PartnerHero

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Overview

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2014

Year Founded

ABOUT PARTNERHERO

Outsourcing for companies that care about quality

Outsourcing for businesses that prioritize quality, performance, and their workforce. Never allow poor customer experiences to hinder customer retention or sales. We specialize in creating custom teams that are operationally efficient and focused on high quality and retention for innovative brands, ranging from startups to publicly traded companies. Regardless of the volume of support you require, we can develop a solution tailored to your needs. Whether you need a dedicated team to handle fast-growing demand or temporary assistance for a peak period, we're here to help.

Languages Spoken

English

HIGHLIGHTS

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2014

Year Founded

Services

Focus

Industries

Clients

Services Provided

100% Customer Support Outsourcing

About the Team

OUR STORY

PartnerHero challenges the typical negative perceptions of the young BPO industry by demonstrating a commitment to integrity, quality, and ethical practices. Connecting skilled individuals worldwide with forward-thinking companies, PartnerHero champions a culture where values and business success align. They prioritize finding the right fit and expanding opportunities to underserved regions, fostering a people-first philosophy. This approach results in outstanding customer and employee retention rates, affirming their belief that prioritizing people benefits business. Serving over 180 brands with 2,800 associates across 19 remote hubs and 6 global offices, supporting more than 12 languages, PartnerHero represents a movement toward human-centric business. They aspire to leave a positive impact on partners, associates, and communities as they lead innovation and face ongoing challenges.

Portfolio

How Heygo mastered 24/7 support with PartnerHero

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Heygo is a live-streaming platform for travel that typically hosts about 200 participants on a tour, although numbers can reach into the thousands. With over 30 events occurring each day, the Heygo support team assists both the tour guides and users facing technical difficulties. However, it became challenging for Heygo's small team to be present for every tour, which had been their initial practice. They introduced "dark hours" to take the team offline in the evenings, which left many guides and viewers in different time zones without support. After considering various outsourcing options, Heygo chose PartnerHero. Annie mentioned, "flexibility is key for us. As a rapidly growing startup, our requirements can change quickly, and having the ability to adapt and create a tailored solution is crucial." They opted for Flex support, enabling them to use a la carte staffing to accommodate their changing needs. To learn more about how PartnerHero assisted them in achieving 24/7 support, visit: https://www.partnerhero.com/customer-stories/hey-go.

Supporting 5x growth with Bungalow

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"The real estate market is quite seasonal," explains Alex Canedo, Director of Operations at Bungalow. "During the winter, there’s very little activity, then we experience some fluctuations, but when spring and summer arrive, there’s a significant surge. Growth can increase three to five times, making staffing a challenge." The industry Bungalow is in is not only highly seasonal, but like many startups, they are continuously introducing new services and experimenting with different processes. The rapid pace of these changes demands substantial effort and quick adjustments in staffing. To address this, Bungalow initially established a Dedicated team and subsequently added a Flex team to accommodate seasonal demand. Alex points out that this staffing arrangement "allows us to maintain a strong core team while also being able to scale up temporarily as needed." As a result, Alex's team is now able to approach the busy season with confidence. They have observed significant improvements across their tracked service level agreements (SLAs). "You can clearly see it in our data! We're achieving 90% for all SLAs, consistently week after week. This level of consistency was something we lacked before," Alex remarks. For more information, visit: https://www.partnerhero.com/customer-stories/bungalow.

Why Lovepop turned to PartnerHero for seasonality

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The challenge: Prior to appearing on Shark Tank, Lovepop had made attempts to create an internal customer support team. They employed several strategies, including involving their retail and headquarters teams in universal support efforts. Unfortunately, they faced obstacles related to scheduling, communication, and consistency. The team struggled to maintain regular hours, particularly since everyone was based on the East Coast. Bhav Raju, Senior Manager of Customer Happiness Operations, reflects, “When we participated in Shark Tank, we were told, 'You'll need a large customer support team. After the show airs, you can expect a significant influx of customer inquiries.' We required a solution that could scale with our growth.” The solution: As Lovepop expanded, its collaboration with PartnerHero became increasingly advantageous. According to Bhav, it was more than just simplifying payroll management for a global team. “PartnerHero handled recruitment, training, and managed the entire onboarding process,” she explains. “Trying to manage that internally demands a substantial amount of resources.” Their success with PartnerHero in customer support led them to expand the partnership to include assistance with wholesale, B2B operations, and their finance team. The results: PartnerHero has empowered Lovepop to address the rising demand for customer support while enhancing the quality of service overall. For more details, visit: https://www.partnerhero.com/customer-stories/lovepop.

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