Main Challenge
Dixaβs representatives were looking for a way to be available to their customers 24 hours a day. They needed a reliable customer support outsourcing partner that could solve the problem and provide:
- A skilled and dedicated support team;
- High-quality inbound support via phone, chats, and emails;
- Well-established workflow for outbound calls;
- Assistance with generating and verifying leads.
The Solution? Wow 24-7
Through an extensive online research process of call center outsourcing options, Dixaβs final choice was Wow 24-7.Β
We recognized that Dixa representatives were in great need of qualified human resources and amending their own customer support availability.Β
Since the company had offices in a single time zone, Dixa representatives had no phones open for 16 of the 24 hours in a day, and some calls or chats from customers were missed.Β
What we provided:
- A dedicated team working 24/7;
- A team lead managing the work of the team;
- Customized workflow to fit Dixaβs goals, practices, and means of communication;
- An internal knowledge base developed by Wow24-7 experts;
- Swift training of the personnel, according to the ultimate briefings managed by Dixa;
- Constant improvement by supporting the iterative development of the team.
βI appreciated the speed with which they built a comprehensive knowledge base for their internal use. They also picked up some of the intricacies of our product quite rapidly. Overall, weβve got the partner weβd hoped for.β
Results
- Around-the-clock support of the product;
- Exceptional coverage (no missed inbound interactions with the customers);
- Easy scalability with a comprehensive knowledge base;
- Effortless lead generation and follow-up;
- A dedicated and easy-to-communicate-with outsourced support team
Check a detailed review on Clutch!