Trusted by organizations with 90%+ customer satisfaction score
A customer service manager with experience in eCommerce will work with you to understand your goals and create a work plan.
Maryna Paryvai, 2+ years of experience in managing growing eCommerce support teams. She created our tone of voice and brand perception analysis methods. Maryna’s Linkedin.
Based on your needs, your manager will onboard and mentor a dedicated agent who passed our rigorous vetting process and extensive internal training. Together they will join the tools you use, study your support requests, resolution steps, and pick the company's voice and tone.
Valeria, 2+ years of experience in supporting growing eCommerce companies.
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.
Dedicated agent mentored and audited by one of our experts
Building custom solutions you need