wrrk

BACKGROUND

Please describe your company and position.

I am the CEO of Zef Energy

Describe what your company does in a single sentence.

ZEF Energy provides comprehensive EV charging solutions, including software, customer support, and field service, layered on top of third-party charging stations to deliver a differentiated, service-focused experience.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire wrrk to accomplish?

• Provide EV Driver telephone support
• Provide EV Charger owner support

SOLUTION

How did you find wrrk?

Online Search

Why did you select wrrk over others?

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

How many teammates from wrrk were assigned to this project?

2-5 Employees

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

1- Advanced Troubleshooting
- Resolving complex technical issues escalated from ZEF's first-line support team.
- Diagnosing and addressing hardware, software, and connectivity issues for ZEF chargers.

2- Incident Resolution
- Ensuring rapid resolution of support tickets within agreed SLAs.
- Escalating unresolved issues to ZEF's technical or field service teams when necessary.

3- Customer Communication
- Managing interactions with charger owners and drivers with a professional and empathetic tone.
- Keeping users informed on ticket status and resolution timelines.

4. Feedback Loop
- Collecting and reporting user feedback to ZEF Energy for product enhancement and service refinement.

5. Compliance and SLA Adherence
- Ensuring all support activities align with ZEF Energy's standards, compliance requirements, and contracted SLAs.

RESULTS & FEEDBACK

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

SLA's being met

SAT Scores

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

Yes, they delivered on time.  Easy to work with to evolve the offerring as our needs changed.  Able to work with to investigate alternative support structures.

What was your primary form of communication with wrrk?

Email or Messaging App

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

I was impressed by wrrk's ability to work with smaller companies launching products, and the ability to scale effectively.

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

Better offerings about evolving documentation/SOPs - not unhappy with it though.

BACKGROUND

Please describe your company and position.

I am the Founder of Deborah Pagani LLC

Describe what your company does in a single sentence.

We're a high-end fine jewelry and hair accessory company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire wrrk to accomplish?

• Answering customer service
• Creating/adjusting/catching live orders
• Help with the work load when it comes to product/brand inquiries

SOLUTION

How did you find wrrk?

Referral

Why did you select wrrk over others?

Referred to me

How many teammates from wrrk were assigned to this project?

2-5 Employees

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

- Answers all customer service inquiries on all social media platforms including from our support email - Adjusts orders when needed such as cancelling, exchanging products, updating shipping info, applying discounts, etc - Makes our workload much lighter by handling all the busy work

RESULTS & FEEDBACK

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

During the monthly video meetings I would provide my feedback and the next time we talk all of my notes and concerns have been addressed and resolved.

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

At first and from time to time they were slow at responding and catching live orders when it was too late, but now they have improved on that.

What was your primary form of communication with wrrk?

• Virtual Meeting
• Email or Messaging App

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

We love the professionalism in their response to customers and to me. I like how they report back to me and keep me in the loop. I'm never blindsided or confused by their actions/services.

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

As of right now no.

BACKGROUND

Please describe your company and position.

I am the Operations Officer of S.B. Design Studio, Inc.

Describe what your company does in a single sentence.

Wholesaler/retailer of women's apparel, predominantly leather. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire wrrk to accomplish?

• Handle customer cervice for our website that featured a collaborative line of clothing

SOLUTION

How did you find wrrk?

Online Search

Why did you select wrrk over others?

• High ratings
• Pricing fit our budget
• Great culture fit

How many teammates from wrrk were assigned to this project?

2-5 Employees

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

We were new to the online retail marketplace. We wanted to outsource our customer service to a reputable and capable firm willing to handle an unknown number of customer inquiries. 

RESULTS & FEEDBACK

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

The systematic ease of handling the customer service inquiries, including escalation to us if necessary and the level of responsiveness to the customer service inquiries placed with wrrk.

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

Yes, very much so.  Before we started with them, they had an onboarding process that made things comfortable for us, including setting up our Gorgias site for customer service inquiries and our Slack site for communications between them and us. 

What was your primary form of communication with wrrk?

Virtual Meeting

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

Their level of care.  Everyone I dealt with seemed to have the right mindset in wanting to do right by both us and our customers.  I was also impressed with their onboarding process and setting us up with Gorgias and Slack.

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

No.  There really isn't a thing I can be critical about.  They were excellent from start to finish.

BACKGROUND

Please describe your company and position.

I am the Executive of Esker Beauty

Describe what your company does in a single sentence.

We manufacture and sell prestige bath and body products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire wrrk to accomplish?

• Customer Service

SOLUTION

How did you find wrrk?

Online Search

Why did you select wrrk over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from wrrk were assigned to this project?

2-5 Employees

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

Responding to customer service email tickets and chats

RESULTS & FEEDBACK

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

Ticket volume and response times

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

They have been wonderful, very flexible and responsive and organize. We love #wrrk and Julie in particular!

What was your primary form of communication with wrrk?

• Virtual Meeting
• Email or Messaging App

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

They're organized, timely, and responsive. great team members.

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

At the beginning we had a good amount of turnover but Julie has taken the reigns and we feel well taken care of.