The client needs to build a professionalized service to provide English support to its growing customers in its biggest markets in Canada, United States and Europe.
The client is facing challenges in the area of customer support, as currently, their Sales Team is providing the service. As the Sales team manages its many responsibilities, the quality of the customer service suffers in terms of organizing tickets, consistency in the results, not being scalable, and overall knowledge base/data management. The goal is to offload the non-core business operations so that the sales team can focus on sales.
Eastvantage provided the client with a team composed of associates working on different schedules to cover Central Europe (CEST) and US (PST/EST) business hours. There will be at least 1 staff per shift with a focus on the more robust North American market.
Tools: Skype, ZenDesk, ZenPhone