Trusted by organizations with ~100% customer satisfaction score
Directly in the tools you use - full transparency.
Comments/DMs on Facebook, Instagram, Amazon, Google, elsewhere.
Hiring, training, onboarding, and supervising agents; assigned eCommerce support manager; you always work with the same agent.
Joining your company's mission and culture; analyzing and categorizing support requests; inheriting tone of voice and brand perception; translating your actions into guidelines.
Improving key support metrics - shorter reply time, higher customer satisfaction, and more; implementing new ideas - e.g., proactive outreach to customers and influencers.
Creating and updating support guidelines, templates, helpdesk articles, etc.
Monthly reporting and overview of request types, trends, issues, feedback, feature requests, and suggestions.
A customer service manager with experience in eCommerce will work with you to understand your goals and create a work plan.
Maryna Paryvai, 3+ years of experience in managing growing eCommerce support teams. She created our tone of voice and brand perception analysis methods. Maryna’s Linkedin.
Your manager will onboard and mentor a dedicated agent (you will always work with the same person). Together they will study your support requests, how you handle them, and inherit your company's voice and tone.
Ivan, specializes in leading and scaling eCommerce support teams
By the end of the free onboarding, we are all set and handling your customer support requests. Ready to revise SLA/SOPs and make it official!
Great support is way more than ‘zero inbox’. Here's what your manager will be working on to help you continue improving customer service and business.
Key customer service metrics and insights presented in one interactive report. Load and reply time, CSAT, cancellation / refund / reshipping / return reasons, feature suggestions, customers' feedback, issues, improvement suggestions, and other meaningful data you may want to track. See a report example.
In addition to the key metrics report and improvement suggestions, your manager will manually revise tickets and procedures, and look for imperfections.
All docs needed for smooth operation and scaling - SOPs, SLA, FAQs, saved replies, knowledge base articles and more.
Per request, your manager can evaluate your needs and suggest the optional helpdesk software. Your team will also set up and maintain it for you.
Dream Support managers have experience working with growing eCommerce companies, your future team has an excellent track record.
We constantly audit work quality and performance. You will receive insightful reports as well as improvement suggestions.
Agents become a remote part of your in-house team.
Your manager will study your tasks and KPIs to implement optimal solutions.
Your team will track key customer service and business metrics to support improvement suggestions with data.