WOW24-7

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Overview

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

50 - 249

Employees

2016

Year Founded

ABOUT WOW24-7

Human support for Europe & US based E-com and Tech

WOW24-7 allows Customer and Technical Support Executives to move past the challenges of hiring, onboarding, training, and variable CSAT associated with Customer Service Representatives and Team Leads. Since 2016, we have offered round-the-clock or office hours omnichannel customer service and technical support. Over 100 clients across more than 20 countries have placed their trust in us, achieving over 96% CSAT with no security breaches and saving up to 60% on budgets. We specialize in E-commerce, Travel, SaaS, and IoT across North America and Europe. We efficiently manage 100% of customer inquiries during peak seasons and while entering new markets. Additionally, our attrition rate is consistently at least twice as low as the industry average, thanks to our positive company culture, well-optimized business processes, and strong leadership. WOW24-7 actively monitors, reports, and improves on over 20 key performance indicators. We operate within American and European regions, tailoring workflows to fit our clients’ business processes, software, and data security standards, ensuring all data is secured by adhering to stringent guidelines including GDPR, SOC2, ISO/IEC 27001, ISO 9001, HIPAA, and soon, PCI DSS. Our services encompass Level 1 and Level 2 support in more than 10 languages, including: 1. Customer Support 2. Technical Support 3. Operational Support We offer two cooperation models: 1. Shared teams - ideal for organizations with low to medium customer request volumes, providing quick access to Level 1 technical and customer support for initial responses and triage. 2. Dedicated teams - best suited for companies with average to high volumes of customer requests, providing Level 1 and Level 2 support when in-depth product knowledge is required.

Languages Spoken

English

HIGHLIGHTS

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

50 - 249

Employees

2016

Year Founded

Services

Focus

Industries

Clients

Services Provided

10% Help Center & Knowledge Base Development

12% Support Technology Implementation (Zendesk, Intercom, Freshdesk)

28% Customer Support Outsourcing

50% IT Staff Augmentation

About the Team

OUR STORY

WOW24-7 is a remote-first company committed to delivering local excellence across key global regions including the USA (Texas), the Philippines (Manila), Colombia (Bogotá), Bulgaria (Sofia), and Ukraine (Kyiv and Lviv). The leadership team brings rigorous expertise, featuring a Six Sigma Black Belt, ensuring meticulous process management from project initiation to ongoing optimization. Leveraging state-of-the-art Workforce Management systems and quality assurance engines, WOW24-7 guarantees scalable, predictable, and measurable service quality. Dedicated to empowering clients, the company provides data, tools, and insights designed to support enterprise transformation and help organizations secure influential positions within their industries.

Portfolio

Dixa. Customer support service for SaaS

dixa

Dixa is a Software as a Service (SaaS) firm focused on strengthening the bond between brands and their customers. They sought a professional and committed customer support outsourcing partner capable of assisting their clients around the clock. Dixa required a team that could handle various tasks, including providing high-quality inbound support through chat, phone, and email, effectively managing outbound calls, and generating and verifying leads. They selected WOW 24-7 to deliver exceptional 24/7 support services. Our comprehensive strategy involved hiring dedicated agents and a team leader to oversee workflow, tailoring a strategy to align with Dixa's goals, creating an internal knowledge base, and implementing training and quality assurance measures. WOW 24-7 has ensured complete support across all channels, including the in-app support widget, eliminating missed calls and chats from customers. Dixa has noted that our team quickly built an extensive knowledge base and grasped the details of their product efficiently. They commended our responsiveness to their additional requests and expressed complete satisfaction with our collaboration.

How to grow your support team quickly in Travel?

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For the past decade, Walks has been arranging tours in 14 of the most stunning cities, including Paris, New York, London, and Rome. Esteemed publications such as the New York Times, USA Today, and The Telegraph frequently feature them. The Challenge After the pandemic, it became crucial for Walks to quickly re-establish smooth communication with customers. The existing internal customer support system had some key drawbacks: limited flexibility for after-hours service and relatively high expenses. The Solution We proposed forming a dedicated team to manage the anticipated surge in customer inquiries during the rapid recovery from the pandemic and subsequent expansion. This specialized team could concentrate solely on the Walks project, acquire detailed knowledge of its offerings, and develop expert skills, enabling the company to handle even the most intricate requests. In the first four weeks, we meticulously selected future agents, and Walks conducted interviews to choose the most talented and motivated individuals. We also organized efficient onboarding for the agents, cutting the training period from the 3 months it typically took Walks to just 2 weeks. Results As a result, Walks enhanced its customer communication system and expanded its support team by 40%, engaging with clients through chats, emails, and calls using software like Salesforce. We successfully provided all Walks customers with round-the-clock access to support, managed request volumes, shortened response times, and achieved a customer satisfaction score of over 93%. Amanda Pennypacker, Guest Experience Manager, remarked, “We chose WOW24-7 for three reasons: intelligent agents who ask insightful questions, excellent customer support, and exceptional service costs. This is the first outsourcing company I've worked with that I trust as much as I trust myself.”

Learning Tribes customer service

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Learning Tribes is a global company that provides tailored training solutions for individuals and organizations around the world. They offer a variety of engaging and cost-effective learning options to help clients meet their professional development objectives. In their search for a customer support provider, Learning Tribes considered several factors, including the flexibility and scalability of potential outsourcing partners. They required a provider capable of offering 24/7 customer service in English, utilizing their tools and methods. Since the volume of support tickets was not very high, they were looking for a provider that offered flexible pricing without sacrificing the quality of customer service. Learning Tribes opted to contact WOW 24-7 because they appreciated our affordable Shared and Dedicated Team Bundles. The shared team model suited their needs perfectly, allowing the company to handle all tickets at a lower cost than establishing an in-house support team. Learning Tribes noted that our scalable support model, with its adaptable pricing, enables them to hire as many support agents as necessary and adjust the model as their client base grows. Additionally, their collaboration with us has enhanced response times and increased customer satisfaction.

6 more projects