Genuine care for your clients is a must, and with the right foundation it’s fairly simple to achieve.
But it takes precious time and lots of effort. You could do it, of course…
Or you could let us handle it.
Get in touch
We use our proprietary VoiP solutions to connect to your system – or we connect directly to your software of choice, to be there for your clients 24/7 if needed, whenever they need a helpful and sympathetic voice on the other side of the phone.
A part of your customer base surely prefers keeping their interactions simple and easy, and getting what they need without opening their browsers and searching for your website to start a conversation. SMS is still the most practical solution, and one we like to keep open.
The cornerstone of eCommerce CX communication channels, live chat provides instant support to your customers. Paired with our agents’ ability to deliver a personal touch, it keeps your customers’ experiences delightful and smooth throughout their buying journey.
Email is king for the sporadic communicator and the enjoyer of all things old school. And, dare we say, the starting point and evergreen foundation of eCommerce CX. Or, more precisely, CX in general.
Social Media is where eCommerce is born, and where thrives and grows. Since a lot of your customers likely discovered your brand there, it only makes sense to keep an open door for customer support at the place where their journey with your brand began.
We source, staff, house, train and develop agents with one goal in mind: Your goal.
Every one of our agents is an employee, hired to service a single client, making them a truly integrated part of your team.
Our in-house quality assurance specialists are there to ensure every team is equipped with the tools they need for consistent CX excellence, stability and constant growth
We know the American consumer: their expectations, their trigger points and their pain. We are attuned to the western culture like no other BPO, and it is what drives our stellar track record.
Morph is a 24/7/365 BPO. We’re ready, willing and able to provide your clients and your teams with the support they need at any moment – even as they sleep in preparation for the next day.
We’ve used and researched every platform, tool and channel of communication in the world of eCommerce CX, making the integration into your environment that much easier.
Our positioning in the local job market gives us a unique ability to tap into the top 1% of our talent pool, and because we owe our reputation to the culture we nurture, keeping these A-players is even easier.
Just as your customers are top priority for our agents, so too are our agents for us. Roughly two thirds of your bill represents agent salaries, while the exact opposite is true for most of our competitors.
Our agents take home the lion’s share of the total because they do most of the work for You. This is Your expense breakdown.
With most of our competitors, these ratios are reversed. This bodes well for their profit margins, but not so much for You and not for Your ever-churning teams.
If you’re looking for a partner to tick all of your procedural and operational needs, you might find them in all four corners of the world. It’ll get the job done… for a time.
However, if you’re looking to build a standing group of dedicated agents who are on your team out of want and passion, and not a need to make ends meet, and if you’d rather pay them their worth as opposed to overpaying their employers, your choice shrinks down to where you are now.
To this little yellow button below.
Get in TouchThe customer experience entails everything from visiting your shop, to unboxing the order. We approach the CX process by mapping out the various touch points between these two events, and since customer support is there to provide assistance when things don’t go exactly as planned, our work starts when an issue arises:
A new ticket usually means a new problem to deal with, though it’s sometimes simply a question or a need for some guidance, both of which require deep familiarity with your product. As new tickets enter your CRM of choice (Gorgias, Zendesk, Intercom, Kustomer – whatever it is), they’ll follow categorization and promptly be assigned to an agent to handle. The agent will follow set rules, empathize with the customer and communicate using your brand voice, doing their best to resolve the issue, which is almost always more than enough.
If we’ve done our job right (And we have), the problem is fixed and the ticket is closed. From there, we move on to analyze the metrics – the time it took to respond to the customer (First Response Time), the time it took to address and fix the issue (Time To Close), and whether this was done in line with your brand voice and your company policy.
As the ticket gets closed, customer feedback is requested, either through your CRM or through proprietary software, such as Yotpo or Birdeye for example – This is crucial element in assessing the overall level of quality of customer service, and a precursor to a major element in customer retention – Reputation Management.
With the ticket being closed, and customer feedback collected, we have all the elements needed to move into quality assurance, where we take sample tickets from the entire pool of closed tickets, making sure to cover every individual within the CX team. Taking attributes such as efficiency, brand voice, product knowledge, empathy, active listening etc. into account, every ticket is scored on a 100-point scale, and the total results are gathered to form a grading system for each agent, as well as the entire team.
With all of the data at our disposal, we hold 1:1 sessions with each agent, address weak points, reinforce their strong points, and work toward getting every agent as close to the perfect score as possible. Parallel to that, we reassess our entire process based on the batch of tickets we’ve analyzed, work to identify problems in the system that might be causing any reoccurring issues with the customer’s experience, and take care of the root cause, to get into the next cycle from a better starting point.
This entire cycle is repeated on a weekly level, pretty much in the exact same way, though resulting in tweaks – large or small – that serve to make the entire customer journey that much better. Within a matter of weeks, we see a compounding improvement to the entire system, and as a result, better CSAT numbers, faster ticket closing (Ultimately leading to lower overhead, as less agents are able to handle more issues on a daily level), higher QA grade and, ultimately, happier customers and more brand advocates.
With CX running smoothly, the next step is leveraging all of that good work through reputation management
morph specializes in providing a range of services to eCommerce businesses, including Customer Service, Reputation Management, Shop Management and Operational Support; as well as specialized eCommerce roles in areas such as Marketing, Graphic Design, Web Design, Web Development, Project Management, Product Management etc.
At morph, we take great pride in our ability to hire and retain top talent, and in our ability to become a valuable asset to your brand. We take an unparalleled amount of ownership over each of our agents and our overall performance. We have never lost a client, and have kept our employee retention rate at 97% throughout the 10 years of our existence – and our online reputation across various platforms like Clutch, Gorgias, Google, Glassdoor etc. speaks for itself.
Lastly, we limit our portfolio to a maximum of 12 non-competing clients, in order to maintain and guarantee top-tier results and laser focus.
Our name – morph – stems from our ability to transform and be flexible. We’re able to accommodate clients who need us to provide expertise and manage their CX completely, just as well as the ones who’d like to have firm control over their CX and simply need a strong team to keep up with their CX executives and their vision. Dealer’s choice.
Our contracts are usually signed with a 1-year term, though our contractual clause allows our clients to cancel their contracts with a 30 day notice, without any penalties, and with no particular reason. We do our best to lock you in with the results we deliver, not with any fine prints or clauses in the agreement.
We are able to provide 24/7 coverage
Our pricing is all inclusive and flat, on a per-agent basis, and depending on a number of factors, falls anywhere between $2,300 and $2,500 for a full-time agent.
We require up to 3 weeks from the moment you decide to move forward until the moment our agents are ready for onboarding, which takes up to two more weeks, depending on your training and onboarding process. Being well positioned as an employer also means that we have a readily available talent pool, so the time it takes to start the onboarding process is usually shorter than the guarantee.
Aside from our online reputation across various platforms (With seriously vetted review processes), our clients are always open to a conversation with You, and to answering any questions you might have regarding our service, and their experience with morph.
