Human support for Europe & US based E-com and Tech
WOW24-7 helps Customer & Technical Support Executives finally forget about CSRs and Team Leads hiring, onboarding, training & inconsistent CSAT. We have been providing 24/7 or Office hours omnichannel customer service and technical support since 2016.
100+ clients from 20+ countries have alreadytrusted us and are achieving 96%+ CSAT with 0 security breaches and up to 60% budget savings.
Expertise in E-commerce & Travel, SaaS & IoT in North America and Europe.
We handle 100% of customer requests during seasonal spikes and new market expansion. You can easily reduce your support team during the off-season and when demand for your products decreases
WOW24-7's employee attrition rate is always at least twice lower than the industry average due to the great company culture built and nurtured, as well as due to well-optimized business process and good leadership.
WOW24-7 keeps track of, reports, and continuously improves the more than 20 KPIs, incl.:
1st Response Time
First Call Resolution
Missed Interactions
Resolution Rate
Resolution Time
Abandoned Rate
Interactions to Resolutions
We operate in American& European zones and build the workflows according to the clients' business processes, software, and data security standards. We keep all data safe & secure by following strict guidelines of GDPR, SOC2, ISO/IEC 27001, ISO9001, HIPAA, and PCI DSS (coming soon).
Our Services:
Level 1 and 2 support in 10+ languages:
1. Customer Support
2. Technical Support
3. Operation Support
There are 2 models of cooperation:
1. Shared teams - the best way to get started quickly
For organisations with low to medium volumes of customer requests and as a first response and triage service for Level 1 technical and customer support
2. Dedicated teams - the best way to meet all your needs
For companies with an average and large number of customer requests and as a Level 1 & 2 for Technical and Customer support when in-depth and specific knowledge of the product is needed
Min project size
$1,000+
Hourly rate
< $25 / hr
Employees
50 - 249
Locations
Afton, WY
Year founded
Founded 2016
1 Locations
Afton , WY
No have been added yet...
Pricing Snapshot
Min. project size
$1,000+
Avg. hourly rate
< $25
/hr
Rating for cost
4.8
/5
What Clients Have Said
WOW24-7 offers competitive pricing and good value for cost, with project costs ranging from under $10,000 to around $30,000 for various client sizes. Clients appreciate their flexible pricing model, timely delivery, and effective communication, making them a reliable option for outsourced customer support.
While WOW24-7 provides support in multiple languages, some clients have suggested that improving language skills, particularly for native-level proficiency, could enhance service quality and client satisfaction.
Effective Communication and Accessibility
The team at WOW24-7 is noted for their effective communication and accessibility. Clients appreciate the ease of reaching out to the team, whether through virtual meetings, email, or messaging apps, which facilitates a smooth and collaborative working relationship.
High-Quality Onboarding and Training
WOW24-7's onboarding and training processes are frequently highlighted as efficient and high-quality. Clients are impressed by the team's ability to quickly integrate new processes and systems, ensuring a seamless transition and minimal disruption to operations.
Proactive in Seeking Feedback
The team at WOW24-7 actively seeks feedback from clients to continuously improve their services. This proactive approach to client satisfaction is appreciated and contributes to the ongoing success of their partnerships.
Excellent Customer Service Skills
Clients frequently commend WOW24-7 for their exceptional customer service skills, noting the team's professionalism, empathy, and dedication to providing a high-quality service experience. Their ability to adapt and respond to customer needs has significantly improved client satisfaction.
Strong Project Management
WOW24-7 consistently demonstrates strong project management skills, delivering services on time and maintaining clear communication with clients. Their ability to manage projects effectively is highlighted by multiple clients, who appreciate the timely delivery and responsiveness of the team.
Customer Service Outsourcing for Vacation Rental Platform
Call Center Services
Less than $10,000
Jan. 2019 - Ongoing
5.0
Quality
4.5
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"We have received a good level of service and we are satisfied."
Oct 14, 2019
CCO, B2Book
Fabio Bufalini
Verified
Hospitality & leisure
Rome, Italy
1-10 Employees
Online Review
Verified
wow24-7 provided customer service outsourcing services for a B2B vacation rentals platform.
wow24-7's efforts continue to be useful and the staff is quick, professional, and effective.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
B2Book is a B2B vaccation rentals platform ..I am Co-Founder and CCO
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire wow24-7?
Customer Service Outsourcing
What were your goals for this project?
Give best customer service support on 24/7
SOLUTION
How did you select this vendor?
tender with 2 other companies
Describe the project in detail.
24/7 customer service support
What was the team composition?
one internal and 3/4 outsourcing plus team leader
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
we are a startup so at this stage it is crucial to have a support that can satisfy our target on 24/7 considering the cost that this should be bring and knowledge.We have received a good level of service and we are satisfied.
How effective was the workflow between your team and theirs?
continue interactions
What did you find most impressive about this company?
time of support and quickness of answers
Are there any areas for improvement?
support on more languages
RATINGS
5.0
Quality
4.5
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Business Process Outsourcing for Retail Business
Confidential
June 2019 - Ongoing
4.5
Quality
4.5
Schedule
4.0
Cost
4.5
Willing to Refer
4.5
"...I feel very confident in growing with them as a key partner."
Sep 9, 2019
Head of Customer Service, Retail Business
Sébastien Quintallet
Verified
Retail
Berlin, Germany
51-200 Employees
Online Review
Verified
wow24- 7 agents provide customer service support, augmenting an internal team.
The vendor delivers high-quality services on an efficient timeline. It’s been a seamless collaboration supported by wow24- 7’s responsive communication and accessibility. The team learns new practices quickly.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am Head of CS at a fashion company (owning design, production, logistics and sales) based in Berlin. We are a fast-growing start-up with currently ~60 employees.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire wow24-7?
We are outsourcing part of our CS to Wow24-7.
What were your goals for this project?
Our goals are to grow a sustainable dedicated Team which can cover late shifts and week-end shift for several of our growing markets, while delivering top quality for our customers.
SOLUTION
How did you select this vendor?
Wow24-7 war referred to me and I also selected them based on their offer (flexibility, processes, price)
Describe the project in detail.
We used the first few weeks to define the terms of our agreement and what we need. We quickly onboarded a coule of agents to tests the quality over a 2-month period in 2 different languages and I decided to keep growing with Wow24-7 as they were able to meet our expectations in terms of productivity, quality, costs.
What was the team composition?
We currently have a small Team of agents working for us at Wow24-7 and will keep growing the workforce with them as our business grows. We have a few points of contact for eg. for team management, finance, etc. and overall the whole collaboration is working very well.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Feedback from my own Team is very good when it goes to the communication with Wow-24-7 agents and I can also see it through the data: good productivity and great quality (nearly a steady 100% rating from our weekly QA).
How effective was the workflow between your team and theirs?
The management and Team at Wow24-7 is extremely reactive, easy to reach and flexible to adjust processes to our needs. We could easily setup all sorts of meetings and calls, enabling optimum communication and quick decisions / improvements.
What did you find most impressive about this company?
I was very impressed by the dedication of the people working for us over there, which shows through a great learning curve from their teams, resulting in very good quality work. Thanks to this and their overall performance, I feel very confident in growing with them as a key partner.
Are there any areas for improvement?
We can be better at planning the next steps and future together and this is an area where both our companies need to work together.
RATINGS
4.5
"Wow24-7 has the potential to become our strongest CS partner moving forward. They provide solid quality and have a flexible and reactive management."
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