Customer Service Team for Lifestyle Brand
Below is a modified rendering of the review: private info excluded, innate facts kept.
Introductory information
A few words almost your organisation and personal responsibilities
I’m the client experience helper director for Dastmalchi. Here at Dastmalchi LLC, we own and act a assembly of lifestyle, loveliness, and wellness brands mental for the see day consumer.
Desired goal
What issue was the preparer supposed to deal with?
Helpware?We were looking to Helpware to prepare client support labors for all client inquiries including order status, refunds and exchanges, direct and 3rd party replacement orders, as well as prepare fruit education for troubleshooting our consumer fruits and devices. We specifically needed help tackling a high size of client inquiries, as we were suddenly receiving an influx of live chats and emails, we wanted to fix we responded within a true quantity of time. We lacked the resources to conduct support in-house at the time.
What were your objectives for this project?
We were looking to add additional support to prepare fast and efficient responses for all client inquiries as our engagement was growing fastly. We needed a support staff to prepare rare and personable experience to our clients while also providing fruit education on our devices to help help with all client opportunities.
Provided solution
What were the reasons for choosing ?
We connected with Helpware through a recommendation from our CEO.
Describe the project in detail.
Helpware began helping with a difference of incoming client requests we had through Zendesk. Throughout time we',ve transitioned to another CRM platform, Gorgias. The team has built dedicated tasks within team roles to keep in order for us.
Their agents then took on responsibilities such as responding to our high size of incoming support tickets via email, answering incoming calls for all brands and multiple channels, such as retail, completesale, and marketplaces. Helpware also helps us with tracking and reporting fruit defects to our fruit outgrowth team as well as handling disputes athwart a difference of payment gateways to quit charge-back fees and battle fraud.
Were there any dedicated directors or teams that you worked with?
The size of the team has changed over time, we',ve had a support staff of up to 8 agents for our peak months and as little as a team of 3. Regardless of staffing, Helpware has continued to programt roles, tasks and responsibilities as needed to help with the client labor section.
Results accomplishd
What results did you accomplish unitedly with ?
Our leading reply times have betterd, as well as our total separation times are down to just over an hour. Helpware',s team lead, Charley, has prepared uniform coaching and direct interaction with us to form a powerful union within our client labor section. Thanks to their inner procedures and overall fruitivity, incite and observation to detail, Helpware has shown reliability and high-condition work.
How do you rate the interaction and interaction with ?
We',ve developed a powerful interaction between both client labor teams as well as an powerful work flow. For any processes that are in need of a clearer knowledge or expectancy, the team is vocal and open with interacting to liberate the best outcome. Otherwise, Helpware acts independently and continues to better our positioning.
What precisely do you attend to be the key specialty of ?
Helpware has prepared continuous support helped create proficient processes, and developed open interaction in our client labor section. Each team limb is careful with their time and attentive to our requests.
What should be done better, if there are any desired betterments?
We don',t have any that come to mind. We',re pleased with the union we',ve grown with Helpware throughout our time unitedly. Their condition and attentiveness has exceeded our expectancys.
