5.2%
20%
Customer Service Agent
We conduct a completely customized recruitment process to find the perfect agent for your role. After meeting your team to understand your requirements, we hand-select an agent who not only meets your criteria, but also has a passion for your brand. You’ll receive an Agent Profile with your agent’s past experience, skills, interests, writing samples, and a personalized video intro. If you’re not completely satisfied with our selection, we’ll conduct a new round of recruitment until we find the perfect fit.
We take training seriously! Our agents undergo a rigorous 20-hour program covering Shopify, Gorgias, Zendesk, Subscription Management, E-Commerce Best Practices and Customer Service Best Practices. To further tailor our training, we analyze 150 of your past inquiries to create a brand-specific guide that familiarizes the agent with your top questions, answers, tone of voice, and processes. This process allows us to take a bulk of training off of your team’s hands, but we understand that every brand is unique and may have nuanced processes. Our agents can always hop on Live Training calls with your team to ensure they understand their responsibilities in depth. We always record these calls, making the onboarding of future team members a seamless process as your brand continues to grow.
Quality Assurance is at the heart of everything we do. Your agent will meet with a Team Lead regularly to go over opportunities for improvement so we can always ensure your agent is growing in their role. The Team Lead will look at how many tickets your agent is closing per day, their average response & resolution times, and will also spot-check 5 random tickets each week to confirm your agent is providing elevated responses to your valued customers. This information will be compiled into a weekly report that your team will have access to, so you are always in the loop with how things are going.
Supporting all of the channels your customers love, without limitations
We conduct a personalized recruitment process to bring on the perfect agent based on your brand's skill and personality needs. This team member is also dedicated to you, allowing them to become an expert in your brand.
E-commerce is what we do! All of our agents not only have an average of 4 years in the customer service space, but also an average of 2 years of customer service experience making them experts in the word that they will be doing, and comfortable in your existing tech stack.
We kick things off by building out training material based on your brand's historical customer service inquiries & processes to get your agent trained up on your brand-specific questions and tech stack.
You're never on your own... We conduct weekly reporting going over your agent's performance to assure that they're doing great work and continuing to get better and better in the role over time.
| In-House |  | Freelance Marketplace | Agencies | |
|---|---|---|---|---|
| Level Of Expertise | Varies | Vetted Top Experts | Low | Varies |
| Dedicated Agent |  | |  | Varies |
| Fee | $$$$ | $$ | $$ | $$$ |
| Customer Success Team | Varies | | | |
| 24 Hour Agent Coverage | | | | |
| Performance Tracking | Varies | | | Varies |
See why 500+ top E-Commerce brands trust Supprova to handle their customer support
I’m very impressed! Everyone we have spoken to at Supprova seems to really enjoy what they do and they are very passionate about what they do! Our Customer Success Manager, Michelle, is very helpful and resourceful, always asking how she could continue to help us out. Our agent is great! She is super nice, diligent, and just a pleasure to work with.
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I can’t even put into words what a great experience we’ve had with Supprova.
We want everyone on our team to be from Supprova!
