Case Study: VoxRush’s Search for Excellent Outsourced Customer Support
VoxRush is a leading communications platform and technology company that provides voice, messaging, analytics, and cloud applications for service providers and resellers. We’re here to provide superior performance, unparalleled reliability, and world-class security.
As VoxRush continues its rise to the top as a communications platform, they needed some additional help supporting clients and began the process of outsourcing support, and that’s where iReply comes in.
VoxRush’s Dilemma
Success is invigorating, but there can be a side often never discussed: fast deployment of additional resources. When your business is hitting on all cylinders, the last thing you want to do is disrupt the positive flow, but being a savvy organization like VoxRush, they knew they needed a plan to scale their support. “We have aggressive growth targets…once we achieved critical mass, we then decided we need to bring on additional support staff,” recalls Nelson Chang, Co-Owner of VoxRush.
Their needs were unique because most businesses require support after hours and over the weekends, but in the case of VoxRush, they wanted more help during their East Coast business hours.
Funnily enough, Nelson Chang had a memorable customer service experience with a partner and asked if he could get the company’s contact information. Right then and there, the connection between VoxRush and iReply was born. Talk about an incredible beginning; VoxRush had impressive personal experience, which got them in touch with iReply and quickly became the front-runner in their search for outsourcing support help.
iReply’s Gameplan
The plan was straightforward: understand the client’s pain points and objectives and build a support system. Once the initial needs were established, iReply started diving into its talent pool to bring the best individuals who met the requirements to undergo an interview process with VoxRush. After reviewing numerous applications and conducting interviews, an individual was offered a full-time supporting role with VoxRush.
Immediately following the selection process, iReply put this individual through six weeks of training, going through all aspects of VoxRush, the technology and customers they service, and overall expectations.
iReply + VoxRush Partnership
Due to Nelson Chang’s positive experience with iReply representatives in the past, expectations were high, and iReply and its dedicated VoxRush representative exceeded those expectations.
“We love her… even though she’s halfway around the world, we have a great personal relationship with her. I’m invested in her success.” Nelson Chang, Co-Owner, VoxRush. Nelson continues by saying, “I like working with young people. I like trying to bring them along, and we have high expectations for her. I challenge her because I understand someone in her role…I want to ensure that she is getting something back, not just in terms of compensation. I’ve been in business for a while, whether that be my professional career or other entrepreneurial pursuits, and I’ve made some mistakes and learned from them. I’d like to pass anything like that on to her. I view it more of a working relationship than I think most do.“
Do You Need Help with Your Business? iReply has the Right Person for You!
The need for qualified individuals to help your organization isn’t stopping anytime soon. iReply can get the best people to support your business as soon as you need them. This isn’t about providing someone to answer a phone or respond to an email; we’re invested in your success so that this person will be a team member. If you’d like an experience like Nelson at VoxRush, contact us today, and let’s create a successful partnership.
