Abby Connect

BACKGROUND

Introduce your business and what you do there.

I’m the VP of sales and marketing for a construction company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

They provide phone services for us. We use them in lieu of having a receptionist.

SOLUTION

How easy was the integration?

The integration process was very easy.

How did you come to work with Abby Connect?

They were not Abby Connect when we started using them. We have worked with Grasshopper before, but Abby Connect is much better.

What is the team dynamic?

I don’t know how many people are assigned.

How much have you invested with them?

When we first started using them, it was $199 but now our monthly bill is $240.79. They offer a pretty good value.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I haven’t tracked anything, so I don’t know how much time it saves me. What’s important to me is that we capture the calls that come in and that we’re aware of them. We haven’t had any complaints on our customer service. I get the calls to my personal phone or they will contact me and tell me that I’ve got a call and ask if I want to take it.

What did you find most impressive about them?

There was a feature that was offered for free for a certain period of time. It was a voice conversion to text option in which you’d receive the message via email. I liked it and thought it was a pretty nice tool, but didn’t continue to use it after the review period.

Are there any areas they could improve?

No. I’m happy with the service the way it is.

Have you ever had to interact with their support team for any technical issues?

Only once 2 years ago when I didn’t receive an invoice for one month.

Do you have any advice for potential clients?

If they use the service, they’ll get all of the information they need.

BACKGROUND

Introduce your business and what you do there.

I am an estate planning attorney at Grant Morris Dodds, PLLC.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

We wanted to have a back-up in case on-site receptionist was unavailable, so calls wouldn’t go to voicemail. We wanted our potential clients to be able to talk to someone live. We were losing 5%—10% of calls before.

SOLUTION

What was the scope of their involvement? 

We use them as off-site receptionists. It was surprisingly easy to integrate their services with our business. I thought it would take longer to integrate the phone technologies or that there would be delays when transferring calls, but it has been seamless. They initially spoke to our IT person, and within 24 hours we were up and running.

We gave them a script and procedures of how to answer calls for our law firm and they were ready to go.

How did you come to work with Abby Connect Virtual Receptionists?

I know Nathan [Owner, Abby Connect Virtual Receptionists] personally. They are really the only company I looked at because of my personal relationship with him.

How much have you invested in them?

We’ve spent less than $10,000. It is a variable rate based on call volume.

What is the status of this engagement?

We started using their services in June 2017 and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

My experience has been good. People have been complimentary of the receptionists. I’ve  had people ask how they could get set up with the same service for their own business.

How did Abby Connect Virtual Receptionists perform from a project management standpoint?

We are in contact with them around once a month for a check-in. It’s been a good experience.

What did you find most impressive about them?

When we contacted them, they said it would take 24 hours to get up-and-running, and that’s exactly how long it took. It was just what we needed.

Do you have any advice for potential clients of Abby Connect Virtual Receptionists?

The advice I have for anyone looking to hire their services is to take advantage of their free 14-day trial period. It will show what kind of call volume you have, and help you get appropriate pricing.

BACKGROUND

Introduce your business and what you do there.

I’m a retired lawyer. I shut down my old law firm and have one office where I do mediation services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

I was downsizing my office and didn’t want to have my own receptionist. They perform my receptionist tasks and take deliveries. I only need to pick up voicemails and don’t need to be in the office all the time.

SOLUTION

How easy was the integration?

The integration was pain-free. They set everything up for me. I moved from one office to another and they transferred everything over. I haven’t had to do any work with it.

Did you have to train them on your specific business?

They had me fill out a form on how the receptionists should answer the calls.

What was the main difference once you hired them from your business before?

Before retiring, I had five or six lawyers working for me and had 15 employees and 10 offices. I was just downsizing.

Any other services they provide for you?

They do my receptionist tasks and I get my calls through them. I know they provide copy services but I have my own printer and don’t use that service.

How did you come to work with Abby Connect Virtual Receptionists?

I found them on the Internet and checked out a couple of similar services. I concluded that they had the best office space for me. The office is only two minutes from my house.

What is the team dynamic?

They have quite a few receptionists working on the team.

How much have you invested with them?

I spend $1400 per month for the office.

What is the status of this engagement?

I started a year and a half ago, and I will continue using them until I decide to retire fully. I probably have two or three years left.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I get all my phone calls on voicemail while I’m not there. It’s pretty transparent.

What did you find most impressive about them?

My needs were pretty simple. I just needed an office and a receptionist who would take calls and collect my mail.

Are there any areas they could improve?

No. They do a great job.

Have you ever had to interact with their support team for any technical issues?

There’s a guy that runs the building and I’ve worked with him when I needed to get my Internet and office server going. He was very helpful.

How often do you contact management for quality assurance or other purposes?

Never.

Do you have any advice for potential clients?

If anyone is looking for office space where there are receptionists and other facilities, it's a great place.

BACKGROUND

Introduce your business and what you do there.

Platinum Properties is a real estate company. I’m the office and sales manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

We needed someone to take general phone calls and direct them to whoever it needed to go to.

SOLUTION

How easy was the integration?

It was a smooth transition.

Did you have to train them on your specific business?

We gave them a paper that told them how we want them to handle our calls.

What was the main difference once you hired them from your business before?

We have another assistant that handles some phone calls, as well. We just needed extra help.

Any other services they provide for you?

No.

How did you come to work with Abby Connect Virtual Receptionists?

We were looking for office space to rent and came across their space. They told us about their program and how they have virtual assistants.

Have you worked with a similar company before?

No. We’ve always had a receptionist that would answer our calls.

How much have you invested with them?

We spend $1100 per month, but that’s for the office space and Abby Connect together.

What is the status of the engagement?

We started working with them 5 years ago.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Everything is going very well. They’re always pleasant to work with. We probably save $20,000 per year because we don’t have to have a receptionist that just handles our calls. Most of the feedback I get is that they’re very pleasant. Every now and then, they might be inundated with calls and people are on hold a long time, but most of the time I get positive feedback. They’re very accommodating and we’re very happy with them.

What did you find most impressive about them?

I’m impressed by how pleasant they are. They’re really good to work with.

Are there any areas they could improve?

If they’re overwhelmed with calls, they might need to end the calls quicker. I’ve only had that complaint a few times.

Have you ever had to interact with their support team for any technical issues?

If the phones go down or there are any technical issues, they are quick to fix it.

How frequently are you in contact with them to update them?

We’ve been using them for so long that I don’t have to update them on anything. They know how to take our phone calls and how we like them handled.

Do you have any advice for potential clients?

Tell them exactly how you want your calls handled and who to direct them to. We may get someone new that doesn’t realize that our broker doesn’t want the calls to come directly to him. If there’s someone new, they need to explain to them to read the script so they know how to handle that.

BACKGROUND

Introduce your business and what you do there.

I have a financial services firm. I'm an investment advisor and I have an executive suite in the building in which Abby Connect provides the service. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

I'm a sole operator. I don't have any staff, so I choose to outsource.

SOLUTION

How easy was the integration?

Very easy. The phones are all set up and the virtual receptionists put the call through seamlessly. It was very easy.

What was the scope of their involvement?

I've got what's known as the full-service package. I've got the executive suite rental, the post office, the mailbox - my mail is received here and I have an office here. Phone calls are forwarded to my cell phone. If I'm out of the office, I'm sent a text message and an e-mail message, if I don't take the call the messages are forwarded to me. Pretty much everything I need is there.

Did you have to train them on your specific business?

Training was very easy. But, my company's needs aren't too complicated. I don't have a big sales script for them, but what they receive the calls very efficiently.

How did you come to work with Abby Connect Virtual Receptionists?

When I was searching for the executive suites, I was looking for something close to my house and so their service was very close to my house. It was cost effective and checked all the boxes of what I what I needed for my business.

How much have you invested with them?

I look at the total overall package, it's decent value for the money.

What is the status of this engagement?

Six or seven years at least and we continue to use their services.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I think Abby Connect has fit in very well with my overall business plans by providing me the quality service I need at a reasonable price, in order to help me maximize my bottom line.

Do you feel the service has heightened the customer service of your business?

Yes, I'd say so. I have received unsolicited comments from clients about the receptionists being very friendly and personable. That's a plus.

Were there any additional features you found impressive or didn’t expect before using Abby Connect Virtual Receptionists?

Technology has developed over time and I'm impressed by their ability to text me phone messages when I've missed a call; I don't know how many companies were offering that nine years ago. That's an impressive service. Forwarding to cell phones, of course, all of this was new to me back in 2008. I didn't have the services at my prior employment. It was all new to me, it was all a bonus. I’m very happy to have the services available to me.

Have you ever had to interact with their support team for any technical issues?

Occasionally I've had technical issues, but it’s nothing out of the ordinary and responder response has been very good.

How often do you contact their management for quality assurance or for other purposes?

I am in constant communication with management because they're right here in physical proximity but in terms of calling with regards to a problem or an issue that's pretty rare.

Advice for potential customers?

I would encourage all entrepreneurs, particularly solo professionals in the legal, financial, and real estate world to consider Abby Connect and their services because it's been a great help to my business development and my bottom line.

BACKGROUND

Introduce your business and what you do there.

We are Lasso Injury Law, an attorney's office, and I'm the owner.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

We get calls night and day. We get calls a lot of the time when I don't have a physical receptionist to answer the calls and so we figured a virtual receptionist service would be a perfect fit.

SOLUTION

How easy was the integration?

Integration was extremely easy.

Did you have to train them on your specific business?

Yes. I would give them a little script and tell them specifically how to communicate with incoming callers - things of that nature. Very, very easy.

How did you come to work with Abby Connect Virtual Receptionists?

I was in the building for which Abby connect was working out of.

How much have you invested with them?

About $1,800, annually.

What is the status of this engagement?

We’ve used them for about 10 years and were there one of their first clients right when they started. We use their services to this day.

How much time and money do you estimate this service saves you?

A whole lot. A lot of it has to do with having a physical person there answering or I'd have to be answering the phones after hours. The virtual receptionist service obviously saves a lot of money.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

To me, no complaints is the best compliment you can get, and we've received no complaints from any of our customers about the virtual receptionist service.

Do you feel the service has heightened the customer service of your business?

It’s helped it. Absolutely.

Were there any additional features you found impressive or didn’t expect before using Abby Connect Virtual Receptionists?

Yes, the e-mail voicemails. I thought you'd have to call-in and listen to the voicemails, but they actually e-mail the voicemails to me. It’s great and I can get them all the time.

Are there any areas they could improve?

None I can think of off the top of my head.

Have you ever had to interact with their support team for any technical issues?

Every now and then the Internet goes down and the power goes out. There's not much you can do about that. It's rare, but within 3 hours they're back up and running.

How often do you contact their management for quality assurance or for other purposes?

Weekly. They ask how everything’s going, is there anything we can do to improve, is everything good - that kind of thing.

Advice for potential customers?

I think it's very economical and also a great service. When you save money and have good service there's nothing better, for sure.

BACKGROUND

Introduce your business and what you do there.

We are a real estate company - we also do property management.

I am an Operations Manager there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

To find a convenient answering services solution for our company.

SOLUTION

What was the scope of their involvement?

Abby Connect answer the phones very courteously and professionally. They find out who's calling and why, then they'll either direct the call to myself or the owner of the company and we take it from there. If we're not there, they automatically do a voicemail and send it to our email within minutes. There is no delay with them at all. Everything is immediate.

Did you have to train them on your specific business?

They sat down with us in the beginning and we filled out a form of what we would like Abby Connect to do or questions our clients would like to ask. Then they asked us some questions to make sure we were all on the same page. It was very simple, very painless.

How did you come to work with Abby Connect Virtual Receptionists?

Our owner found them, I wasn't involved in that part of it. I don't know how much research she did or how many places she went. She liked the idea of the offices being connected with Abby Connect.

How much have you invested with them?

I don't know - that's something that the owner handles.

What is the status of this engagement?

I believe we started March 2016 and we still currently use their services.  

How much time and money do you estimate this service saves you?

You're talking about probably hiring somebody else, just to do what they do. It saves us a lot of money in payroll.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

What I hear most from my customers is how professional and courteous Abby Connect are. They have to put them on hold for a little while, always apologizing for that and being very friendly. I've never heard anything bad through my customers about the people that answer the phones here.

Do you feel the service has heightened the customer service of your business?

It's helped it. Absolutely. 

Were there any additional features you found impressive or didn’t expect before using Abby Connect Virtual Receptionists?

Customer service nowadays is pretty hard to find. It seems like a thing of the past and that's what impresses me the most about Abby Connect - how focused they are on customer service. My office is right outside of where they sit, so I hear them talking to customers a lot and their professionalism is extraordinary.

We love it. I've become familiar with a lot of the people that work in this building and I hear nothing but positive and good feedback about Abby Connect from them. I can listen to the receptionists too if I have my door open, it's amazing how they deal with customers. I've heard customers almost screaming over the phone because they have a problem. The Abby Connect receptionists here get them calmed down and their questions answered. I noticed it's a “thank you” and a “you're welcome” at the end, which is a great way to end a bad phone call. If you can accomplish that goal every time you get a bad call you're doing good. A lot of people get mad if they don't know the solution, but at least the customer can be directed to whoever can solve their problems - Abby Connect are awesome.

Are there any areas they could improve?

None that I can think of. I think they do a fantastic job.

Have you ever had to interact with their support team for any technical issues?

We had a couple of Internet issues that were fixed pretty much immediately.

How often do you contact their management for quality assurance or for other purposes?

I see the owner almost every day. We converse and everything I've ever asked for has been accomplished.

Advice for potential customers?

Yeah, use them. That's all I can say. You can say anything you want, but actually using them is going to prove to you whether it's worth it or not. The only thing that I would tell somebody is to give Abby Connect a chance. You'll find you'll be as happy as we are; everybody else in this building using them are just as ecstatic.

BACKGROUND

Introduce your business and what you do there.

I’m a licensed attorney, but I’ve been semi-retired and haven’t practiced as an attorney for a couple of years now. I provide ADR [alternative dispute resolution] services which includes services as a mediator, arbitrator, and in some cases, a short trial judge for the court system.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

Abby Connect had another name when I started working with them. They're a family-run business and I’ve always used their office space and reception services.

SOLUTION

How easy was the integration?

I never had any complaints. They told me what services I would get and I went with it.

Did you have to train them on your specific business?

I just sent them an email explaining my situation. They're professional and very eager to do things correctly in the way the client desires, and never show any lack of interest. I’ve changed my situation from time to time and I would email them to let them know what I’m trying to accomplish.

When I stopped practicing law, I kind of wound down and told them that I was only going to take calls of a certain type. I eventually reached a point when I was not taking any calls as an attorney but rather as an arbitrator, mediator, or short trial judge. Their response was always to please me and comply. For a layperson that is not familiar with legal terms, it can be tough to tell why a person is calling. I told Abby Connect that if in doubt go ahead and forward the calls to me.

I also made clear that I don’t want any sales calls and they‘ve seemed to be able to handle that one pretty well. I’ve always felt that they do a pretty good job under the circumstances of my unusual situation where I am turning away possible business.

What was the main difference once you hired them from your business before?

It wouldn’t have been cost-effective to hire a secretary or receptionist since I don’t have a high-volume business and I don’t get that many calls. It was enormously more beneficial to me to just have access to a receptionist service both in person and over the phone.

Whenever I have a mediation or an arbitration meeting in my office, they have live people there who greet the person and wait there until we’re ready to start. Overall, their services have been really valuable.

Any other services they provide for you?

I have the whole package with access to all the conference rooms in the building when I need to schedule either a meeting room or a boardroom. My license is held there and I have mail runners, drop-offs, access to the copiers, and the reception services.

It’s very pleasant to use their services as opposed to having a full-time employee. I have had part-time employees over the years, but it’s much better to use Abby Connect.

How much have you invested with them?

I’ve had a package deal ever since I started working with them, and I’ve never had to pay more than what that package costs as far as I recall. I currently receive all my services as a result of an arrangement for a fixed flat rate, which I made with the owners because I was their attorney on some rather important matters.

I think they consider me a good client because I don’t tie up a receptionist’s time as much and I probably only get one or two calls a day.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I haven't had any positive or negative feedback from customers and that’s because almost everything I do is court appointed. It’s kind of a mechanical situation where they are going to contact me to handle this particular case as an arbitrator or a mediator because my name came up. I can’t remember any adverse comments about the receptionist or anything like that. I have to assume, unless someone makes a complaint to me, that it’s being taken care of in a professional way.

What did you find most impressive about them?

There’s an automatic email sent when there’s a call after hours, which is helpful. It was an addition that they included at some point because I didn’t have that when I first started.

Are there any areas they could improve?

When I call some people, I’m on hold for a long time, but other than that, I don’t have anything that can be improved.

Have you ever had to interact with their support team for any technical issues?

Maybe once or twice a year there’s an issue where they let me know that the phones are down, but the problem has always been fixed quickly. I’ve only contacted the support team only a few times for reasons I can’t remember.

How often do you talk to management?

I send emails to the manager giving instructions for my calls as needed.

Do you have any advice for potential clients?

I can speak to other businesses like mine that have a small volume of calls—the service is very valuable and they’ve done the job for me quite well. I don’t know how they are for high-volume needs, though.

BACKGROUND

Introduce your business and what you do there.

We’re a luxury boutique real estate brokerage. We sell homes in Las Vegas, Nevada and in the rest of state, including luxury properties throughout those areas. I have 5 employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

We wanted professional support for the calls that come in. Our calls come in 24/7 and Abby Connect allows us to get longer coverage rather than having a full-time person that works from 9 a.m.-5 p.m. We have coverage 7 days a week until 10:00 p.m. and our clients get a live person versus voice mail or a recording.

SOLUTION

How easy was the integration?

They’re very professional and organized and they did a great job of getting us up and running on the service very fast. There has been no down time nor missed calls. Abby Connect helps cut my employee count down so I don’t have to hire as many people.

Did you have to train them on your specific business?

Yes. They were very good with training and took direction very well. They do a good job of supporting me either in person, over the phone, and through emails.

What was the main difference once you hired them compared to your business before?

It lowered my cost for staff and allowed me to be more effective because there was a live person to answer the phone after hours. I also saw overall increased productivity.

Any other services they provide for you?

There are different companies under the ownership of Abby Connect, and I have an office space in their building. They pretty much run my operation there, including the organization of the calls, mail, handling people coming in, etc. It’s like having virtual staff in person — they do it all for me.

How did you come to work with Abby Connect Virtual Receptionists?

They seemed to be the best of what I needed to represent, based on their professionalism and comparing them to the other interviews I conducted with other companies. They’re affluent and educated people.

What is the team dynamic?

They have a staff that rotates and I have a directory of all the people’s names. If I have a client that spoke with a certain person, I ask about their performance. Clients think I have full-time staff working 24/7. It’s very effective and gives me a level of service that works for my company.

How much have you invested with them?

We spend an average of $6,000 a year. I’ve invested $36,000 with them over the span of 6 years. Before hiring them, I would go through a part-time person in 6 months, spending up to $6,000. Abby Connect is well worth it and much more effective in covering more hours.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I hear from clients that when they call other real estate brokerages, they get voicemail and nobody calls them back. They call our company and someone positive and cooperative always picks up and helps them with their needs.

What did you find most impressive about them?

They have the latest technology and they utilize it very well. If you get a voicemail, it’s converted to an email or streaming voicemail. Everything comes to me and I don’t have to search for information.

Are there any areas they could improve?

No; they’ve done a phenomenal job for me.

Have you ever had to interact with their support team for any technical issues?

The phone lines have gone down maybe twice in 6 years, but that was the phone provider’s issue. When they went down, they notified every client. As soon as it was resolved, Abby Connect got us up and running again.

Do you have any advice for potential clients?

Reach out to them and take the time to compare potential vendors. Abby Connect really is the best. I looked at others, but there were no comparisons. Pricing was competitive, but Abby Connect's service is superior.

BACKGROUND

Introduce your business and what you do there.

TCFG Wealth is a financial advisory company. I am the lead advisor overseeing clients in multiple states. I’m the only person in my office.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

I was formerly with a larger company that had support staff, and when I left and went out as an individual, I didn’t have that support staff any longer. I needed somebody who could handle the inbound calls for my clients.

SOLUTION

What was the scope of their involvement?

It was very easy to integrate them as part of my team. They were receptive as to how I wanted the phones answered, what questions I wanted to have asked for screening of calls, and how to connect with me if I wasn’t in my office. They made it very seamless, whether I was in the office or out of the office and whether I was busy or not busy, as far as getting clients taken care of.

It didn’t seem to take too long for them to be familiar with my business. In fact, I actually had a company name change 6-7 months ago, and they were very quick to make that change. It was very seamless for clients. They’re very quick.

My business is fairly straightforward, and I pride myself on making sure that my clients are taken care of and getting the customer service they need. It starts with Abby Connect answering the phone. That was being done very well, and that’s what kept the good service going.

How did you come to work with Abby Connect Virtual Receptionists?

I rented some office space had Abby Connect start right away. Since time was of the essence, I decided to give it a try, not knowing much about it or even about some other services, for that matter. After a while, there was no need to really look around. They did a fantastic job from the get-go.

How much have you invested with them?

I spent between $49 and $249 per month depending on how involved they were.

What is the status of the engagement?

I started working with them in September or October 2015. I’m going to be utilizing this service again as I move my physical office.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

It saves me a ton of time. I don’t have to answer my phones. They let me know exactly who’s on the phone and what the purpose is for the call, so I can determine whether or not, at the moment, it’s a call that I need to take, or if I can have a message taken so I can get back to it later. It really helps me to focus on my tasks at hand and prioritize my day.

I don’t know that I’ve gotten new clients because of their service. I have gotten positive feedback from my current clients saying that my receptionist, who they think is actually mine, is very polite and very thorough. I think they’ve figured it out, because there have been different people that have answered the phone at different times, but I think that my clients believed it was somebody in my office who was handling the calls because of the professionalism and the straightforwardness.

What did you find most impressive about them?

One of the tools that I’ve enjoyed has been that, when I’m not in the office and they try to reach me remotely, and I’m also not available there, they will transcribe any message, and that will go to my email. If I’m in a meeting or somewhere where I can’t necessarily talk on the phone, but I can view an email, then I can determine exactly what it was that my client was looking for, and if it is something that is timely. Then I can excuse myself and go take care of it. It’s not invasive at all, and it helps give me the information that I need, even when I’m in an area where I may not be able to get to it right away.

Are there any areas they could improve?

I have been satisfied with everything that I’ve gotten from them. I’m sure that there are some services that would go beyond the phone services that I could use just as a sole proprietor, but I’m not sure they’re looking to venture out into that area.

Have you ever had to interact with their support team for any technical issues?

No. I’ve interacted with the ladies up front a few times, just to fine-tune some of the pre-qualification questions to callers so that I can have more specific information when they do try to connect them. They’ve been very quick to implement that. I haven’t needed any tech support.

Do you have any advice for potential clients?

I would recommend looking at some of the higher packages, because the additional services that come with it really do help your business feel seamless, as though Abby Connect and you are one, rather than an outsourced feeling.