Trusted by organizations with 90%+ customer satisfaction score
How It Works
/01
Talk to one of our support managers.
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.
/02
Start free onboarding to get a feeling of the quality and transparency of the work.
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.
/03
Evaluate our work and (once happy!) sign a month-to-month contract.
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!
/04
Grow customers' loyalty and develop your business.
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.
Insightful reports shaped for your needs.
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.
Monthly quality audit.
In addition to the key metrics report and improvement suggestions, your manager will manually revise tickets and procedures, and look for imperfections.
Documentation setup and maintenance.
All docs needed for smooth operation and scaling - SOPs, SLA, FAQs, saved replies, knowledge base articles and more.
Helpdesk setup and maintenance.
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.
Quality service, guaranteed
Great people
Dream Support managers have experience working with growing eCommerce companies, your future team has an excellent track record.
Quality control
We constantly audit work quality and performance. You will receive insightful reports as well as improvement suggestions.
Dedicated agents
Agents become a remote part of your in-house team.
Best practices
Your manager will study your tasks and KPIs to implement optimal solutions.
Data-driven
Your team will track key customer service and business metrics to support improvement suggestions with data.
Pricing
Team (Mentor + Agent)
Dedicated agent mentored and audited by one of our experts
Support requests handling in accordance with SLA Customer service KPI's and insights report Monthly quality audit Documentation setup and maintenance Helpdesk setup and maintenance 
