Human support for Europe & US based E-com and Tech
WOW24-7 helps Customer & Technical Support Executives finally forget about CSRs and Team Leads hiring, onboarding, training & inconsistent CSAT. We have been providing 24/7 or Office hours omnichannel customer service and technical support since 2016.
100+ clients from 20+ countries have alreadytrusted us and are achieving 96%+ CSAT with 0 security breaches and up to 60% budget savings.
Expertise in E-commerce & Travel, SaaS & IoT in North America and Europe.
We handle 100% of customer requests during seasonal spikes and new market expansion. You can easily reduce your support team during the off-season and when demand for your products decreases
WOW24-7's employee attrition rate is always at least twice lower than the industry average due to the great company culture built and nurtured, as well as due to well-optimized business process and good leadership.
WOW24-7 keeps track of, reports, and continuously improves the more than 20 KPIs, incl.:
1st Response Time
First Call Resolution
Missed Interactions
Resolution Rate
Resolution Time
Abandoned Rate
Interactions to Resolutions
We operate in American& European zones and build the workflows according to the clients' business processes, software, and data security standards. We keep all data safe & secure by following strict guidelines of GDPR, SOC2, ISO/IEC 27001, ISO9001, HIPAA, and PCI DSS (coming soon).
Our Services:
Level 1 and 2 support in 10+ languages:
1. Customer Support
2. Technical Support
3. Operation Support
There are 2 models of cooperation:
1. Shared teams - the best way to get started quickly
For organisations with low to medium volumes of customer requests and as a first response and triage service for Level 1 technical and customer support
2. Dedicated teams - the best way to meet all your needs
For companies with an average and large number of customer requests and as a Level 1 & 2 for Technical and Customer support when in-depth and specific knowledge of the product is needed
Min project size
$1,000+
Hourly rate
< $25 / hr
Employees
50 - 249
Locations
Afton, WY
Year founded
Founded 2016
1 Locations
Afton , WY
No have been added yet...
Pricing Snapshot
Min. project size
$1,000+
Avg. hourly rate
< $25
/hr
Rating for cost
4.8
/5
What Clients Have Said
WOW24-7 offers competitive pricing with engagements typically under $30,000, providing good value for cost. Clients appreciate the flexibility, responsiveness, and the quality of service, with many citing effective communication and quick onboarding as key strengths.
Clients frequently praise WOW24-7 for their strong project management skills. They deliver projects on time, maintain clear communication, and adapt quickly to client feedback. This structured approach ensures seamless operations and client satisfaction.
Strong Communication Practices
Clients appreciate WOW24-7's strong communication practices, which include regular updates, feedback sessions, and accessible communication channels. This ensures alignment and transparency in service delivery.
Challenges with Language Skills
Some clients have noted minor challenges with language skills, particularly in understanding accents. While generally proficient, there is room for improvement in language capabilities to better serve diverse clientele.
Quick Onboarding and Training
The company is commended for their quick onboarding process and effective training methods. Clients appreciate the minimal training required from their end, allowing WOW24-7 to integrate swiftly into their operations.
Exceptional Customer Service Skills
WOW24-7 consistently impresses clients with their exceptional customer service skills, as highlighted in multiple reviews. Clients appreciate the team's ability to handle inquiries swiftly, maintain professionalism, and provide empathetic support, leading to increased customer satisfaction and loyalty.
High Responsiveness and Availability
WOW24-7 is noted for their high responsiveness and availability, offering 24/7 support. Clients value their ability to address issues quickly and maintain communication, which has been crucial for businesses operating across different time zones.
"...I feel very confident in growing with them as a key partner."
Sep 9, 2019
Head of Customer Service, Retail Business
Sébastien Quintallet
Verified
Retail
Berlin, Germany
51-200 Employees
Online Review
Verified
wow24- 7 agents provide customer service support, augmenting an internal team.
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.
RATINGS
4.5
"Wow24-7 has the potential to become our strongest CS partner moving forward. They provide solid quality and have a flexible and reactive management."
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