Excellent customer service for startups - made simple.
We'll give your customers one more reason to love you.
For startups looking to support their growing customer base and increase brand loyalty,
Orca offers a high-end, outsourced customer service solution.
Top Agents
All of our agents are customer service naturals with American, Australian, or British accents. We thoroughly screen them for high level writing skills, emotional intelligence, and trainability, and rigorously train them in tone, best CS practices, as well as in your product and company-specific issues.
Scalable
We quickly scale up and down according to your fluctuating needs. If tickets are low, no problem. If volume spikes, we have you covered so your business doesn't fall behind. Despite seasonal variability in CS inquiries, we ensure your customers get fast responses even during the busiest times of the year.
Integrative
We view customer service as an extension of your product, sales, and marketing teams. We collect and analyze customer feedback and then work closely with your teams, so they can implement the changes that will keep your current customers happy and help you attract new ones.
Spend Less
It costs 5x as much money to
acquire a new customer as it does
to retain an existing one.
Make More
A 5% increase in your retention
rate will increase profits
by as much as 25-95%.
Get Started Today
Our Mission
**We’re raising the bar on customer service for startups. **Great companies are built atop even greater customer service. And great customer service is part of a culture and mindset that stems from the top of an organization.The problem is, customer service is generally regarded as a cost center (as opposed to a profit center) by management. It’s become a tool that is almost always under budgeted, under valued, and under utilized.But the truth is, customer service can be as much of a revenue generator as any other department. That’s where Orca steps in. We enable companies to increase customer loyalty, lower acquisition costs, and keep up with market trends... all through delivering exceptional service to your customers.
Our Team
Ian Mark, Co-Founder and CEO
Ian loves business. He holds a business degree from University of Michigan and has experience helping businesses grow as a VC, advisor, and employee leading growth and data teams. He is also Co-Founder of Olim In Tech, a non-profit organization helping immigrants integrate into the local tech ecosystem in Israel.
Polina Fradkin, Co-Founder and Chief Project Officer
Polina loves people. After receiving her B.A. from the University of Michigan, she was awarded the prestigious U.S. Fulbright Scholarship, which she conducted in Israel. An experienced customer service recruiter, she grew and retained an all-star, international, 100% remote support team for Mixtiles, a high-growth D2C startup in Tel Aviv.
Team Building & Management
Building and maintaining a top of the line customer service team is a difficult task. Just finding the talent alone is hard enough, but then when you consider the additional time, energy, and money it takes to train them and keep them happy, the task goes from being difficult to seemingly impossible. Luckily for you, Orca has developed a strategy for recruiting, training, managing, and scaling top of the line customer service teams.
Ticket Handling
Unfortunately, most companies view tickets as a burden instead of as the boon they actually are. Every time a customer reaches out to you and gives you their attention, whether its to complain or give you a compliment, you're being granted the opportunity to have a dramatic impact on their feelings and actions towards your company. We make the most out of these opportunities.
Data Collection & Analysis
Everybody knows how important data is for making decisions, but which data is the right data and how do you analyze it to achieve the maximum results? We know exactly which data is right to track and then we analyze it to obtain insights your teams can actually use to improve your bottom line.
Recruitment
The first step to having a top of the line customer service team is recruiting the top talent. We receive hundreds of applications and every one of our representatives passes a series of tests and interviews before being admitted to the training program. In order to pass these tests, applicants must be native English speakers, have high emotional intelligence, and possess other key traits that make a top of the line customer service representative.
Training
Our training program is comprised of three segments. The first segment teaches general customer service etiquette and best practices. The second segment focuses on the client company and is tailored to its specific needs (i.e. tone, product, software). Finally, for the third and last segment, we give trainees the opportunity to practice answering real tickets from real customers in real time.
Management
Our customer service representatives are treated well and in turn so are your customers. Along with managing employee schedules and ensuring all the work gets done, we provide our staff with state of the art facilities and a work culture that's both fun and productive.
Customer Engagement
We'll communicate with your customers via email, social media, phone, and live chat. We view every ticket as an opportunity to strengthen your relationship with customers, and as your brand ambassadors we'll make sure to leave every customer feeling like they're doing business with a company that truly cares about them and their needs.
Knowledge Base Building
A big problem that every organization faces is the potential loss of knowledge when experienced employees leave. We'll help you tackle this problem by building and keeping your knowledge base up to date. Also, in addition to preventing knowledge loss, knowledge bases are a great tool for providing customers with a way to help themselves and learn more about your products.
Customer Feedback
Customer feedback should be a vital part of any company's product life cycle. We collect and analyze what your customers are saying, so you can quickly respond to bugs, feature requests, UI/UX issues, and even general changes in the market.
KPI Selection and Tracking
Selecting the right KPIs to focus on is the most important decision for optimizing your customer service team. It will determine key decisions such as when to hire, who to fire, and who deserves a raise. One of the biggest problems we see today, is that most companies are optimizing for KPIs related to speed and efficiency (i.e. cost saving) as opposed to KPIs related to profitability and effectiveness (i.e revenue generating). Accordingly, we track all the industry standard KPIs, but we especially track and focus the KPIs that really matter.
The Young Startup
You're a young startup with customers, but not enough to justify hiring a full time employee dedicated to customer support. Maybe your CEO and/or other team members are dealing with customers (which isn't terrible), but there are other tasks they should be focusing on where they can be far more valuable. Even worse, maybe some of your customers are being ignored because there's no one whose job it is to engage with them across all channels.Orca will help you pick up the slack. We'll work with you to ensure your customers are being properly taken care of and engaged. There's no minimum, so you don't have to worry about paying for idle time.
The Growing Startup
You're a growing startup with at least one employee dedicated to customer service. Demand for your product has been picking up and now it's time to grow your customer service team.Easier said than done.Finding top notch customer support agents is difficult and the customer support position is notorious for high turnover rates. In addition, while your demand is fluctuating, it is a real challenge knowing exactly how many people to hire and keeping idle time to a minimum.Orca deals with all these issues. We work with top agents by screening for native English, high emotional intelligence, and trainability. We also don't have any minimum and can scale up or down at a moments notice.
Thank You
We will get back to you as soon as possible!