WOW24-7

BACKGROUND

I am the Operations of Hubject

Hubject is a Berlin-based eMobility company that simplifies electric vehicle charging worldwide through its intercharge eRoaming platform, which connects charge point operators and eMobility service providers, and its ISO 15118-based Plug&Charge technology

OPPORTUNITY / CHALLENGE

• 24/7 End Customer Support on ICD Units

SOLUTION

Already inplace

• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

2-5 Employees

WOW24-7 provides outsourced customer service for one of Hubject’s lines of business through a shared service model, supporting our eMobility customers and partners with reliable, professional assistance.

Scope of work: Handling inbound customer contacts and resolving inquiries in line with our processes and service standards Managing support within a shared team model that scales with our contact volumes Ongoing quality monitoring, coaching, and process improvement

Monthly Business Reviews (MBRs) with performance reporting, insights, and recommendations Key deliverables and KPIs tracked: 

• SL: consistently meeting agreed response-time targets 
• AHT: efficient handling without compromising quality 
• FCR: resolving customer issues at the first interaction 
• QA scores: regular evaluations to ensure accuracy and consistency 
• Abandonment rate: keeping missed contacts to a minimum
• Data-driven MBRs: clear reporting, trend analysis, and new opportunities for improvement each month
  
  

RESULTS & FEEDBACK

All Metrics on target speaks for itself. No need for fancy wording wor AI empowered writing... The human work behind it has been always the great value

WOW24-7’s project management has been excellent. The team consistently delivered on time, from daily operations to monthly reporting, and every Monthly Business Review was well prepared, with clear data, KPI insights, and new ideas for improvement. They were always responsive and proactive. Whenever we raised a need or gave feedback, they addressed it quickly and adapted their approach to fit our business. Even with modest volumes, they gave our account the same attention and commitment as a much larger one, and never made us feel less important. Communication was open and transparent throughout. A special thank you to Oleksandra and her team, whose dedication and enthusiasm made the partnership easy and enjoyable.

• Virtual Meeting
• Email or Messaging App

What impressed us most about WOW24-7 is their genuine commitment to every client, regardless of size. Even with low volumes on our account, they never made us feel less important or reduced their investment in the partnership. Every MBR showed this. They always showed up prepared and engaged, keeping the focus on our business with clear data, fresh ideas, and new opportunities to improve. Many providers give smaller accounts less attention, but WOW24-7 treated us as a priority every single time. Their shared service model is also a real differentiator, delivering quality support in a cost-efficient way compared with FTE or per-task models. 

Nothing at the moment

BACKGROUND

Please describe your company and position.

I am the Head of Support of BR-DGE

Describe what your company does in a single sentence.

Payment orchastration

OPPORTUNITY / CHALLENGE

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

• Pivot to a 24/7 customer support model
• Provide phone coverage to our customers
• Enhance the customer experience

SOLUTION

How did you find WOW24-7?

Online Search

Why did you select WOW24-7 over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• 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.

WOW-24/7 has consistently demonstrated a strong commitment to delivering high-quality L1 Support services for BR-DGE. The scope of work was very specific, we needed to provide 24/7 phone support to our customers, and WOW gave us a cost effective, highly reliable solution. Their team operates with a clear sense of ownership, responsiveness, and professionalism, ensuring that day-to-day support needs are handled efficiently and with minimal disruption to operations. 

RESULTS & FEEDBACK

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

Phone support KPIs. Whilst the volume of inbound calls to BR-DGE support remains very low, we are able to provide assurances to our customers that should they need us, we have L1 agents on the other side of the phone 24/7/365. The level of confidence this instills in our customer base is immeasurable as they operate in a busy payments industry that never sleeps. 
I've measured WOW 24-7 on their responsiveness, ability to learn, engagement levels and their 24/7 availability. They have not faultered on any of these deliverables

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

From the outset, WOW-24/7 has shown a proactive approach to engagement. Communication is clear, timely, and collaborative, fostering a working relationship that feels more like a partnership than a vendor arrangement. They are attentive to feedback, quick to adapt to evolving requirements, and always willing to go the extra mile to ensure alignment with BR-DGE’s goals and 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 truly sets WOW-24/7 apart is their continuous drive for service improvement. They regularly evaluate performance, identify opportunities for optimization, and implement enhancements that lead to measurable gains in service quality and user satisfaction. Their focus on refining processes, upskilling their team, and leveraging insights reflects a culture of continuous improvement.

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

There will always be knowledge gaps when using a managed service function. The payments ecosystem is vastly complex, however the team have consistently showed a desire to learn, and improve when issues were flagged. 

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

Introduce your business and what you do there.

I'm the COO of ERIN, an automated employee referral and internal mobility platform. We integrate with existing HR systems to streamline referrals, boost employee engagement, and reduce turnover through easy-to-use apps and policy automation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with WOW24-7?

We needed help expanding our live chat to 24/7.

SOLUTION

What was the scope of their involvement?

We trained WOW to use our ERIN referral platform and respond in our HubSpot ticket instance. The team provided onboarding for both of the above.

What is the team composition?

We worked with nine teammates from WOW24-7, including agents, technical managers, and customer success managers.

How did you come to work with WOW24-7?

We found WOW24-7 through an online search. The team had a flexible pricing model for SMB customers and they were very responsive.

What is the status of this engagement?

We worked with them from October 2024 to December 2024.

RESULTS & FEEDBACK

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

We measured success through SLA response time for chats and the quality of live chats. WOW24-7 had a QA person who graded each agent based on communication, grammar, typos, spelling, workflow, and SLA.

How did WOW24-7 perform from a project management standpoint?

WOW24-7 delivered on time and had great communicators. We primarily communicated via email and Slack.

What did you find most impressive about them?

The WOW24-7 team was great to work with. They followed our support processes and were all strong communicators. The agents on the 24/7 chat quickly escalated issues in real-time via Slack if they were urgent. Any time we needed to adjust a process, the technical team managing our account was always quick to respond. I highly recommend WOW24-7 if you need a way to expand your support teams.

Are there any areas they could improve?

No, there weren't any.

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.