Abby Connect

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Desert Dietitians, a group of registered dietitians who build insurance to counsel patients in an outpatient setting.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

The amount of time it took us to answer the phone and schedule appointments was high, and it didn’t seem like we needed the expertise of a dietitian to do that. Thus, we hired Abby Connect to help us alleviate some of that office time.

SOLUTION

What was the scope of their involvement?

Abby Connect helps us answer the phone and schedule appointments remotely. When they joined, a customer service representative helped me set up everything so that they could do their job. They also gave me some examples of the scripts they typically use, but I ended up creating the scripts myself because I wanted them to be specific to my business.

What is the team composition?

We work with 3–5 agents trained to answer our phones and a customer service representative who communicates directly with me.

How did you come to work with Abby Connect?

I had a dietetic intern who was doing a great job. Once, I told her about some of my business challenges, and she referred me to Abby Connect.

How much have you invested with them?

We’ve spent less than $5,000.

What is the status of this engagement?

We started working together around March 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to Abby Connect, our workload has decreased, hence our stress levels. Moreover, I’m very pleased with their services. Months after hiring them, I called my company as if I were a patient, and they still hadn't wavered in their professionalism. Overall, they’ve been a streamlined and easy service add to my business.

How did Abby Connect perform from a project management standpoint?

Abby Connect’s project management is great, and their customer service representative’s communication is great. Not only they’ve met my needs, but they’re also very friendly, helpful, and quick to respond. Moreover, integrating their service into my business was seamless, and they’ve made everything very easy for us from the start. We communicate via email.

What did you find most impressive about them?

Abby Connect’s agents are very professional, well-spoken, and easy to understand.

Are there any areas they could improve?

No, not really. Initially, we had an issue with our appointment scheduling software — it seemed like they wouldn’t be able to use it to schedule appointments for us. However, they solved that problem, and everything worked out fine.

Do you have any advice for potential customers?

Be as detailed and thorough as possible with what you want Abby Connect’s agents to say on the phone. Without a high level of detail, you’ll get a lot more voicemails and unresolved situations.

BACKGROUND

Introduce your business and what you do there.

We’re a law firm, and I’m part of the accounts and front desk team.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We hired them for their call center services.

SOLUTION

What was the scope of their involvement?

Abby Connect answers phone calls and takes messages for us whenever we’re not in the office.

What is the team composition?

We work with 2–3 people from their team.

How did you come to work with Abby Connect?

I’m not sure how because it was my boss who did the search and found Abby Connect.

What is the status of this engagement?

We started working with them in August 2022, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

Thanks to Abby Connect’s help, we’ve managed to keep up with our clients — we’re always getting their messages and responding to them.

How did Abby Connect perform from a project management standpoint?

We mainly communicate with them via email.

Are there any areas they could improve on?

No, we’re satisfied with their work.

Do you have any advice for potential customers?

I recommend working with Abby Connect.

BACKGROUND

Introduce your business and what you do there.

I’m the director of Louisville Hypnosis Academy. We provide hypnotherapy services to the general public.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We get a steady stream of new patients contacting us through our website and phone, so we needed someone very personable to answer incoming calls.

SOLUTION

What was the scope of their involvement?

Abby Connect provides us with call center services. They mainly answer and screen incoming phone calls from patients. They also forward those calls to us based on our direction; they forward some calls via email at times.

What is the team composition?

We work with three people from their team.

How did you come to work with Abby Connect?

We found Abby Connect through a Google search. We decided to work with them based on their solid reputation.

How much have you invested with them?

We’ve invested about $8,000–$10,000.

What is the status of this engagement?

We started working with them in February 2019, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

Thanks to Abby Connect’s services, we’ve seen a steady increase in new patients. Overall, we’re very pleased with their services, which is why we continue to work with them.

How did Abby Connect perform from a project management standpoint?

They always deliver on time, stay within budget, and respond to our needs promptly. For communication, we mainly interact via email.

What did you find most impressive about them?

We’re impressed with their personalized services. Their team is also very efficient.

Are there any areas they could improve on?

No, we’re satisfied with their work.

Do you have any advice for potential customers?

I definitely recommend working with them.

BACKGROUND

Introduce your business and what you do there.

I’m the managing CEO of an accounting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We were looking for a virtual receptionist.

SOLUTION

What was the scope of their involvement?

Abby Connect provides us with assistance answering our phones, taking messages, setting appointments, and other things of that nature. Initially, I explained how my business works, and we collaborated to create the scripts needed.

What is the team composition?

Initially, Hannah (Senior Sales Representative) took the sales call. Now, we have a designated person to communicate with whenever needed, and there’s also a whole team answering our calls behind the scenes.

How did you come to work with Abby Connect?

I found Abby Connect online and saw they were based in the US. When I called them, I noticed they had very professional people answering their phones, which was a good sign that they would do the same for me. Hannah was also amazing. She was very understanding and took the time to discuss our entire situation — it didn’t feel like a sales call.

How much have you invested with them?

We’ve spent less than $10,000.

What is the status of this engagement?

We first had a trial period at the beginning of 2022, and we officially started working together in April 2022. Our engagement is still ongoing.

RESULTS & FEEDBACK

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

I’ve listened to some of the calls Abby Connect takes from my clients, and they really connect with them. They have excellent empathy while remaining professional. Our staff relies on them because they really listen to the client’s issues and take great notes. Although they provide us with recordings, I don’t have to listen to the calls because the messages they take are always on point.

How did Abby Connect perform from a project management standpoint?

Abby Connect’s project management is superb. They’ve worked with me to ensure that my plan moves forward, taking into account my core values. They’ve also been flexible in keeping me updated throughout the engagement. We communicate via phone calls and emails.

What did you find most impressive about them?

Abby Connect’s receptionist services are awesome. They’re very enthusiastic about providing a good customer experience.

Are there any areas they could improve?

It would be great if Abby Connect offered rollover minutes on their plans.

Do you have any advice for potential customers?

Do it! They’ll help you.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of an emergency vehicle and public safety equipment supplier.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

Our business was growing pretty fast, so we were looking for somebody to help out our sales team with answering and screening calls and collecting information from customers.

SOLUTION

What was the scope of their involvement?

We use Abby Connect for their virtual receptionist services. Basically, their team is in charge of answering phone calls in a remote setup. We’ve also provided them with a script to follow.

What is the team composition?

We work with about 5–6 people from their team; we’ve only met with one of them.

How did you come to work with Abby Connect?

We found them through online research. We decided to go with them because they were based in the US, and we knew that we were going to be working with a dedicated team of receptionists.

How much have you invested with them?

We’ve spent about $1,200–$1,500 for their services.

What is the status of this engagement?

We started working with them in February 2022, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

Abby Connect has been able to handle a lot of our calls, about 20–25 calls per month. We’ve also received really good feedback from customers regarding their team of receptionists — highly professional and very good. 

How did Abby Connect perform from a project management standpoint?

We communicate with them via phone calls, email, and an online portal.

What did you find most impressive about them?

We’ve been impressed with how easy it is to work with them; they’re very professional.

Are there any areas they could improve on?

No, they’ve been great.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and director of business development of Dexterous Organizing, a professional organization and relocation services company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We’re in the midst of scaling our business, so I wanted to have a real person answering our phones and intelligently communicating with them to direct them to our sales funnel if required.

The first step of our marketing funnel is a discovery call. Over the several years of working with prospects, we found out that the discovery call was very important to closing the sale and moving them into the next step, which is paid consultation.

Although we tried several ways of avoiding a discovery call in the past, we discovered that talking over the phone with prospective clients was instrumental in closing sales. However, I was in charge of answering the phone, and sometimes clients called at inconvenient times when I couldn’t answer the phone because I was focusing on other aspects of my business. Thus, we decided to hire someone who could answer the phone and at least schedule a discovery call in our calendar to close the communication gap.

SOLUTION

What was the scope of their involvement?

Abby Connect helps us answer our phones remotely to respond to clients’ questions and schedule discovery call appointments when needed. Initially, they provided us with a 14-day free trial to demonstrate their services.

Part of Abby Connect’s service includes screening the calls. Sometimes, they call me to check if they can transfer calls directed to me instead of just taking a message, a service I didn’t expect to get but now absolutely love.

What is the team composition?

We’ve worked with Hannah (Senior Sales Representative) and an onboarding person. Additionally, they have several receptionists answering our phones whom I’ve dealt with.

How did you come to work with Abby Connect?

I was unhappy with my prior receptionist services provider. When I was looking for how to switch to a different company, Abby Connect was one of the first companies that I found. I also did some minor research on them and went into their website. Then, someone from their sales team called me, and we started collaborating.

How much have you invested with them?

We pay $300 per month, so we’ve spent around $900 in total, considering that we started paying them after the 14-day trial.

What is the status of this engagement?

We started working together in February 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Abby Connect’s services have been good so far. Initially, they did a great job onboarding into the project and understanding our needs; it was a great transition. Since having them on board, the amount of our discovery calls has increased. Additionally, every client I’ve talked to has told me they had a very pleasant experience talking with their receptionists.

Before working with them, we were missing various calls. For example, one time, my phone caught a call as a spam call, so I didn’t give it immediate attention. Days later, I listened to the voicemail and discovered that it was a real person asking about our services. Now, Abby Connect answers 100% of the incoming calls so that we don’t miss any opportunities.

Working with Abby Connect has also helped me increase my productivity because I don’t have to break concentration to answer calls when I’m focusing on other aspects of my business.

How did Abby Connect perform from a project management standpoint?

Abby Connect’s project management is excellent. They know what they’re doing and understand that if they do a good job, they’ll retain the business. They’re also very careful about how they do their work. For example, we work in different time zones, so they always ensure to schedule discovery calls in the right time zone for us.

Initially, Abby Connect’s onboarding person made notes about the time zone differences and told us that they would do everything they could to avoid a mistake from happening. Still, they told us that they couldn’t guarantee that it would never happen, so I really appreciated their honesty in being upfront about their capabilities and setting the right expectations. So far, we haven’t run into that issue, which is great.

We use Setmore to schedule the calls. Using this tool, Abby Connect accesses the client’s side and schedules calls in the name of the people who wants to get info about our services. We communicate via phone calls and emails.

What did you find most impressive about them?

Abby Connect is really professional and easy to work with. We’ve listened to recordings of their calls and heard how professionally they handle the occasions in which they can’t transfer calls to us, making us look good in the eyes of our clients and letting them know that they’re still a priority. Additionally, we really appreciated the 14-day trial that they initially provided; that gesture showed their competence.

Are there any areas they could improve?

It would be great if Abby Connect provided us with outbound call services to actively reach out to prospective clients. However, I know that they’re only a receptionist service.

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of BTS Research, a pre-clinical contract research organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We’re a small and lean company, but we’re very fast-paced and busy. Thus, we had not enough resources to address our receptionist needs adequately, so I started looking for remote receptionist services.
 

SOLUTION

What was the scope of their involvement?

Abby Connect provides us with remote receptionist services. Initially, I provided them with information to utilize, but they also gave us a very in-depth questionnaire with a lot of what-if questions for us to answer. Based on those answers and the information that I provided, their team was able to go live very quickly.

What is the team composition?

I’ve worked with two main points of contact from Abby Connect. First, I talked with a sales representative, and since, I’ve worked directly with a customer service manager who helps facilitate our engagement and addresses our concerns.

How did you come to work with Abby Connect?

I searched various companies and saw great reviews for Abby Connect. When I reached out to them, I had a very good connection with their team, so we started working together.

How much have you invested with them?

We’ve spent less than $5,000.

What is the status of this engagement?

We started working together in February 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We’re very satisfied with Abby Connect’s service; overall, they’re a very solid team. On a scale of 1–5, I would rate them a five.

How did Abby Connect perform from a project management standpoint?

Abby Connect’s project management has gone well. Although we’ve had some hiccups and changes to be made, those have been expected and addressed very well. We communicate via email and phone calls, from which email is our fastest channel of communication.

What did you find most impressive about them?

Abby Connect’s onboarding process was seamless. When I first discussed our needs with them, I told them the date we wanted to go live, and they aggressively made sure it happened.

Are there any areas they could improve?

Not really. There is a service that I would have liked if they provided it, but they currently don’t. Thus, considering what they offer and their cost, their service is excellent.

Do you have any advice for potential customers?

The best way to get the most out of your experience with Abby Connect is to be very specific about your needs and expectations upfront to ensure that everyone is on the same page.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing director of a B2B e-commerce company that sells recycling and waste equipment.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We needed 24/7 phone coverage. 

SOLUTION

What was the scope of their involvement?

Abby Connect provides us with receptionist services after regular business hours. We forward our calls to them at the end of every day. Then, we turn off the forwarding feature at the beginning of a new business day. They take notes from callers about their questions and orders. Their resources then deliver the notes via email to our sales team. At present, we’re considering Abby Connect for other services as well, such as chat support. 

What is the team composition?

We work with an account manager, and a team of Abby Connect agents answers our calls. More than 10 agents work for us as call center representatives at any given time. 

How did you come to work with Abby Connect?

I researched call centers on the internet, and Abby Connect had high customer satisfaction ratings. As a result, I hired them. 

How much have you invested with them?

We’ve spent around $5,000–$10,000. 

What is the status of this engagement?

We started working together in May 2021, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

So far, Abby Connect answers 10–20 calls per night. The team is extremely responsive, helpful, and accommodating to any changes in the service. They’ve effectively worked with us to optimize the answering services. 

On top of that, their resources are always willing to make improvements as needed. I’m always able to reach my account representative. She always gets back to me promptly, and we’ve never had any complaints from the customers. 

How did Abby Connect perform from a project management standpoint?

Abby Connect has managed the engagement effectively. I monitor the volume of calls and listen to recordings using the Abby Portal. I’m also able to provide feedback and hear customers from there. Moreover, I can view message logs and monitor invoices through the portal. To communicate, we mainly use emails or phone calls. 

What did you find most impressive about them?

They have excellent customer service and flexibility. 

Are there any areas they could improve?

Abby Connect should work thoroughly on their script before they get started. That way, their receptionists will know what questions they should and shouldn’t answer. 

Do you have any advice for potential customers?

Get in touch with my account representative. Apart from that, figure out your call volume before choosing a plan. The team is flexible in terms of changing and crediting calls. 

Keep track of the calls they answer in the first month so you can give an effective direction on how they can improve the way they handle calls. That way, you can ensure that not too much time is spent on every call — you can make them short and sweet.

BACKGROUND

Introduce your business and what you do there.

I’m the principal and owner of a small law firm with two attorneys and two paralegals.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We have an office with a lot of incoming calls from clients and other lawyers, so we need a receptionist to field all of those calls and make calls to clients. With the pandemic getting everyone working remotely, it became challenging for us to have staff on-site to fill that role. Thus, when we saw that companies offered remote receptionist services, hiring one seemed like a good fit for our needs.

SOLUTION

What was the scope of their involvement?

I use Abby Connect for their call answering and receptionist services; they exclusively handle our in and out communications. Their involvement includes receiving our calls, keeping a record of them, and making ongoing calls to clients when necessary.

When they joined, they obviously already mastered much of what we needed from them, such as phone etiquette, call transferring, and voicemail management. Thus, we just provided them with our parameters and information about our business.

Before working with them, we used an online-based phone service, so when we made the switch, we needed to pass that number to Abby Connect so that our calls didn't go to that other service. However, they helped us solve the issue, which was very helpful.

What is the team composition?

We mainly communicate with a point person from Abby Connect, with whom we address any issues and discuss additional services we might need. Additionally, we have three individuals dedicated to our phone line. At any given time, one of those three people is fielding our calls.

How did you come to work with Abby Connect?

My partner in the firm began to research different companies to fulfill our needs and found various service providers online. Then, we compared them against each other to get more information about their services, fees, and approaches to see which one would fit our needs better. We ultimately decided to work with Abby Connect because, among other things, their price was good.

How much have you invested with them?

We spend around $300 per month, for which we’re allotted a certain amount of minutes.

What is the status of this engagement?

We started working together around January 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

One of my paralegals told me that Abby Connect’s work is very good, and the absence of complaints from customers about our receptionist is a good indicator of that.

How did Abby Connect perform from a project management standpoint?

Abby Connect has performed very well. Their staff has been great, and getting them up and running was a very smooth process. Additionally, they’re very friendly and easy to talk to.

Our business is open 9 a.m.–5 p.m., and they always answer calls between those hours; we’ve never had a call unanswered. When working with our previous service provider, we received a lot of complaints about calls going directly to voicemail. However, we haven’t received a single complaint in that regard since working with Abby Connect.

When we need to touch base with them, we communicate via email or phone calls. Additionally, each time a call comes in, they sent me an email to confirm the contact, and they keep a record of the calls. These emails come to me instantly, which gives me the opportunity to call the client back if it is an urgent matter.

What did you find most impressive about them?

In general, Abby Connect’s work has been very good. They are very attentive and have great phone etiquette.

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

I can only recommend working with them; their service is really helpful.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager for a telecom municipal company. I help people manage their cable internet and telephone in Jackson, Tennessee.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We’re starting a new project where we’re selling the satellite signals are made into cable channels and ship to other cities and organizations across private circuits. Abby Connect is a call service between us and these customers.

SOLUTION

What was the scope of their involvement?

They provide 24/7 virtual receptionist services, greeting customers when they call, escalating them to the correct person according to the ordered list we provided, and then do a warm hand-off. They act as a stop-gap between us and our customers so we don’t receive surprise phone calls from numbers we don’t recognize and then greet them inconsistently or incorrectly. This way, our customer always receive the same professional greeting.

We came up with the scripts for Abby Connect.

What is the team composition?

I’ve worked with one main resource setting up our services. They took in the call list and tested our system.

How did you come to work with Abby Connect?

We found them through internet searching. I compared them to one other group, and Abby Connect seemed to be the more dedicated to what we were doing. They were very interested in our work. They had a good trial set up that allowed us to see how everything would work.

How much have you invested with them?

We spend around $400 per month.

What is the status of this engagement?

We’ve been working together since December 2021.

RESULTS & FEEDBACK

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

There haven’t been any dropped calls, and all calls have been escalated successfully.

They have different escalation lists for different times, and I’ve never seen them miss that up. They have an on-call number for nighttime and another list for when we’re in the office.

Regarding feedback, customers feel they’re being greeted better now than they were before we hired Abby Connect.

How did Abby Connect perform from a project management standpoint?

They’ve been on budget, and the timeline for ramping up was met. We communicate through their customer portal, which also contains call recordings and statistics.

What did you find most impressive about them?

They’re a small group of people that wants to know your business. I haven’t used another virtual receptionist to compare them to, but on the sales front, they seemed to be very dedicated to our business.

If they received a call about 100 cables channels being out, they wouldn’t be flustered by that. They know what kind of work we’re involved in.

Are there any areas they could improve?

No, no that I can think of.

Do you have any advice for potential customers?

It’s a very affordable service. Compared to all the other options, Abby is much more affordable.