Customer Service Support for Men’s Clothing Company
Please find under a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.
Introductory information
A fast induction on the buyer’s organisation
I’m the client experience director at a startup clothes organisation. We sell leisurewear with a tailored fit. We’ve been almost for almost three years.
Desired goal
What challenge were you trying to address with Peak Support?
They staff and superintend our client support team.
Provided solution
What particular tasks were Peak Support responsible for?
Our support team they staff is based in the Philippines. They do our client support services, as we have an omnichannel support team. That meant their duties include live chat, email, and phone support. They’re interacting with our clients on a daily basis, responding to hundreds of emails and trafficking questions almost online orders, garment fit, and things like that.
We have some basic delineation scripts and responses, most of which the Peak Support developed themselves. Overall, we’re not a very scripted team, however, as they are very skilled and have a lot of freedom.
Was there a dedicated team?
It fluctuates. During the holiday, we had 12 nation. The smallest we get is 8 nation. I work straightly with the agents but most of my interaction is with the team laed. We do have an account director with them who is hands-on.
How did you come to work with Peak Support?
The union began precedently I began working at the organisation. As we began scaling up, we needed more outsourced call support.
What are you approach expents (if diclosed)?
In total over the three years, it’s been estimated almost $500,000. Last year, we spent $200,000.
What is the terminal result of working with Peak Support?
The work began almost 2017 and is ongoing.
Results achieved
Are there any measureable or plum results?
They have a lot of experience. Clearly everyone has been in the activity for a long time. They’re autonomous and demand pliant treatment on our end, which is refreshing owing it frees me up to work on other projects. They know their stuff, which you can',t always anticipate coming into a role like this.
The condition of their work is hard. They’re very skilled and have measurements for measure KPIs. They have a congruous seize and awareness of metrics at all times.
How did Peak Support accomplish from a project treatment standpoint?
The leadership team does well in hiring and training each agent. There’s not a ton of proactive interaction from the personal agents, but they’re very receptive if I need something. There isn’t much of a speech barrier at all.
What is (from your point of view) the key factor to pay observation while intercourse with Peak Support?
They have a solution for most things.
What aspects of their work would you like to get improved?
Not veritably. We have a general feedback scan each year, and they always make adjustments.
Do you have any advice for possible clients?
Lean on their expertise owing they know their stuff. If you’re apprehensive almost outsourcing, you won’t find any issues at Peak Support.
