Delivering Excellence in Customer Service and Support
At the heart of our success is a commitment to quality and consistency in every interaction. Specializing in customer service (voice, email, and chat), appointment setting, and back-office support, we equip our teams with proven training manuals tailored to drive meaningful results for each client. These resources are continuously reviewed, updated, and audited to meet evolving industry standards—helping our clients streamline their operations, enhance customer satisfaction, and achieve their goals.
Explore how our expertise and dedication to excellence have made a difference for businesses like yours.
Our Client Success Stories
While confidentiality agreements limit the specifics we can share, we’re proud to have partnered with numerous clients across various industries. Here, we highlight a few of our most impactful success stories to showcase the results and value we bring to our partnerships.
VoIP Startup
Reducing Response Time & Enhancing Customer Satisfaction
Client Overview
A VoIP startup in Canada was facing significant delays in responding to customer inquiries, impacting client retention and satisfaction.
Challenges Faced
- Response time was exceeding one week due to limited internal resources.
- High volume of customer inquiries led to missed opportunities and decreased customer satisfaction.
- Limited focus on core business tasks as the team struggled to handle support requests.
Our Solution
We provided a dedicated email support team trained through our updated customer service manual, specifically designed to address VoIP industry concerns. The team’s training was focused on:
- Reducing response times while ensuring thorough, thoughtful replies.
- Offering proactive solutions to common VoIP issues and managing high-volume inquiries.
Results & Impact
- Reduced average response time from 7 days to under 24 hours.
- Increased customer satisfaction scores by 40%.
- Freed up the client’s internal team to focus on product development, allowing for faster feature rollouts.
Client Quote
Having the Makiling Outsourcing team handle our customer support has been game-changing. Their quick responses and attention to detail mean happier customers and more time for us to improve our product.“
R. Kho || Vice President of Operations
HVAC Startup
Streamlining Appointment Setting for Business Growth
Client Overview
An HVAC startup in the U.S. was seeking a reliable team to handle appointment scheduling, allowing them to focus on field service quality and customer acquisition.
Challenges Faced
- Scheduling conflicts were leading to missed appointments and lost revenue.
- Field technicians often received incomplete client information, causing delays.
- The company needed an efficient way to scale appointment scheduling as their customer base grew.
Our Solution
We assigned a specialized appointment-setting team trained in our operations manual, tailored to handle HVAC scheduling needs. This team was responsible for:
- Streamlining appointment scheduling, managing calls, and confirming client details.
- Implementing an organized booking system to eliminate conflicts and ensure seamless technician dispatch.
Results & Impact
- Increased appointment booking efficiency by 60%, reducing scheduling conflicts.
- Improved communication between the HVAC team and clients, leading to higher satisfaction.
- Allowed the client to increase its customer base by 30% without additional in-house resources.
Client Quote
Thanks to the Makiling Outsourcing team, we’ve been able to expand our client base without worrying about appointment mishaps. Their attention to detail keeps us organized and our customers happy!
A. Smith || Owner