 outsourcing plus team leader

RESULTS & FEEDBACK

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

we are a startup so at this stage it is crucial to have a support that can satisfy our target on 24/7 considering the cost that this should be bring and knowledge.We have received a good level of service and we are satisfied.

How effective was the workflow between your team and theirs?

continue interactions

What did you find most impressive about this company?

time of support and quickness of answers

Are there any areas for improvement?

support on more languages

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

Business Process Outsourcing for Retail Business

"...I feel very confident in growing with them as a key partner."

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4.5

Quality: 
4.5
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
Confidential
 
June 2019 - Ongoing
Project summary: 

wow24- 7 agents provide customer service support, augmenting an internal team.

The Reviewer
 
51-200 Employees
 
Berlin, Germany
Sébastien Quintallet
Head of Customer Service, Retail Business
 
Verified
The Review
Feedback summary: 

The vendor delivers high-quality services on an efficient timeline. It’s been a seamless collaboration supported by wow24- 7’s responsive communication and accessibility. The team learns new practices quickly.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am Head of CS at a fashion company (owning design, production, logistics and sales) based in Berlin. We are a fast-growing start-up with currently ~60 employees.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire wow24-7?

We are outsourcing part of our CS to Wow24-7.

What were your goals for this project?

Our goals are to grow a sustainable dedicated Team which can cover late shifts and week-end shift for several of our growing markets, while delivering top quality for our customers.

SOLUTION

How did you select this vendor?

Wow24-7 war referred to me and I also selected them based on their offer (flexibility, processes, price)

Describe the project in detail.

We used the first few weeks to define the terms of our agreement and what we need. We quickly onboarded a coule of agents to tests the quality over a 2-month period in 2 different languages and I decided to keep growing with Wow24-7 as they were able to meet our expectations in terms of productivity, quality, costs.

What was the team composition?

We currently have a small Team of agents working for us at Wow24-7 and will keep growing the workforce with them as our business grows. We have a few points of contact for eg. for team management, finance, etc. and overall the whole collaboration is working very well.

RESULTS & FEEDBACK

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

Feedback from my own Team is very good when it goes to the communication with Wow-24-7 agents and I can also see it through the data: good productivity and great quality (nearly a steady 100% rating from our weekly QA).

How effective was the workflow between your team and theirs?

The management and Team at Wow24-7 is extremely reactive, easy to reach and flexible to adjust processes to our needs. We could easily setup all sorts of meetings and calls, enabling optimum communication and quick decisions / improvements.

What did you find most impressive about this company?

I was very impressed by the dedication of the people working for us over there, which shows through a great learning curve from their teams, resulting in very good quality work. Thanks to this and their overall performance, I feel very confident in growing with them as a key partner.

Are there any areas for improvement?

We can be better at planning the next steps and future together and this is an area where both our companies need to work together.

4.5
Overall Score Wow24-7 has the potential to become our strongest CS partner moving forward. They provide solid quality and have a flexible and reactive management.
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Outsourced Support & Lead Qualification for SaaS Platform

"[T]hey've been eager to adapt to our means of communication."

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5.0

Quality: 
4.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
June 2017 - Ongoing
Project summary: 

Wow24-7 provides phone, chat, and email coverage to facilitate customer service efforts around the clock, acting as the first line of support for all queries. They also cultivate leads via outbound calls. 

The Reviewer
 
11-50 Employees
 
Copenhagen, Denmark
Thomas Sønderbjerg Larsen
Marketing Manager, Dixa
 
Verified
The Review
Feedback summary: 

Since Wow24-7 joined the team, agents haven’t missed any calls or messages from customers. The engagement continues to succeed due to their reliable assistance, accessibility, outstanding price point, and rapid incorporation of feedback. 

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I'm the marketing manager at Dixa, a customer service platform for online businesses. We're a SaaS [software-as-a-service] company, and, especially because we're selling to the customer service crowd, we need to differentiate ourselves by our high level of service. 

OPPORTUNITY / CHALLENGE

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

We want to be always available for our clients, but we only have offices in a single time zone. To deliver on that promise, we needed more support agents. We also wanted to find a partner to verify our leads. We hired Wow24-7 for inbound support on phones, chat, and email all day, every day as well as for lead generation via outbound calls.

What were your goals for this project?

We sought to ensure that our customers always have access to high-quality support. 

SOLUTION

How did you select this vendor?

Locating Wow24-7 started with a long online selection process. Once the engagement started, they handled the initial training and briefing of the team members they assigned to us.

Describe the project in detail.

Now, we have coverage on all support channels around the clock, including the in-app support widget. Wow24-7 quickly set up their own knowledge base to share information among the agents assigned to us, and that has turned into a feedback mechanism for our company as well. After testing, we established two tiers of support: they manage the frontline and have direct access to us on Slack.

What was the team composition?

Wow24-7 has five agents who rotate shifts to cover our business and in-app support. 

RESULTS & FEEDBACK

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

They rapidly gained an understanding of our industry, although we do have to invest time in providing feedback for them as well. When they get that feedback, however, they adapt really well. Before our partnership with Wow24-7, we had no phones open for 16 of the 24 hours in a day. Now, we have 24/7 coverage. Previously, we’d miss some calls or chats from customers, but that never happens anymore.

How effective was the workflow between your team and theirs?

The process has been pretty good. Obviously, collaborating remotely means that a few things are bound to go wrong here and there. But, they've been eager to adapt to our means of communication and note-taking systems. So, we got up to speed in less than a month and a half.

What did you find most impressive about this company?

I appreciated the speed with which they built a comprehensive knowledge base for their internal use. They also picked up some of the intricacies of our product quite rapidly.

Are there any areas for improvement?

A few items could be improved, but those are mostly minor (e.g. exactly how to reply to a customer in a certain situation). Overall, we’ve got the partner we’d hoped for. 

5.0
Overall Score At the start, our hopes were high, and they've exceeded our expectations.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    The team is easy to get in touch with and accommodating.
  • 5.0 Cost
    Value / within estimates
    The price is definitely a plus. Hiring in-house agents would be vastly more expensive.
  • 4.0 Quality
    Service & deliverables
    They're great for an outsourced call center.
  • 5.0 NPS
    Willing to refer
    I'm very likely to recommend them.
Verification

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Verification Level
Bronze
VERIFIED
Business Entity
Business Entity Name
Wow24-7 Inc.
Status
Active
Jurisdiction of Formation
Delaware
ID
6891520
Date of Formation
May 1, 2018
Last Updated
Apr 18, 2019
Client Reviews
VERIFIED CLIENT REVIEWS
8
OVERALL REVIEW RATING
4.8
Source
Clutch
LAST UPDATED
June 25, 2020