Dream Support

Dream Support is an eCommerce customer service outsourcing agency that guarantees an in-house level of service. They specialize in helping brands scale their support operations with US, UK, or global-based specialists. The company claims to be the only outsourcing agency that offers a money-back guarantee if KPIs are not met.

The company's process begins with a free, non-obligation trial where they study your support requests and create specific guidelines. Once approved, they launch real-time support handling and prepare reports on customer insights. This rolling contract approach allows businesses to scale up or down based on their needs.

Reviewers consistently praise the team's promptness in resolving issues and their high level of knowledge. Many customers highlight how the support team is always available and ready to assist with professionalism. The overall Trustburn rating is 3.9 out of 5 from 7 reviews, with a majority giving 4 or 5 stars.

The platform offers a 90% customer satisfaction score according to their own claims. They utilize tools like Gorgias and primarily serve clients running on Shopify. The team emphasizes extensive training and brand studies to ensure specialists can quickly jump into any eCommerce role.

Dream Support claims to have an average employee tenure of 2.5 years and a monthly voluntary attrition rate of 1.2%. They recruit, coach, and retain dedicated specialists to ensure the support style aligns with the client's values. This focus on retention is part of their quality service strategy.

The company states they have 7 years of experience in the industry. They position themselves as a premier partner for Shopify stores. Their designated, full-time specialists are designed to get to know the business tone of voice for personalized experiences.

Clients can choose from US, UK, or global-based specialists depending on their requirements. The setup process involves talking with the CEO, Nikita, to understand specific business goals. After signing an NDA, the team studies support requests to create detailed SOPs for handling cases.

The service includes creating an SOP specific to the brand and evolving with the business over time. Clients can scale their operations up or down as needed without long-term commitments. The team also provides customer insights and prepares reports as part of the rolling contract.

Some reviewers on Trustburn mention that the support team is highly knowledgeable and responsive to any questions or concerns. Others note that the team goes above and beyond to ensure customer satisfaction. The consistent theme is a reliable and prompt service delivery.

The company highlights that their specialists are eCommerce pros with extensive training. They emphasize that quality service is about people and put great effort into recruiting. This approach ensures that the support provided is aligned with the client's specific brand values.

The initial step involves a conversation with the CEO, Nikita, to assess fit and goals. If a match is found, a free trial begins where they study support requests. This is followed by approving guidelines and launching real-time support handling for the client's customers.

The service covers creating guidelines for handling each specific customer case. They integrate seamlessly into existing processes or help build brand-new ones. The team also handles support tasks and prepares reports as needed during the rolling contract period.

The company claims to have a 90% customer satisfaction score and works with brands like HidrateSpark and Astropad. They state that their designated specialists can truly get to know the business tone of voice. This ensures proactiveness that clients rave about.

The process includes studying support requests after signing an NDA. They create guidelines on how to handle each specific case. Once approved, they handle customer requests in real-time and provide customer insights. This step-by-step approach ensures alignment with business goals.

The official website of Dream Support is dreamsupport.io.