The Challenge: Providing Full CS Management Service at a Smaller Scale and Lower Cost

HelpFlow’s initial Full CS Management requires a minimum number of agents.  Since its launch, HelpFlow has been working on getting our Full CS Management service to a smaller scale at a lower cost.  

For this client, we aimed at creating a lower CS plan wherein we will provide 1 full-time CS agent.  We will train the agent on base tools and the agent will be able to handle any text-based communication to customers and back-end processes such as data entry or inventory management.  The agent will also be reporting to the client directly but will be using our management infrastructure and processes.  Then by Week 12, we will integrate the client into the CS Management process including the introduction of HelpFlow tools and management systems so that the client can take over and fully manage the CS Team with some support from HelpFlow.

Because of this adjustment, the specificity of the tasks being assigned to the agent, and the transfer of management to the client, we were able to provide our CS service at a lower cost with one exclusive agent to this client.

Onboarding HelpFlow’s Agent to the Client’s Established CS Process

One of the strong suits of our client is their established eCommerce processes.  That is why we were no longer shocked if one of their major concerns is the ease of onboarding and integration of HelpFlow into their process.  Any gap within the process will affect their operations and can result in a huge loss to the client.

On the other hand, HelpFlow prides itself on excellent communication both internally and externally.  We addressed this concern by executing multiple action items:

1. Establishing clear expectations and timelines - right from the onset, we’ve already created a solid timeline for onboarding and integration.  Weekly in the 3 weeks of onboarding, we’ve identified clear milestones and explained the expectations for the involvement of our clients within the process.  Below is the simple and clear timeline that we followed:
2. Week 1 - Sourcing and Hiring of Agent: During this week, HelpFlow did intense sourcing of candidates and because of this, we were able to endorse 3 candidates for hiring to the client.  They did an interview and then hired their preferred candidate.
3. Week 2 - Training for the agent: During this week, we did 2 days of training with HelpFlow to introduce the candidate to base tools and then 3 days of training with the client’s POC.  During the training with the client POC, the POC taught the agent company-specific processes and tasks that will be assigned to him.
4. Week 3 - Nesting: During this week, the agent starts performing the tasks assigned to him but with close supervision from the client POC and HelpFlow’s Operations Manager.
5. Close communication between HelpFlow and Client - during the first three weeks of the onboarding process, HelpFlow communicates heavily with the client to ensure that all of the tools needed by the agent and the knowledge required to perform the tasks are given to the agent.  A weekly meeting cadence is also established to ensure that milestones are being met but it started to slow down during weeks 4 to 8.  Communication is truly the key to making an outsourced CS team successful.

Goals for Working With HelpFlow

In the end, the client needed to see several things happening for our partnership to be a success.

1. Be able to launch and integrate seamlessly within 3 weeks.  This includes hiring, training, and deployment of an agent to nesting.
2. The transition of CS Management to the client on Week 12.
3. Improvement on current first response time and full resolution time.

Take the first step today and schedule your free strategy call.

The Strategy: Full Implementation and Management of a Customer Service Team by HelpFlow

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After performing a full Customer Service audit of the client’s business, HelpFlow was able to put up a Customized CS Strategy that would help the business achieve a scalable customer service team.  This strategy was built on the following strategic points:

Strategy #1: HelpFlow to Provide the Client a Full Customer Service Team for the Price of One Agent

HelpFlow’s CS Service doesn’t just provide our customers with an agent but a full CS Team composed of a Recruitment team, Training team, and Operations Management Team.  So by having HelpFlow, we will be responsible for sourcing candidates for the agent roles, onboarding and training new team members, and management of the whole team to ensure that SLAs are met, functions and duties are performed and performance management measures are applied when needed.

Strategy #2: HelpFlow to Learn the Business and its Internal Process, Recommend and Create Improvements and Integrate Client Into the Management Process, and Transition Management to Client

The first three weeks of onboarding involves hiring, training, and deployment of a CS agent into the client’s business.  Succeeding weeks will involve an audit of existing processes and then recommendation and deployment of improvement plans.  After HelpFlow improves the current process and creates additional processes and tools, the client is integrated into the process so that they can take over management of the CS agent on Week 12.