Trusted by organizations with ~100% customer satisfaction score

What We Do

Responding to emails and chats from customers

Helping with delivery and product questions. Handling returns, replacements, exchanges, and more.

Handling social media

Taking over your comments/DMs on Facebook, Instagram, Google, elsewhere.

Scaling and mentoring your support team

Hiring, training, onboarding, and supervising agents; assigned eCommerce support manager; you always work with the same agent.

How We Do It

Research

Joining your company's mission and culture; analyzing and categorizing support requests; inheriting tone of voice and brand perception; translating your actions into guidelines.

Development

Improving key support metrics - shorter reply time, higher customer satisfaction, and more; implementing new ideas - e.g., proactive outreach to customers and influencers.

Documentation

Creating and updating - SOPs, SLA, FAQs, saved replies, knowledge base articles for smooth operation and scaling.

Data and insights

Monthly reporting with key metrics presented in one interactive report to track cancellations, refunds, returns, replacements and other meaningful data. See a report example.

We work directly in the tools you use - full transparency of every action

Begin with free onboarding

2 weeks to experience the quality and transparency of our work.

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Define a scope of work with your personal support manager.

A customer service manager with experience in eCommerce will work with you to understand your goals and create a work plan.

Maryna Paryvai, 3+ years of experience in managing growing eCommerce support teams. She created our tone of voice and brand perception analysis methods. Maryna’s Linkedin.

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Start trial with approving created guidelines and processes.

Your manager will onboard and mentor a dedicated agent (you will always work with the same person). Together they will study your support requests, how you handle them, and inherit your company's voice and tone.

Ivan, specializes in leading and scaling eCommerce support teams

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Evaluate our work and (once happy!) sign a month-to-month contract.

By the end of the free onboarding, we are all set and handling your customer support requests. Ready to revise SLA/SOPs and make it official!

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See what our clients have to say

The set up was smooth thanks to Veronica and Andrei, who thoroughly studied our tickets and existing processes. They helped us onboard the agents, who quickly got up to speed and are currently providing phenomenal support service.
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Nadya Nguyen,

CEO at HidrateSpark

Veronica and the rest of the Dream Support team have been phenomenal. With their help, we are now handling more support tickets than ever while lowering our response time and maintaining high-quality support.
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Matt Ronge,

CEO at Astro HQ

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Ready to get started?

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