Callnovo

Callnovo was approached by Colorday, a U.S.-based e-commerce brand specializing in innovative pet products, to manage and optimize their customer support system for their Amazon and Shopify platforms. The company wanted an efficient response system for purchases, inquiries, installations, and refunds. They aimed for an exemplary customer service to maintain a positive brand reputation. Furthermore, Colorday hoped to outsource this task to a reliable team, thus giving them more room to focus on product development, marketing, and business expansion.

Callnovo was selected over other competitors primarily for their high ratings, reasonable pricing, favorable reviews and a one-stop business process outsourcing (BPO) solution powered by cutting-edge HeroDash AI and experienced manpower. The scope of the project included; providing pre-sale and post-sale customer support, managing communication via Amazon and Shopify, deploying AI agents to handle common queries, using Callnovo's HeroDash AI Copilot to enhance efficiency of customer service representatives, and managing ongoing support operations.

The partnership with Callnovo resulted in successful delivery of key services such as a dedicated customer support team for Amazon and Shopify operations, AI-powered customer assistance blended with human customer support, streamlined workflows for product inquiries, order management, returns, and refunds, and a scalable hybrid AI-and-human customer service model. They successfully reduced internal operational pressure, thus paving the way for Colorday's team to concentrate on the growth of their business.