HiredSupport
  • Services
    • Amazon Store Support
      • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

        We outperformed
        OCG's internal
        support team easily!

        OCG had a KPI of us beating their internal team's CSAT scores.
        We were able to beat their team who had worked for years in
        just 3 months. We kept customers and suppliers happy!

        • Free Trial
        • Get A Quote
        WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

        91%

        Customer satisfaction
        across 84,000+ orders

        2

        Dedicated agents to cover
        the busiest shifts each day

        16

        hours per day coverage
        with high ticket volume

        OCG

        Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

        Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

        They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

        OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

        Challenge

        Beat the underperforming internal team while support volume grew

        OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

        This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

        OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

        We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

        We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

        We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

        We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

        Solution

        2 shared agents, 2 different time slots

        Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

        Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

        This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

        We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

        Results

        Outperformed the existing team within 3 months

        Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

        Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

        Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

        Industry

        eCommerce

        Team Size

        2 hybrid support agents

        Get started
        TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
        healthystufflogo
        openvpn-logo
        wowcube-logo-min
        makeuperaser-logo
        OCG logo
        fixd-logo-min
        privatetunnel-logo-min
        paperform-logo-min
        cointree-logo-min
        japonesque-logo
        Case Studies
Case Studies
Case Studies

        Case Studies

        24/7 support for pre-orders with huge hype
        View case study
        90%+ CSAT with 24/7 coverage across 5 brands
        View case study
        Beat their internal team's CSAT in just 3 months
        View case study
        View Case Studies
        How It Works How It Works
        How It Works

        Outsourcing your customer service
        has never been this easy.

        Define Your Needs Define Your Needs
        Define Your Needs

        Submit a contact form and give us some information about your company needs.

        More About Our Process
        Get A Quote Get A Quote
        Get A Quote

        In as little as one email or call, we can get you a competitive quote for our services.

        More About Our Process
        Approve Proposal Approve Proposal
        Approve Proposal

        Your team approves our plan and we go over the formalities before getting started.

        More About Our Process
        Assign Agents Assign Agents
        Assign Agents

        We match your campaign with the best available agents that we think are a fit for your brand.

        More About Our Process
        Agent Training Agent Training
        Agent Training

        Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

        More About Our Process
        Go Live! Go Live!
        Go Live!

        After successful training, we go live. We stay in contact with your team and do ongoing QA.

        More About Our Process
        https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

        Leading Support As A Service Provider.

        Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

        Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

        Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

        Have any questions for us?

        Dont’t hesitate to contact us.

          We Integrate Seamlessly

          We have experience with all the major softwares to
          help craft the perfect support team.

          Want to learn more about how we can connect to your systems? Chat with sales

          CUSTOMER SERVICE OUTSOURCING EXPERTS

          We can handle any task in any industry.
          We've seen it all.

          Live Chat Services HiredSupport
          Live chat
          Email And
          Support Tickets
          Dedicated call
          center
          Data
          Entry
          Virtual
          Assistants
          Social Media Management
          Back Office
          Administration
          Answering
          Services
          eCommerce
          and Retail
          SaaS
          Shopify
          Support
          Amazon Seller
          Management
          OUR ONBOARDING PROCESS

          Get started as soon as this week

          1
          Define your needs

          Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.

          2
          Get a quote

          In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.

           

          3
          Approve quote

          Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding. 

          4
          Onboarding

          Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.

          5
          Training

          We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.

          6
          Go live!

          After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.

          Leading Support As a Service Company

          We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.

          livechat-partner-badge
          clutch-review
          Top Customer Support Outsourcing Company
          Top Virtual Assistant Company
          Top Inbound Call Center Service
          Top Call Center Riverside
          Top BPO Company Riverside
          Top Data Entry Company Orange County
          Top Medical Billing Company Riverside
          Top Legal Outsourcing Company
          Top Virtual Receptionist Company
          Top Telemarketing Company
          Top Survey Company
          Top Third Party Verification Company
          Notable clients E-commerce Marketplace SaaS Fitness Tech Notable clients E-commerce
          Marketplace
          “The quality of HiredSupport agents has been fantastic. Their remote, work from home solution really has been top notch. We’ve been able to build a CX team with consistent culture, standards and performance.” Jessica Warren, Global Support Manager at 99designs, the worlds largest creative platform for custom graphic design. Read the case study
          SaaS
          Fitness
          “We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without HiredSupport help.” Shannon Vilmin, Vendor Operations Specialist at ClassPass, transforming the fitness industry, raised $285 million Series E funding in January 2020. Read the case study
          Tech
          “Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + HiredSupport delivers fast resolutions for all of our customers.” Andi Ancheta, VP of Customer Success at Karbon, raised $11+ Million over four rounds. Next generation practice management software for accounting firms. Read the case study

          Sample experience

      • Data Entry
        • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

          We outperformed
          OCG's internal
          support team easily!

          OCG had a KPI of us beating their internal team's CSAT scores.
          We were able to beat their team who had worked for years in
          just 3 months. We kept customers and suppliers happy!

          • Free Trial
          • Get A Quote
          WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

          91%

          Customer satisfaction
          across 84,000+ orders

          2

          Dedicated agents to cover
          the busiest shifts each day

          16

          hours per day coverage
          with high ticket volume

          OCG

          Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

          Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

          They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

          OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

          Challenge

          Beat the underperforming internal team while support volume grew

          OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

          This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

          OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

          We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

          We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

          We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

          We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

          Solution

          2 shared agents, 2 different time slots

          Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

          Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

          This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

          We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

          Results

          Outperformed the existing team within 3 months

          Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

          Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

          Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

          Industry

          eCommerce

          Team Size

          2 hybrid support agents

          Get started
          TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
          healthystufflogo
          openvpn-logo
          wowcube-logo-min
          makeuperaser-logo
          OCG logo
          fixd-logo-min
          privatetunnel-logo-min
          paperform-logo-min
          cointree-logo-min
          japonesque-logo
          Case Studies
Case Studies
Case Studies

          Case Studies

          24/7 support for pre-orders with huge hype
          View case study
          90%+ CSAT with 24/7 coverage across 5 brands
          View case study
          Beat their internal team's CSAT in just 3 months
          View case study
          View Case Studies
          How It Works How It Works
          How It Works

          Outsourcing your customer service
          has never been this easy.

          Define Your Needs Define Your Needs
          Define Your Needs

          Submit a contact form and give us some information about your company needs.

          More About Our Process
          Get A Quote Get A Quote
          Get A Quote

          In as little as one email or call, we can get you a competitive quote for our services.

          More About Our Process
          Approve Proposal Approve Proposal
          Approve Proposal

          Your team approves our plan and we go over the formalities before getting started.

          More About Our Process
          Assign Agents Assign Agents
          Assign Agents

          We match your campaign with the best available agents that we think are a fit for your brand.

          More About Our Process
          Agent Training Agent Training
          Agent Training

          Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

          More About Our Process
          Go Live! Go Live!
          Go Live!

          After successful training, we go live. We stay in contact with your team and do ongoing QA.

          More About Our Process
          https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

          Leading Support As A Service Provider.

          Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

          Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

          Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

          Have any questions for us?

          Dont’t hesitate to contact us.

            We Integrate Seamlessly

            We have experience with all the major softwares to
            help craft the perfect support team.

            Want to learn more about how we can connect to your systems? Chat with sales

            CUSTOMER SERVICE OUTSOURCING EXPERTS

            We can handle any task in any industry.
            We've seen it all.

            Live Chat Services HiredSupport
            Live chat
            Email And
            Support Tickets
            Dedicated call
            center
            Data
            Entry
            Virtual
            Assistants
            Social Media Management
            Back Office
            Administration
            Answering
            Services
            eCommerce
            and Retail
            SaaS
            Shopify
            Support
            Amazon Seller
            Management
            OUR ONBOARDING PROCESS

            Get started as soon as this week

            1
            Define your needs

            Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.

            2
            Get a quote

            In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.

             

            3
            Approve quote

            Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding. 

            4
            Onboarding

            Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.

            5
            Training

            We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.

            6
            Go live!

            After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.

            Leading Support As a Service Company

            We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.

            livechat-partner-badge
            clutch-review
            Top Customer Support Outsourcing Company
            Top Virtual Assistant Company
            Top Inbound Call Center Service
            Top Call Center Riverside
            Top BPO Company Riverside
            Top Data Entry Company Orange County
            Top Medical Billing Company Riverside
            Top Legal Outsourcing Company
            Top Virtual Receptionist Company
            Top Telemarketing Company
            Top Survey Company
            Top Third Party Verification Company
            Notable clients E-commerce Marketplace SaaS Fitness Tech Notable clients E-commerce
            Marketplace
            “The quality of HiredSupport agents has been fantastic. Their remote, work from home solution really has been top notch. We’ve been able to build a CX team with consistent culture, standards and performance.” Jessica Warren, Global Support Manager at 99designs, the worlds largest creative platform for custom graphic design. Read the case study
            SaaS
            Fitness
            “We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without HiredSupport help.” Shannon Vilmin, Vendor Operations Specialist at ClassPass, transforming the fitness industry, raised $285 million Series E funding in January 2020. Read the case study
            Tech
            “Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + HiredSupport delivers fast resolutions for all of our customers.” Andi Ancheta, VP of Customer Success at Karbon, raised $11+ Million over four rounds. Next generation practice management software for accounting firms. Read the case study

            Sample experience

        • eCommerce Support
          • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

            We outperformed
            OCG's internal
            support team easily!

            OCG had a KPI of us beating their internal team's CSAT scores.
            We were able to beat their team who had worked for years in
            just 3 months. We kept customers and suppliers happy!

            • Free Trial
            • Get A Quote
            WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

            91%

            Customer satisfaction
            across 84,000+ orders

            2

            Dedicated agents to cover
            the busiest shifts each day

            16

            hours per day coverage
            with high ticket volume

            OCG

            Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

            Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

            They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

            OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

            Challenge

            Beat the underperforming internal team while support volume grew

            OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

            This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

            OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

            We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

            We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

            We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

            We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

            Solution

            2 shared agents, 2 different time slots

            Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

            Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

            This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

            We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

            Results

            Outperformed the existing team within 3 months

            Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

            Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

            Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

            Industry

            eCommerce

            Team Size

            2 hybrid support agents

            Get started
            TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
            healthystufflogo
            openvpn-logo
            wowcube-logo-min
            makeuperaser-logo
            OCG logo
            fixd-logo-min
            privatetunnel-logo-min
            paperform-logo-min
            cointree-logo-min
            japonesque-logo
            Case Studies
Case Studies
Case Studies

            Case Studies

            24/7 support for pre-orders with huge hype
            View case study
            90%+ CSAT with 24/7 coverage across 5 brands
            View case study
            Beat their internal team's CSAT in just 3 months
            View case study
            View Case Studies
            How It Works How It Works
            How It Works

            Outsourcing your customer service
            has never been this easy.

            Define Your Needs Define Your Needs
            Define Your Needs

            Submit a contact form and give us some information about your company needs.

            More About Our Process
            Get A Quote Get A Quote
            Get A Quote

            In as little as one email or call, we can get you a competitive quote for our services.

            More About Our Process
            Approve Proposal Approve Proposal
            Approve Proposal

            Your team approves our plan and we go over the formalities before getting started.

            More About Our Process
            Assign Agents Assign Agents
            Assign Agents

            We match your campaign with the best available agents that we think are a fit for your brand.

            More About Our Process
            Agent Training Agent Training
            Agent Training

            Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

            More About Our Process
            Go Live! Go Live!
            Go Live!

            After successful training, we go live. We stay in contact with your team and do ongoing QA.

            More About Our Process
            https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

            Leading Support As A Service Provider.

            Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

            Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

            Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

            Have any questions for us?

            Dont’t hesitate to contact us.

              We Integrate Seamlessly

              We have experience with all the major softwares to
              help craft the perfect support team.

              Want to learn more about how we can connect to your systems? Chat with sales

              CUSTOMER SERVICE OUTSOURCING EXPERTS

              We can handle any task in any industry.
              We've seen it all.

              Live Chat Services HiredSupport
              Live chat
              Email And
              Support Tickets
              Dedicated call
              center
              Data
              Entry
              Virtual
              Assistants
              Social Media Management
              Back Office
              Administration
              Answering
              Services
              eCommerce
              and Retail
              SaaS
              Shopify
              Support
              Amazon Seller
              Management
              OUR ONBOARDING PROCESS

              Get started as soon as this week

              1
              Define your needs

              Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.

              2
              Get a quote

              In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.

               

              3
              Approve quote

              Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding. 

              4
              Onboarding

              Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.

              5
              Training

              We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.

              6
              Go live!

              After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.

              Leading Support As a Service Company

              We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.

              livechat-partner-badge
              clutch-review
              Top Customer Support Outsourcing Company
              Top Virtual Assistant Company
              Top Inbound Call Center Service
              Top Call Center Riverside
              Top BPO Company Riverside
              Top Data Entry Company Orange County
              Top Medical Billing Company Riverside
              Top Legal Outsourcing Company
              Top Virtual Receptionist Company
              Top Telemarketing Company
              Top Survey Company
              Top Third Party Verification Company
              Notable clients E-commerce Marketplace SaaS Fitness Tech Notable clients E-commerce
              Marketplace
              “The quality of HiredSupport agents has been fantastic. Their remote, work from home solution really has been top notch. We’ve been able to build a CX team with consistent culture, standards and performance.” Jessica Warren, Global Support Manager at 99designs, the worlds largest creative platform for custom graphic design. Read the case study
              SaaS
              Fitness
              “We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without HiredSupport help.” Shannon Vilmin, Vendor Operations Specialist at ClassPass, transforming the fitness industry, raised $285 million Series E funding in January 2020. Read the case study
              Tech
              “Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + HiredSupport delivers fast resolutions for all of our customers.” Andi Ancheta, VP of Customer Success at Karbon, raised $11+ Million over four rounds. Next generation practice management software for accounting firms. Read the case study

              Sample experience

          • Email Support
            • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

              We outperformed
              OCG's internal
              support team easily!

              OCG had a KPI of us beating their internal team's CSAT scores.
              We were able to beat their team who had worked for years in
              just 3 months. We kept customers and suppliers happy!

              • Free Trial
              • Get A Quote
              WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

              91%

              Customer satisfaction
              across 84,000+ orders

              2

              Dedicated agents to cover
              the busiest shifts each day

              16

              hours per day coverage
              with high ticket volume

              OCG

              Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

              Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

              They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

              OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

              Challenge

              Beat the underperforming internal team while support volume grew

              OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

              This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

              OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

              We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

              We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

              We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

              We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

              Solution

              2 shared agents, 2 different time slots

              Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

              Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

              This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

              We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

              Results

              Outperformed the existing team within 3 months

              Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

              Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

              Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

              Industry

              eCommerce

              Team Size

              2 hybrid support agents

              Get started
              TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
              healthystufflogo
              openvpn-logo
              wowcube-logo-min
              makeuperaser-logo
              OCG logo
              fixd-logo-min
              privatetunnel-logo-min
              paperform-logo-min
              cointree-logo-min
              japonesque-logo
              Case Studies
Case Studies
Case Studies

              Case Studies

              24/7 support for pre-orders with huge hype
              View case study
              90%+ CSAT with 24/7 coverage across 5 brands
              View case study
              Beat their internal team's CSAT in just 3 months
              View case study
              View Case Studies
              How It Works How It Works
              How It Works

              Outsourcing your customer service
              has never been this easy.

              Define Your Needs Define Your Needs
              Define Your Needs

              Submit a contact form and give us some information about your company needs.

              More About Our Process
              Get A Quote Get A Quote
              Get A Quote

              In as little as one email or call, we can get you a competitive quote for our services.

              More About Our Process
              Approve Proposal Approve Proposal
              Approve Proposal

              Your team approves our plan and we go over the formalities before getting started.

              More About Our Process
              Assign Agents Assign Agents
              Assign Agents

              We match your campaign with the best available agents that we think are a fit for your brand.

              More About Our Process
              Agent Training Agent Training
              Agent Training

              Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

              More About Our Process
              Go Live! Go Live!
              Go Live!

              After successful training, we go live. We stay in contact with your team and do ongoing QA.

              More About Our Process
              https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

              Leading Support As A Service Provider.

              Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

              Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

              Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

              Have any questions for us?

              Dont’t hesitate to contact us.

                We Integrate Seamlessly

                We have experience with all the major softwares to
                help craft the perfect support team.

                Want to learn more about how we can connect to your systems? Chat with sales

                CUSTOMER SERVICE OUTSOURCING EXPERTS

                We can handle any task in any industry.
                We've seen it all.

                Live Chat Services HiredSupport
                Live chat
                Email And
                Support Tickets
                Dedicated call
                center
                Data
                Entry
                Virtual
                Assistants
                Social Media Management
                Back Office
                Administration
                Answering
                Services
                eCommerce
                and Retail
                SaaS
                Shopify
                Support
                Amazon Seller
                Management
                OUR ONBOARDING PROCESS

                Get started as soon as this week

                1
                Define your needs

                Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.

                2
                Get a quote

                In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.

                 

                3
                Approve quote

                Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding. 

                4
                Onboarding

                Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.

                5
                Training

                We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.

                6
                Go live!

                After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.

                Leading Support As a Service Company

                We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.

                livechat-partner-badge
                clutch-review
                Top Customer Support Outsourcing Company
                Top Virtual Assistant Company
                Top Inbound Call Center Service
                Top Call Center Riverside
                Top BPO Company Riverside
                Top Data Entry Company Orange County
                Top Medical Billing Company Riverside
                Top Legal Outsourcing Company
                Top Virtual Receptionist Company
                Top Telemarketing Company
                Top Survey Company
                Top Third Party Verification Company
                Notable clients E-commerce Marketplace SaaS Fitness Tech Notable clients E-commerce
                Marketplace
                “The quality of HiredSupport agents has been fantastic. Their remote, work from home solution really has been top notch. We’ve been able to build a CX team with consistent culture, standards and performance.” Jessica Warren, Global Support Manager at 99designs, the worlds largest creative platform for custom graphic design. Read the case study
                SaaS
                Fitness
                “We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without HiredSupport help.” Shannon Vilmin, Vendor Operations Specialist at ClassPass, transforming the fitness industry, raised $285 million Series E funding in January 2020. Read the case study
                Tech
                “Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + HiredSupport delivers fast resolutions for all of our customers.” Andi Ancheta, VP of Customer Success at Karbon, raised $11+ Million over four rounds. Next generation practice management software for accounting firms. Read the case study

                Sample experience

            • Help Desk Agents
              • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

                We outperformed
                OCG's internal
                support team easily!

                OCG had a KPI of us beating their internal team's CSAT scores.
                We were able to beat their team who had worked for years in
                just 3 months. We kept customers and suppliers happy!

                • Free Trial
                • Get A Quote
                WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

                91%

                Customer satisfaction
                across 84,000+ orders

                2

                Dedicated agents to cover
                the busiest shifts each day

                16

                hours per day coverage
                with high ticket volume

                OCG

                Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

                Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

                They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

                OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

                Challenge

                Beat the underperforming internal team while support volume grew

                OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

                This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

                OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

                We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

                We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

                We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

                We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

                Solution

                2 shared agents, 2 different time slots

                Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

                Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

                This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

                We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

                Results

                Outperformed the existing team within 3 months

                Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

                Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

                Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

                Industry

                eCommerce

                Team Size

                2 hybrid support agents

                Get started
                TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
                healthystufflogo
                openvpn-logo
                wowcube-logo-min
                makeuperaser-logo
                OCG logo
                fixd-logo-min
                privatetunnel-logo-min
                paperform-logo-min
                cointree-logo-min
                japonesque-logo
                Case Studies
Case Studies
Case Studies

                Case Studies

                24/7 support for pre-orders with huge hype
                View case study
                90%+ CSAT with 24/7 coverage across 5 brands
                View case study
                Beat their internal team's CSAT in just 3 months
                View case study
                View Case Studies
                How It Works How It Works
                How It Works

                Outsourcing your customer service
                has never been this easy.

                Define Your Needs Define Your Needs
                Define Your Needs

                Submit a contact form and give us some information about your company needs.

                More About Our Process
                Get A Quote Get A Quote
                Get A Quote

                In as little as one email or call, we can get you a competitive quote for our services.

                More About Our Process
                Approve Proposal Approve Proposal
                Approve Proposal

                Your team approves our plan and we go over the formalities before getting started.

                More About Our Process
                Assign Agents Assign Agents
                Assign Agents

                We match your campaign with the best available agents that we think are a fit for your brand.

                More About Our Process
                Agent Training Agent Training
                Agent Training

                Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

                More About Our Process
                Go Live! Go Live!
                Go Live!

                After successful training, we go live. We stay in contact with your team and do ongoing QA.

                More About Our Process
                https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

                Leading Support As A Service Provider.

                Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

                Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

                Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

                Have any questions for us?

                Dont’t hesitate to contact us.

                  We Integrate Seamlessly

                  We have experience with all the major softwares to
                  help craft the perfect support team.

                  Want to learn more about how we can connect to your systems? Chat with sales

                  CUSTOMER SERVICE OUTSOURCING EXPERTS

                  We can handle any task in any industry.
                  We've seen it all.

                  Live Chat Services HiredSupport
                  Live chat
                  Email And
                  Support Tickets
                  Dedicated call
                  center
                  Data
                  Entry
                  Virtual
                  Assistants
                  Social Media Management
                  Back Office
                  Administration
                  Answering
                  Services
                  eCommerce
                  and Retail
                  SaaS
                  Shopify
                  Support
                  Amazon Seller
                  Management
                  OUR ONBOARDING PROCESS

                  Get started as soon as this week

                  1
                  Define your needs

                  Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.

                  2
                  Get a quote

                  In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.

                   

                  3
                  Approve quote

                  Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding. 

                  4
                  Onboarding

                  Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.

                  5
                  Training

                  We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.

                  6
                  Go live!

                  After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.

                  Leading Support As a Service Company

                  We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.

                  livechat-partner-badge
                  clutch-review
                  Top Customer Support Outsourcing Company
                  Top Virtual Assistant Company
                  Top Inbound Call Center Service
                  Top Call Center Riverside
                  Top BPO Company Riverside
                  Top Data Entry Company Orange County
                  Top Medical Billing Company Riverside
                  Top Legal Outsourcing Company
                  Top Virtual Receptionist Company
                  Top Telemarketing Company
                  Top Survey Company
                  Top Third Party Verification Company
                  Notable clients E-commerce Marketplace SaaS Fitness Tech Notable clients E-commerce
                  Marketplace
                  “The quality of HiredSupport agents has been fantastic. Their remote, work from home solution really has been top notch. We’ve been able to build a CX team with consistent culture, standards and performance.” Jessica Warren, Global Support Manager at 99designs, the worlds largest creative platform for custom graphic design. Read the case study
                  SaaS
                  Fitness
                  “We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without HiredSupport help.” Shannon Vilmin, Vendor Operations Specialist at ClassPass, transforming the fitness industry, raised $285 million Series E funding in January 2020. Read the case study
                  Tech
                  “Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + HiredSupport delivers fast resolutions for all of our customers.” Andi Ancheta, VP of Customer Success at Karbon, raised $11+ Million over four rounds. Next generation practice management software for accounting firms. Read the case study

                  Sample experience

              • Live Chat Support
                • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

                  We outperformed
                  OCG's internal
                  support team easily!

                  OCG had a KPI of us beating their internal team's CSAT scores.
                  We were able to beat their team who had worked for years in
                  just 3 months. We kept customers and suppliers happy!

                  • Free Trial
                  • Get A Quote
                  WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

                  91%

                  Customer satisfaction
                  across 84,000+ orders

                  2

                  Dedicated agents to cover
                  the busiest shifts each day

                  16

                  hours per day coverage
                  with high ticket volume

                  OCG

                  Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

                  Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

                  They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

                  OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

                  Challenge

                  Beat the underperforming internal team while support volume grew

                  OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

                  This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

                  OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

                  We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

                  We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

                  We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

                  We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

                  Solution

                  2 shared agents, 2 different time slots

                  Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

                  Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

                  This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

                  We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

                  Results

                  Outperformed the existing team within 3 months

                  Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

                  Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

                  Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

                  Industry

                  eCommerce

                  Team Size

                  2 hybrid support agents

                  Get started
                  TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
                  healthystufflogo
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                  OCG logo
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                  Case Studies
Case Studies
Case Studies

                  Case Studies

                  24/7 support for pre-orders with huge hype
                  View case study
                  90%+ CSAT with 24/7 coverage across 5 brands
                  View case study
                  Beat their internal team's CSAT in just 3 months
                  View case study
                  View Case Studies
                  How It Works How It Works
                  How It Works

                  Outsourcing your customer service
                  has never been this easy.

                  Define Your Needs Define Your Needs
                  Define Your Needs

                  Submit a contact form and give us some information about your company needs.

                  More About Our Process
                  Get A Quote Get A Quote
                  Get A Quote

                  In as little as one email or call, we can get you a competitive quote for our services.

                  More About Our Process
                  Approve Proposal Approve Proposal
                  Approve Proposal

                  Your team approves our plan and we go over the formalities before getting started.

                  More About Our Process
                  Assign Agents Assign Agents
                  Assign Agents

                  We match your campaign with the best available agents that we think are a fit for your brand.

                  More About Our Process
                  Agent Training Agent Training
                  Agent Training

                  Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

                  More About Our Process
                  Go Live! Go Live!
                  Go Live!

                  After successful training, we go live. We stay in contact with your team and do ongoing QA.

                  More About Our Process
                  https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

                  Leading Support As A Service Provider.

                  Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

                  Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

                  Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

                  Have any questions for us?

                  Dont’t hesitate to contact us.

                    We Integrate Seamlessly

                    We have experience with all the major softwares to
                    help craft the perfect support team.

                    Want to learn more about how we can connect to your systems? Chat with sales

                    CUSTOMER SERVICE OUTSOURCING EXPERTS

                    We can handle any task in any industry.
                    We've seen it all.

                    Live Chat Services HiredSupport
                    Live chat
                    Email And
                    Support Tickets
                    Dedicated call
                    center
                    Data
                    Entry
                    Virtual
                    Assistants
                    Social Media Management
                    Back Office
                    Administration
                    Answering
                    Services
                    eCommerce
                    and Retail
                    SaaS
                    Shopify
                    Support
                    Amazon Seller
                    Management
                    OUR ONBOARDING PROCESS

                    Get started as soon as this week

                    1
                    Define your needs

                    Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.

                    2
                    Get a quote

                    In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.

                     

                    3
                    Approve quote

                    Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding. 

                    4
                    Onboarding

                    Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.

                    5
                    Training

                    We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.

                    6
                    Go live!

                    After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.

                    Leading Support As a Service Company

                    We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.

                    livechat-partner-badge
                    clutch-review
                    Top Customer Support Outsourcing Company
                    Top Virtual Assistant Company
                    Top Inbound Call Center Service
                    Top Call Center Riverside
                    Top BPO Company Riverside
                    Top Data Entry Company Orange County
                    Top Medical Billing Company Riverside
                    Top Legal Outsourcing Company
                    Top Virtual Receptionist Company
                    Top Telemarketing Company
                    Top Survey Company
                    Top Third Party Verification Company
                    Notable clients E-commerce Marketplace SaaS Fitness Tech Notable clients E-commerce
                    Marketplace
                    “The quality of HiredSupport agents has been fantastic. Their remote, work from home solution really has been top notch. We’ve been able to build a CX team with consistent culture, standards and performance.” Jessica Warren, Global Support Manager at 99designs, the worlds largest creative platform for custom graphic design. Read the case study
                    SaaS
                    Fitness
                    “We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without HiredSupport help.” Shannon Vilmin, Vendor Operations Specialist at ClassPass, transforming the fitness industry, raised $285 million Series E funding in January 2020. Read the case study
                    Tech
                    “Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + HiredSupport delivers fast resolutions for all of our customers.” Andi Ancheta, VP of Customer Success at Karbon, raised $11+ Million over four rounds. Next generation practice management software for accounting firms. Read the case study

                    Sample experience

                • Lead Generation
                  • We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily! We outperformed
OCG's internal
support team easily!

                    We outperformed
                    OCG's internal
                    support team easily!

                    OCG had a KPI of us beating their internal team's CSAT scores.
                    We were able to beat their team who had worked for years in
                    just 3 months. We kept customers and suppliers happy!

                    • Free Trial
                    • Get A Quote
                    WE MET AND BEAT THEIR EXPECTATIONS IN JUST 1 MONTH

                    91%

                    Customer satisfaction
                    across 84,000+ orders

                    2

                    Dedicated agents to cover
                    the busiest shifts each day

                    16

                    hours per day coverage
                    with high ticket volume

                    OCG

                    Online Cycling Gear, also known as OCG, is a digital eCommerce business in the cycling gear niche which includes cycling jerseys, kits, and apparel. OCG was built by cyclists for cyclists, helping them achieve high-quality, affordable cycling jerseys.

                    Online Cycling Gear has shipped out 84,000+ orders since 2017, and continues to serve its customers daily across 71 countries, almost always with their trusty free shipping!

                    They accomplish this by having some of the largest cycling apparel ranges in the business while maintaining full control over its design, manufacturing, and supply chain. This allows them to always stay ahead of the curve by offering the best product selection at the best prices.

                    OCG’s mission is to help customers on their cycling journey to make their apparel and cycling need unique, affordable, and of course, comfortable, no matter where they are located.

                    Challenge

                    Beat the underperforming internal team while support volume grew

                    OCG had an internal team of 4 who had been working on the campaign for quite some time in the Philippines. Their work included answering emails and sometimes interacting with the fulfillment and production teams overseas using WeChat.

                    This wasn’t your standard, simple customer service role for eCommerce companies – this was a bit more involved. It included handling different areas in the pipeline for merchandise, as well as customer-facing.

                    OCG was noticing some underperforming customer service reps while evaluating their internal team and told us clearly what we needed to beat.

                    We set some KPIs, actively monitored them, and compared our agent’s work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were barely getting started.

                    We’re perfectly comfortable being told KPIs that we need to meet or beat, including ones that involve beating your current customer support team, whether it’s an internal team or a remote company.

                    We’ve been sized up across many of our competitors and done better in all areas including customer satisfaction ratings, accuracy scores, and reliability.

                    We’re always up for the challenge and we’re perfectly comfortable with tasks that don’t fit the average customer service role either. When you have an underperforming internal team coupled with a harder-to-do eCommerce customer service role than the average duties, that’s where we step in to bring up that customer satisfaction while doing the extra work.

                    Solution

                    2 shared agents, 2 different time slots

                    Never one to back away from a challenge, we proposed a unique arrangement where we would slot in one of our shared hybrid support agents to the busiest shift from Monday to Friday, with the idea that this agent would work alongside the existing team member, soaking up knowledge and documenting processes.

                    Then on weekends, a different shared agent would cover a previously empty shift, leaning on the other agent’s training and FAQs to provide support.

                    This arrangement, though unconventional, allowed us to discreetly learn OCG’s processes and policies, while also letting us get out ‘foot in the door’ in a bid to prove our worth, all for a fraction of the cost of one of the existing reps.

                    We set some KPIs and actively monitored them. Then we compared our agents’ work to their own internal team. This was the only true way to measure the quality of service we were delivering in comparison to the underperforming internal team who had worked on this campaign for years while we were just barely getting started.

                    Results

                    Outperformed the existing team within 3 months

                    Within 3 months of starting, despite the challenge of managing 2 shared agents in separate time slots whilst ensuring consistency, HiredSupport managed to beat every member of OCG’s existing team in all KPIs specified, namely CSAT, tickets handled, Average Response Time, and First Contact Resolution Rate.

                    Our CSAT stood at 87%, with the best response time and resolution rate, and second-best (by a narrow margin) tickets handled count.

                    Now that we had exceeded OCG’s expectations and proved ourselves worthy of their business, OCG let go of all but one member of their in-house team and HiredSupport took over the vacant shifts with full-time dedicated agents!

                    Industry

                    eCommerce

                    Team Size

                    2 hybrid support agents

                    Get started
                    TRUSTED BY MORE THAN 100+ COMPANIES AROUND THE WORLD
                    healthystufflogo
                    openvpn-logo
                    wowcube-logo-min
                    makeuperaser-logo
                    OCG logo
                    fixd-logo-min
                    privatetunnel-logo-min
                    paperform-logo-min
                    cointree-logo-min
                    japonesque-logo
                    Case Studies
Case Studies
Case Studies

                    Case Studies

                    24/7 support for pre-orders with huge hype
                    View case study
                    90%+ CSAT with 24/7 coverage across 5 brands
                    View case study
                    Beat their internal team's CSAT in just 3 months
                    View case study
                    View Case Studies
                    How It Works How It Works
                    How It Works

                    Outsourcing your customer service
                    has never been this easy.

                    Define Your Needs Define Your Needs
                    Define Your Needs

                    Submit a contact form and give us some information about your company needs.

                    More About Our Process
                    Get A Quote Get A Quote
                    Get A Quote

                    In as little as one email or call, we can get you a competitive quote for our services.

                    More About Our Process
                    Approve Proposal Approve Proposal
                    Approve Proposal

                    Your team approves our plan and we go over the formalities before getting started.

                    More About Our Process
                    Assign Agents Assign Agents
                    Assign Agents

                    We match your campaign with the best available agents that we think are a fit for your brand.

                    More About Our Process
                    Agent Training Agent Training
                    Agent Training

                    Training with the assigned agents to learn your business. Takes as little as a few days to 3 weeks.

                    More About Our Process
                    Go Live! Go Live!
                    Go Live!

                    After successful training, we go live. We stay in contact with your team and do ongoing QA.

                    More About Our Process
                    https://www.youtube.com/watch?v=XHOmBV4js_E ABOUT US Client Spotlight: HealthyStuff Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between. Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7. About us

                    Leading Support As A Service Provider.

                    Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.

                    Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.

                    Amaile | Viral Puzzle iOS App A girl showing happy face and pointing her finger towards leading support as a service provider. Learn More

                    Have any questions for us?

                    Dont’t hesitate to contact us.

                      We Integrate Seamlessly

                      We have experience with all the major softwares to
                      help craft the perfect support team.

                      Want to learn more about how we can connect to your systems? Chat with sales

                      CUSTOMER SERVICE OUTSOURCING EXPERTS

                      We can handle any task in any industry.
                      We've seen it all.

                      Live Chat Services HiredSupport