Company Information

**Human Support for EU&US-based Mid-sized E-commerce**

**Company Overview:**
WOW24-7 is a customer and technical support service provider that specializes in offering 24/7 or office hours omnichannel support to mid-sized E-commerce businesses in the EU and the US. Since 2016, the company has been assisting Customer and Technical Support Executives by providing comprehensive support solutions, eliminating the challenges associated with hiring, onboarding, training, and maintaining consistent Customer Satisfaction (CSAT). With expertise in various industries, including E-commerce, Travel, SaaS, and IoT, WOW24-7 has gained the trust of over 100 clients from more than 20 countries.

**Key Services:**
WOW24-7 offers a range of services tailored to the needs of mid-sized E-commerce businesses:
1. **Customer Support:** Providing omnichannel customer support to handle various inquiries.
2. **Technical Support:** Offering technical support for products and services.
3. **Operation Support:** Assisting with operational support to ensure seamless business processes.

**Client Achievements:**
- Achieving 96%+ CSAT.
- Zero security breaches.
- Up to 60% budget savings.

**Expertise:**
WOW24-7 specializes in supporting businesses in North America and Europe, with a focus on industries such as E-commerce, Travel, SaaS, and IoT.

**Operational Flexibility:**
The company adapts to the dynamic demands of client businesses, handling 100% of customer requests during seasonal spikes and new market expansions. Additionally, WOW24-7 offers the flexibility to scale down support teams during off-seasons or decreased product demand.

**Employee Attrition:**
WOW24-7 maintains a low employee attrition rate, at least twice lower than the industry average, attributed to a positive company culture, well-optimized business processes, and effective leadership.

**Key Performance Indicators (KPIs):**
WOW24-7 tracks and continuously improves over 20 KPIs, including:
- 1st Response Time
- First Call Resolution
- Missed Interactions
- Resolution Rate
- Resolution Time
- Abandoned Rate
- Interactions to Resolutions

**Data Security Standards:**
The company ensures data safety and security by adhering to strict guidelines and certifications, including GDPR, SOC2, ISO/IEC 27001, ISO9001, HIPAA, and PCI DSS.

**Service Models:**
1. **Shared Teams:** Ideal for organizations with low to medium volumes of customer requests.
2. **Dedicated Teams:** Suitable for companies with an average and large number of customer requests, requiring in-depth product knowledge.

In summary, WOW24-7 stands out as a reliable support partner for mid-sized E-commerce businesses, offering tailored services, achieving high CSAT, and providing flexibility to adapt to varying business needs.