Life before xFusion...
Adam Amnesia just forgot his password. Tiffany Tightwad believes she got double-charged last month (it says so on her credit card statement she refuses to send over). Bobby Badass is threatening to switch over to your biggest competitor if you don’t offer up a fat discount. Quentin Questions is asking you literally everything on the FAQ. And, Dennis The Menace just called you a name that would make your momma cringe.
And, just like that, your Monday went to hell in a handbasket
Life after xFusion...
After xFusion, all this keeps happening. The difference is that you never hear about it. And, more so, you don’t worry about it. You don’t worry about it because you know you have an outsourced A-team of dedicated agents and customer service aficionados making your unhappy customers happy and your happy customers even happier.
This lets you stay focused on the stuff you do best at your startup… the coding, the marketing, the running, and the blue sky thinking.
Bad customer service costs you money.
Good customer service costs you time.
Forget her, friend.
Please know we are lightyears better than your ex outsourced customer service team. Here’s how and why...
We were built for startups
(by startup entrepreneurs).
Our outsourced customer service team was built and tailored by two SaaS entrepreneurs experiencing the time-sucking, day-crippling, anxiety-inducing reality of serving our own customers. So, we built something to help ourselves. And now, you too.
You get your own agent (not everyone’s agent).
There is a dirty rotten practice not normally talked about in outsourced customer service. Generally, “dedicated” agents work three and sometimes as many as four accounts. Call us old-fashioned, but here at xFusion, we believe you should get what you pay for. Unlike some of our competitors who we won’t name, each and every one of our clients gets their very own dedicated agent....
We’re looking at you… Harvard.
We aren’t Ivy League. But, we’re damn proud to say that out of the thousands of applicants we get for our dedicated agent roles, we keep a highly-competitive 0.7%. It’s worth mentioning Harvard keeps 4.7%.
A Navy Seal grade customer service bootcamp (without the sharks).
Every single one of our dedicated agents goes through an intensive bootcamp where we train them on voice, tone, empathy, and clarity of communication. It’s kind of like Navy Seal training except without the log carrying and folks nearly getting eaten by Great White Sharks.
“Isn’t it pretty to think so?” Hemingway would be so proud.
Since the vast majority of communication nowadays takes place in the written format, we have a full-time writing coach that edits and guides on the basis of clarity and brevity. Find another outsourced customer service company that can claim something like that… we dare you.
We pay a lot (because we expect a lot).
The reason most outsourced customer service companies leave something to be desired is because they pay their dedicated agents pennies on the dollar. We pay our people over double what companies like Amazon pay their outsourced support, allowing them to focus all of their time and attention keeping you and your customers incredibly happy......
We want our dedicated agents to retire.
Like we just mentioned, at other customer service companies, dedicated agents make pennies on the dollar and have to work three jobs to make ends meet. We feel we have a social responsibility to give our people a vocation they can be proud of, and one day retire from. We pay our people well enough that they can put in a good, hard-working 8-hour shift, and then go home, relax and enjoy their lives. As a side-effect, we’ve found this balance drastically improves their productivity and quality of work, too.
We’re waiting by the phone like it’s the 1990s.
Golly Gee Wilikers. We’re getting butterflies just thinking about it. The idea of you picking up the phone and giving us a ring and asking us if... we… maybe wanna… take over your customer service. To which, we would say yes… obviously.
No. But, seriously. Let’s talk.
Our favorite quotes from a client interview
"I realized you were going to invite people on seats, warm bodies to be able to respond to human beings for me, but the idea that you were going to take on what's basically quite high-end consulting and I haven't had an invoice for that, not yet anyways (joking). That's an extraordinary
The entire way we're thinking about the future now is different because of the experience we've had working with you at xFusion, so I'm no longer dreading launching a new app. [...] I'm no longer worried about the additional
At some point we'll outgrow the number of team members we have at the moment and I have complete confidence that you guys will be able to go out and find another equally high quality, equally high caliber member to join in and that will not only allow us to handle more tickets and more people and the crazy season that's about to begin with eCommerce but also that would increase our
"I was jaded and cynical ... but in fact, it became clear that not only were we going to cope with this but it was going to be spectacular and it was amazing how quickly that
dawned on me"
Some stories about clients who’ve trusted us
with their customers and reaped the rewards
Are we not your cup of tea?
If we aren’t the right fit for you, don’t just stand there and break our hearts. Introduce us to one of
your friends or one of your friends’ friends. If it works out, we will give you 1,000 bucks.