Aidey

BACKGROUND

Please describe your company and your position there.

Customer Success Manager of a Project Management Software company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We wanted to set up a remote team that will help us handle customers' tickets out of our office hours.

What were your goals for this project?

We aim to deliver quick and quality support to our customers and therefore wanted to extend our customer support hours so our customers worldwide will enjoy faster service. We needed people with experience working on a similar platform and have a good understanding of its functions.

SOLUTION

How did you select this vendor?

We found Aidey online, it seemed that they have experience in our line of business and scheduled a meeting with them, from there it was apparent for us that we were in the right place.

Describe the project in detail.

They manage our out of office hours customer success via email and chat. The team is responsible for answering any inquiries about the software. Any sales and advance technical concerns are forwarded to each corresponding department.

What was the team composition?

There are 4 people working with our team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our customers are pleased with the standard of service and quick response time of our support and the workload is eased from our in-house functions that handled the tickets up until that point.

How effective was the workflow between your team and theirs?

We use Trello and Jira for our communication and everything is going very well.

What did you find most impressive about this company?

All of the team members are competent and with suitable experience and they are engaged with their work. The company is also very considerate, we had less volume due to the pandemic and they’re able to make some adjustments for us.

Are there any areas for improvement?

No - they are doing a great job.

BACKGROUND

Please describe your company and your position there.

Project manager a software company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We wanted professional support for the call we receive so we can focus more on building and developing more critical tasks to the business

What were your goals for this project?

Increase the scale of our service to 24/07 support and reduce our costs for it.

SOLUTION

How did you select this vendor?

We got Aidey through reference

Describe the project in detail.

We needed a team to address our customers’ queries 24/07 and assist them mainly with onboarding.

What was the team composition?

4 Customer Service Representatives

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Since we started working with Aidey, we got better reviews and our speed of service improved due to the move to 24/07 support.

How effective was the workflow between your team and theirs?

The onboarding of the service took 2 weeks. The Aidey team was quick to adapt and the result was phenomenal. They have a streamlined process and keep a go-to checklist to help the rest of our team.

What did you find most impressive about this company?

The communication with the project manager was smooth from the beginning and it is apparent that they know what they are doing. Our team was setup with individuals with suitable skills and background so the onboarding was easier than expected.

Are there any areas for improvement?

They are not the cheapest in the market