Reveah CX – Customer Support FAQs

While our team has broad experience, we have a particular strength and focus on supporting e-commerce businesses. We understand the unique demands of online retail, from handling order inquiries and returns to providing pre-sales support and managing feedback. We also work with various other startups needing scalable customer support solutions.

Great question – this is key to our partnership approach! During onboarding, we work closely with you to develop a comprehensive knowledge base about your products, services, policies, and brand guidelines. We conduct dedicated training sessions for the agents assigned to your account, including mock interactions and tests. We ensure they understand your culture and can communicate with your passion for service, becoming a true extension of your brand.

Our talented customer support team operates primarily from our secure facility here in Davao City, Philippines. This allows us to provide high-quality, cost-effective support delivered by fluent English speakers with a strong customer service orientation.

Absolutely! We understand that e-commerce never sleeps. We offer flexible coverage options, including support during specific business hours, extended hours, weekends, and full 24/7/365 coverage, depending on your business needs and chosen plan. Let's discuss what works best for you.

We're passionate about delivering excellent service! We use a combination of methods: regular quality assurance checks (monitoring calls, chats, emails), tracking key performance indicators (KPIs) like Customer Satisfaction (CSAT), First Response Time (FRT), Average Handle Time (AHT), and Resolution Rate. We provide regular performance reports and hold collaborative review sessions with you to ensure we're consistently meeting and exceeding expectations.

Our team is proficient with a wide range of popular helpdesk, ticketing, CRM, and chat platforms (e.g., Zendesk, Freshdesk, Gorgias, Intercom, Shopify Inbox, HubSpot Service Hub, etc.). We can often integrate directly with your existing systems for a seamless workflow, or we can recommend and set up platforms if needed.

Protecting your customers' data is paramount. Our facility has strict security measures, and our agents receive rigorous training on data privacy protocols (including GDPR and other relevant regulations). We adhere to strict confidentiality agreements and utilize secure systems. Please see our Privacy Policy for full details.

That's a fantastic question! Partnering with Reveah CX here in Davao City offers a unique blend of benefits for businesses looking to elevate their customer experience:

• Access to Amazing Talent: The Philippines, and Davao City in particular, is renowned for its large pool of highly educated, tech-savvy professionals with exceptional English proficiency (often with neutral accents perfect for voice support!) and a naturally strong customer service orientation. We tap into this incredible talent to build your dedicated support team.

• Excellent Value & Cost-Effectiveness: Outsourcing to Davao City allows you to access top-tier customer support talent and infrastructure at a significantly more cost-effective rate compared to hiring in many Western countries. This means you can scale your support without breaking the bank.

• Cultural Alignment & Strong Work Ethic: Our team members generally have a high degree of cultural affinity with Western markets, making customer interactions smooth and natural. Plus, the Filipino work ethic is known for being dedicated, reliable, and positive – reflecting our own passion for service.

• Flexible Coverage (Including 24/7): Our location makes it easy to provide coverage across different time zones, including overnight support for your customers in North America or Europe, ensuring you can offer seamless 24/7 availability if needed.

• The Reveah CX Partnership Difference: Beyond the location advantages, you get our unique approach! We focus on building a true collaborative partnership, tailoring our support to your brand voice, investing heavily in training, and fostering a culture of fun and engagement within our teams. You also get dedicated oversight from our Operations Managers.

• Established BPO Hub: Davao City is a major, stable hub for business process outsourcing (BPO) with reliable infrastructure, ensuring operational continuity for your customer support.

In short, partnering with Reveah CX in Davao gives you the best of both worlds: world-class talent and service at excellent value, delivered by a team that genuinely cares about your success and your customers' happiness.

Getting started is straightforward! The first step is a discovery call with our Business Development Manager We'll discuss your specific customer support needs, volume, desired channels, and goals. From there, we'll propose a tailored solution, outline the onboarding process, and get ready to help you delight your customers!