Aidey

BACKGROUND

Please describe your company and your position there.

Technical Lead at a leading gas manufacturer with over 4+ factories across the nation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We recently launched our own eCommerce marketplace for selling our gas cylinders and other industrial appliances. And we hired Aidey for handling customer support on our behalf.

SOLUTION

How did you select this firm and what were the deciding factors?

We shortlisted agencies based on team size, expertise in eCommerce, and ratings and reviews. Aidey was selected as they had worked with several eCommerce companies and had good reviews online. We also interacted with a few of their previous clients. They talked positively of Aidey so we hired them.

Describe the project in detail and walk through their service package.

Their team first understood our platform and how it worked. Once they were ready, they started taking on live chats and calls. They also took care of emails and resolved tickets raised by our customers.

How many resources from the vendor's team worked with you, and what were their positions?

We were assigned a team of customer service specialists and a project manager who handled them.

RESULTS & FEEDBACK

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

Generally speaking Aidey enabled us to scale up as we wanted in terms of the support side of the business. Also, our customer engagement rate has improved, thanks to their amazing customer support. Their team was very supportive. Their average response time on chats was less than a minute and for emails, it was 6 hours - that’s quite impressive and in alignment with our project goals.

How effective was the workflow between your team and theirs?

Aidey is very flexible when it comes to adapting to business needs and that was reflected in every step of the way from technical setup to recruitment and ongoing day to day management and KPI’s .

What did you find most impressive or unique about this company?

Their team is dedicated, supportive, and highly skilled at handling customer service for an eCommerce platform like ours. They brought in many great ideas that added tremendous value to us. We’re happy with the way they have handled customer service on behalf of us.

Are there any areas for improvement or something they could have done differently?

They have been very friendly and supportive, nothing could have been any different.

BACKGROUND

Please describe your company and your position there.

Head of support and marketing of an e-learning platform.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

As a company we were growing in leaps and bounds. In the last six months, our users increased by 60%. Our team couldn’t manage all the queries from the users and thus we hired Aidey for handling our customer support. The primary goal was to decrease the average response time from 24 hours to 6 hours.

SOLUTION

How did you select this firm and what were the deciding factors?

Aidey was selected as they had worked with a few ed-tech start-ups previously and had a very good track record and reputation.

Describe the project in detail and walk through their service package.

Aidey team took over the entire customer service of our platform. They handle queries from customers via email and chat. Their team is fluent and very supportive. They are quick to adapt and easy to work with.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a team of customer support specialists, and a project manager.

RESULTS & FEEDBACK

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

Aidey team brought the average response time under 6 hours - which was a huge feat, considering the amount of queries we receive on a daily basis. That’s not all, their team maintain excellent customer satisfaction scores from the very beginning.

How effective was the workflow between your team and theirs?

The onboarding was quite smooth when it comes to recruitment time and training, they met the timelines and milestones in full. When it comes to day-to-day management, the communication is done via a Slack channel and the team is very responsive. There is a team leader that is taking care of our account when it comes to preparation of training materials, reporting, training about new features or new for new team members and more. .

What did you find most impressive or unique about this company?

Aidey’s management responds very quickly to our requirements, this speed is very much necessary for a business of our kind and that’s impressive!

Are there any areas for improvement or something they could have done differently?

None that can be thought of at the moment.

BACKGROUND

Please describe your company and your position there.

I own a restaurant chain and alongside that we also have a business for short term rental apartments.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We were looking for a virtual assistant who can handle the front desk and interact with our guests. Their main responsibilities included interacting with guests, helping them with their queries regarding check-in, stay, and other amenities.

SOLUTION

How did you select this firm and what were the deciding factors?

We were in touch with several agencies for the project. We hired Aidey as their team is very experienced with our line of business, it was apparent from the very beginning.

Describe the project in detail and walk through their service package.

They managed the communication on behalf of us. Their team handled calls, chats, and emails for helping our customers with their queries concerning their stay with us. They were proactive and very supportive.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a communication head, he shared with us regular reports that had all the information about the queries addressed in a day by their team.

RESULTS & FEEDBACK

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

Generally speaking, they managed the communication pretty well. Our guests were happy with the service they received and we are receiving positive feedback on the channels we work with.

How effective was the workflow between your team and theirs?

Since they already run the Guest Communication for several businesses similar to ours, it was pretty seamless working with them. We have a WhatsApp group and communication is very simple and response time is immediate.

What did you find most impressive or unique about this company?

Their team is friendly, professional, and proactive. They quickly understood what was required out of them and adapted to the specific requirements of our business. We are impressed with their professionalism, and the way they handled the communication. For any companies with similar line of business we highly recommend Aidey as a safe choice.

Are there any areas for improvement or something they could have done differently?

Nothing particular. We’d continue working with them.

BACKGROUND

Please describe your company and your position there.

CTO of a digital agency. We develop next-gen eCommerce solutions that stand-out from the crowd.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We had recently developed a Shopify app for a fashion brand. We were looking for an agency who can handle the queries from customers. As we are new to this space, we didn’t have a dedicated customer service team and thus hired Aidey for assistance.

SOLUTION

How did you select this firm and what were the deciding factors?

My team had filtered a few companies based on their experience in Business Process Outsourcing. We engaged with Aidey as they had a flexible approach and reasonable pricing. We found them friendly and supportive as we talked with them over a Zoom meeting.

Describe the project in detail and walk through their service package.

They handled inquiries from our users: everything from simple queries about login to more complex issues concerning installations and configurations. Their ability to recruit a team of support agents with relevant skills and experience quickly was very impressive.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a team of 4 customer service specialists who were managed by a Sr. manager.

RESULTS & FEEDBACK

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

Our users are happy and satisfied with the kind of support they are receiving. We find their team supportive and pleasant. They were good at communication and sent us reports daily. We’re happy with their work.

How effective was the workflow between your team and theirs?

The team was trained and is managed by us. We also had a slack group for easy collaboration.

What did you find most impressive or unique about this company?

Their onboarding process is quite smooth and it is apparent that they know what they are doing in terms of understanding our requirements and find the suitable talents for it. They adhere to the schedule that they promised and basically everything went exactly as planned, that’s not obvious at all.

Are there any areas for improvement or something they could have done differently?

Not really.

BACKGROUND

Please describe your company and your position there.

CTO of a tech company designing immersive human experiences for Gen Z.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We recently developed a multi-player arcade game and needed a team who could reliably handle support requests received from our users. These queries could be anything from simple login requests to concerns about their in-app purchases.

SOLUTION

How did you select this firm and what were the deciding factors?

We signed up for a free trial with few agencies (Aidey was one of them). The Aidey team was great in terms of communication, handling queries, and agile enough to understand our product. We felt they would be a great value addition to our customer support team, so we hired them.

Describe the project in detail and walk through their service package.

They handled queries received from our users, be it via email or live chat support (via our website). Their team took care of everything from addressing the technical issues to helping users understand the gameplay and other features. They are friendly, talkative, and delightful. They also created and sent us reports on the daily basis - these reports were comprehensive, and easy to understand. We can get a bird’s eye view of everything from the number of queries answered, resolved, and closed.

How many resources from the vendor's team worked with you, and what were their positions?

We were assigned a team of customer service specialists who interacted with our users. The team was headed by a customer service head and the project was swiftly driven by the project manager (he shared regular updates with us, while the customer service head took care of the team and its performance).

RESULTS & FEEDBACK

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

They have been great so far. Their response time is always less than an hour, which is impressive. Their team is agile and quickly understood our product. They are also good at reporting. We liked the experience of working with them.

How effective was the workflow between your team and theirs?

They send us daily reports of the queries they have resolved, and overall user satisfaction. We mostly communicate via emails and at times used Zoom for video conferences.

What did you find most impressive or unique about this company?

They are passionate, dedicated, and friendly. They work as an extension of our team and have managed to keep the user satisfaction high, despite of the overwhelming chat flow.

Are there any areas for improvement or something they could have done differently?

Nothing in general. They have been great so far.

BACKGROUND

Please describe your company and your position there.

CEO of a digital agency. We offer end-to-end services from digital marketing to development and everything in between.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey, and what were your goals??

We hired them for taking care of our customer service. Because we didn’t have enough technical assistants, we hired a team from Aidey for help. They would be managing technical support on behalf of us. That includes helping customers with their queries - via call, email, and chat.

SOLUTION

How did you select this vendor and what were the deciding factors?

They were recommended by a close friend and business partner. We interviewed their team and found them a good fit - so we started working together.

Describe the project in detail and walk through their service package, including any calling tools used.

They took care of all the queries we received from the customers. Their team proactively managed all the channels of communication for us.

Who did you work with and what was the feedback process like?

We worked with a team lead, and a team of technical specialists who answered our customers’ queries on behalf of us.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We are very happy with their approach and work so far. From the chat response time to overall agent satisfaction, they have been very good.

Describe their project management style, including communication tools and timeliness.

We have bi-weekly meetings to examine customer satisfaction reports. They have been gradually improving the numbers as the team got more acquainted with our services and clients. We use Zoom for our meetings and it works great as the team is remote.

What did you find most impressive or unique about this company?

Their team is very supportive and cooperative. There were times when we needed their help on holidays — they were always there for us. It is their reliability and commitment towards clients that makes them stand out.

Are there any areas for improvement or something they could have done differently?

NA

BACKGROUND

Please describe your company and your position there.

Sr. Manager at a health-tech startup with over 100 clinics across the nation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey, and what were your goals??

We recently launched a healthcare app that would help our patients virtually consult doctors and seek solutions. We needed a team of product support specialists who could guide the customers who needed help.

SOLUTION

How did you select this vendor and what were the deciding factors?

The selection process was stringent. We opted for a trial initially with a couple of companies and finally selected Aidey as they had a good team which was agile and well trained.

Describe the project in detail and walk through their service package, including any calling tools used.

After onboarding them, we trained their agents and aligned them with our product. In less than a week, they started taking live calls and chats from our customers. As of now, they are taking care of everything on behalf of us.

Who did you work with and what was the feedback process like?

We were assigned a team of customer service specialists who managed everything on behalf of us. The team was headed by a team lead who orchestrated resources to ensure the waiting time was always less than a minute.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Yes, with the help of Aidey, we were able to achieve very good customer satisfaction numbers. Our users are happy with the service they receive and the numbers show it. In the last few months, our agent satisfaction numbers went up to 8/10 from 5 and 6 — that’s a huge improvement for us. In fact, 85% of our customers admitted they received adequate resolution in less than 5 mins.

Describe their project management style, including communication tools and timeliness.

We had weekly meetings wherein they showed us the customer satisfaction reports and data about the number of chats, emails, calls handled by them.

What did you find most impressive or unique about this company?

They are very friendly and great at communication. They always go the extra mile to help customers. Their proactiveness, agility, and dedication is really impressive. We are very happy working with them.

Are there any areas for improvement or something they could have done differently?

Nothing as such. We are happy with their work.

BACKGROUND

Please describe your company and your position there.

CEO of an education institute. We help students crack various competitive exams. We offer them online courses via our portal.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We wanted to outsource customer service to an agency that could handle chats, and calls for us. We didn’t have enough in-house resources to manage it all. So we hired Aidey for help. The aim was to reduce chat response time and increase customer satisfaction.

SOLUTION

How did you select this firm and what were the deciding factors?

We had shortlisted several agencies based on recommendations from our technical consultant. We selected Aidey as they had enough experience of working with businesses like us. Additionally, their rate was comparatively aggressive.

Describe the project in detail and walk through their service package.

They took over our customer service department and now are handling all chats and calls on behalf of us. Their team is proactive at communication and is handling the support very well. They are responding to chats, emails, and calls very proactively. The customers are also happy with the support.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a resource manager who took care of our project. He made sure the chats, emails, and calls were answered promptly and up to client’s satisfaction.

RESULTS & FEEDBACK

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

Yes, our customer satisfaction ratio has improved significantly. 9 out of 10 customers are happy with the experience and that’s really a huge feat for us. We’re happy with how their team is handling the project.

How effective was the workflow between your team and theirs?

They sent us chat/email/call reports every month. Those reports had a log of all the transcripts of the communication that happened and the customer satisfaction scores. Their team was consistent and diligent.

What did you find most impressive or unique about this company?

We enjoyed working with them. They are proactive, dedicated, and very good at communication. They know how to interact with customers and provide positive resolutions to their queries.

Are there any areas for improvement or something they could have done differently?

None.

BACKGROUND

Please describe your company and your position there.

We are a FinTech company from Israel specializing in payments for the hospitality industry. I am the Customer Success Director.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We were looking for a team who could provide 24/7 customer support for our clients worldwide.

What were your goals for this project?

Scale-up our customer success/support department to support our company’s growth.

SOLUTION

How did you select this vendor?

After evaluation of a few companies, we have decided to go ahead with Aidey because we felt that they have good experience in our industry and their references were very good.

Describe the project in detail.

We needed customer support with some technical background as our product requires technical knowledge. Aidey was able to recruit a team with suitable experience and skills and training went quite smooth. We were able to set up the department in less than a month from A-Z.

What was the team composition?

We started with a team of 4 agents to be able to provide 24/07 support.

RESULTS & FEEDBACK

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

Our service capacity increased and we now feel more confident about our ability to grow and serve a larger number of clients as we know that we have a reliable partner that we can grow with.

How effective was the workflow between your team and theirs?

The setup of the team took less than a month so I think that’s quite good.

What did you find most impressive about this company?

The onboarding process from the initial meeting to signing the service agreement, recruitment, training etc… Everything was very smooth and it is apparent that they are experienced and professional.

Are there any areas for improvement?

They had some disruptions in service during the coronavirus pandemic.

BACKGROUND

Please describe your company and your position there.

We are an SaaS company in the prop-tech industry and I am a co-owner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We needed a 24/7 customer support for our Tier 1 inquiries.

What were your goals for this project?

24/7 live and fast support for our customers to increase customer satisfaction.

SOLUTION

How did you select this vendor?

I got a reference from a colleague that hire Aidey’s services as well. After we checked additional vendors we decided to go ahead with Aidey as it seemed a safe choice with a good balance between cost and quality.

Describe the project in detail.

We are getting inquiries from all over the world and we needed a vendor who can offer 24/7 customer support at a high level and with native English speakers. If the concern is not resolved or they have questions, that is the time they can escalate or assign the tickets to us. After a short onboarding, we are only getting a few escalations each day.

What was the team composition?

Their staffing is perfect. The agents possess suitable skills and experience and demonstrate a good attitude. We currently have a team of 8 agents.

RESULTS & FEEDBACK

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

Our response time is faster and we are able to focus more on other aspects of the business.

How effective was the workflow between your team and theirs?

Communication is done through Slack and WhatsApp, the Team Leader is fast to respond to any change or update.

What did you find most impressive about this company?

The agents really understand the product and provide productive support to our clients.

Are there any areas for improvement?

We wanted to support in few more languages that they cannot offer to us at the moment.