Aidey

BACKGROUND

Please describe your company and position.

I am the Chief Data Strategy Officer of Abaxx Technologies

Describe what your company does in a single sentence.

Abaxx Technologies is building Smarter Markets: markets empowered by better tools, better benchmarks, and better technology to drive market-based solutions to the biggest challenges we face as a society, including the energy transition.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• We needed to improve customer response time and reduce refund disputes across our online fashion store. Our internal team couldn’t keep up with peak season volume, especially around order tracking, returns, and sizing questions.

SOLUTION

How did you find Aidey?

• Online Search
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They handled all email and chat support, including order tracking, processing exchanges, and answering FAQs. They also flagged repeated product issues and common return reasons.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We reduced refund-related tickets by 28% and improved CSAT from 75% to 91%. Response time dropped from 10 hours to under 2.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very reliable. They followed our SOPs exactly and sent weekly reports on ticket volume and resolution trends.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

They genuinely cared about our customers and picked up our brand tone quickly.

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

Initial training needed more visuals — we added those and things clicked better.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of Lilli Health

Describe what your company does in a single sentence.

Lilli Health is a company on a mission to revolutionize the way women with Polycystic Ovary Syndrome (PCOS) approach their health and wellness.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• Our telecom company had been struggling with customer churn due to long call wait times and inconsistent support across different regions. We hired Aidey to take over our Tier 1 support and retention call center services. Our main objective was to reduce churn, improve first-call resolution (FCR), and deliver a more consistent customer experience during billing and service inquiries.

SOLUTION

How did you find Aidey?

• Online Search
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Aidey’s team manages incoming support calls related to service interruptions, billing questions, new customer setups, and loyalty/retention offers. They also conduct post-call satisfaction surveys and escalate more complex cases to our in-house retention team. Key deliverables include:
Handling at least 1,000 calls/day
Maintaining 80%+ FCR
Daily KPI dashboards and QA audits
Monthly training refreshers on promotions and new policies

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We cut our average hold time from 12 minutes to just under 3 minutes in the first month. First-call resolution jumped from 67% to 85%, and voluntary churn dropped by 18% quarter-over-quarter. Net Promoter Score (NPS) went from 34 to 49. That’s unheard of for us in such a short span.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their management was smooth and hands-on. The operations manager checked in with our internal QA team daily in the first few weeks. When we needed to change call scripting due to a last-minute rate hike, Aidey’s team implemented the update within 12 hours across all agents.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

Their speed. From contract signing to live calls, it was only 17 days. Also, their escalation triage system was very intelligent — they didn’t just hand off tough cases; they contextualized them with notes and flagged patterns for us.

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

A few of the newer agents took longer to get up to speed on technical product tiers. In hindsight, a product deep-dive session earlier in the onboarding would’ve helped. But they’ve since refined their training flow.

BACKGROUND

Please describe your company and position.

I am the General Manager of SEKISUI CHEMICAL

Describe what your company does in a single sentence.

SEKISUI CHEMICAL Group is driving Innovation for a Sustainable Future. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• Our internal admin team was overwhelmed with order entry, invoice verification, and warranty data logging for our HVAC installations across the Northeast U.S. region. We wanted to offload a large portion of this repetitive work to free up our internal resources to focus on customer engagement and field operations.

SOLUTION

How did you find Aidey?

• Online Search
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The team handled all incoming scanned paperwork from field technicians — this included job completion forms, warranty cards, and product registrations. They logged all entries into our internal CRM, verified invoice line items against orders, and managed our backlog of unprocessed service records. They also built a running issues log, which helped identify trends in technician errors.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Within three months, our backlog of unprocessed service records dropped by 90%. Invoice errors decreased by 27% quarter-over-quarter, and we reduced overtime pay for our internal admin staff by roughly $6,000 per month. Perhaps most significantly, field techs began receiving job clarifications faster, which improved our install turnaround by nearly a day in some regions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They were very self-managing. Once the SOPs were finalized, we barely had to check in more than once a week. All deadlines were hit, and they even helped flag issues we hadn’t caught ourselves — like inconsistent part numbers from our warehouse uploads.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

Their thoroughness. We didn’t expect outsourced staff to understand the nuances of our work, but they truly went the extra mile to understand how our field ops connected to back-office data. That attention to detail is rare.

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

We had to spend a bit of extra time upfront training them on HVAC terminology and part codes, but in fairness, that was new terrain for them. Once they grasped it, performance was excellent.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of SAAS Integrator

Describe what your company does in a single sentence.

 SAAS Integrator is a leading integration provider that allows you to seamlessly connect your e-commerce, ERP, accounting, POS, CRM, marketplace, PIM, WMS, loyalty apps, and marketing systems. We connect to over 50+ ancillary apps of a various platform's eco-systems to facilitate end-to-end use cases like click & collect, drop shipping, B2B Wholesale and many more. Ensuring our customers can thrive their commerce journey using best in the class solutions. We also offer embedded integration solutions to our partners that helps them focus on growing their market share rather than putting their energy into building integrations.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• Our main goal was to ensure our customers received fast, professional, and reliable service without putting extra pressure on our in-house team.

SOLUTION

How did you find Aidey?

Clutch Site

Why did you select Aidey over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Aidey were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

AIDEY supported us by managing our customer service, call center operations, and several important back office functions. Their team handled customer inquiries through calls, emails, and live chats, while also managing outbound and inbound sales calls as needed. On the back office side, they took care of tasks like data entry, reporting, and general administrative support. We received consistent updates, detailed reports on performance, and timely delivery of all agreed-upon tasks, which helped us stay on top of everything without worrying about day-to-day operational bottlenecks.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since working with AIDEY, we’ve noticed a clear improvement in how quickly and efficiently customer queries are handled. Our customer satisfaction scores improved noticeably, and our internal teams could shift their focus to higher-level strategic work because so many of the daily processes were managed smoothly by AIDEY. We also saw a reduction in response times and operational costs, which had a positive impact on both our team’s workload and our bottom line.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project management from AIDEY was very reliable and easy to work with. They always kept us informed about progress, and deliverables were consistently met according to schedule. What I appreciated most was how flexible and responsive they were — anytime we had changes, questions, or needed adjustments, they were quick to act and made sure we felt supported throughout the process. Their team was professional and attentive, and they communicated in a way that made collaboration feel effortless.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

What really impressed me about AIDEY was the way they treated our business like it was their own. They didn’t just complete tasks — they actively looked for ways to help us improve processes and deliver better service to our customers. Their dedication, attention to detail, and genuine interest in our success made them feel like part of our team rather than just an outside vendor.

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

Overall, I have very few criticisms. If anything, I think they could continue refining how they onboard new agents so that everyone is up to speed a little faster. That said, whenever we gave feedback, AIDEY was quick to respond and always made a real effort to improve. Their openness to suggestions is definitely one of their strengths.

BACKGROUND

Please describe your company and position.

I am the President/COO of Pegnato Roof Intelligence Network, LLC

Describe what your company does in a single sentence.

Pegnato Roof Intelligence Network (PRIN) is a privately held company. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• We needed a scalable support solution for our personal finance app, especially as our user base started to grow aggressively in Q1. Our goal was to maintain fast, empathetic, and compliant customer service without ballooning our internal team. With sensitive financial data in play, the stakes were high — we needed experienced agents who could handle user identity verifications, help users recover access to accounts, and explain billing issues clearly and confidently.

SOLUTION

How did you find Aidey?

• Online Search
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Aidey took over our Tier 1 and 2 support channels. They managed email tickets, app chat support, and even social media escalations. Common tasks included helping users resolve failed transactions, troubleshoot linking their bank accounts, and handling inquiries about our budgeting features. They also flagged bugs that showed up frequently in tickets and gave us insight into which features were confusing users.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We saw our average response time drop from 8 hours to 90 minutes. Customer satisfaction surveys jumped from 82% to 94%. More importantly, our app store reviews began mentioning customer support positively — something we’d never seen before. Our NPS score improved by 9 points within the first two months of working with Aidey.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was meticulous. They had a shared dashboard with real-time ticket stats, backlog trends, and QA scoring. Whenever a bug was identified through support patterns, they logged it in our Jira board via our integration. Response times to our internal queries were always within a few hours, even on weekends.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

Their trustworthiness. They understood the sensitivity of our data, and never once did we have to worry about a breach of policy. Their onboarding around compliance was robust, and they even helped us improve our internal security protocol for third-party access.

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

Only one minor hiccup — during a product outage, the information flow to the Aidey team lagged a bit. Users were asking about the downtime before the agents were properly briefed. We fixed this with a new live alert channel, but it showed the importance of real-time updates during outages.

BACKGROUND

Please describe your company and position.

I am the Co-founder & CTO of Freeplay

Describe what your company does in a single sentence.

A better way to build with LLMs. Bridge the gap between domain experts & developers.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• We were drowning in a backlog of partner data and had no internal bandwidth to clean it up. Our startup offers a property management system for boutique hotels and vacation rentals, and we needed a partner who could help us with large-scale data validation, formatting, and back-office content structuring for over 1,500 hotel listings across different regions.

SOLUTION

How did you find Aidey?

• Online Search
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The team worked on backend data cleanup, formatting property descriptions for consistency, uploading images, syncing calendar availability across APIs, and performing basic QA on hotel profiles. They also tagged amenities and features based on structured logic we provided, which helped improve how listings were displayed on our partner sites.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

By the end of the first quarter, they had processed 1,400+ listings with 99.3% accuracy (we ran randomized audits weekly). Our internal team went from spending 20 hours a week on manual QA to less than 3. Additionally, our onboarding time for new partners decreased from 7 business days to just 2–3.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Aidey was incredibly consistent. We had shared Google Sheets with progress tracking and biweekly alignment meetings. When we added new features to our platform, they adjusted the data mapping process almost immediately. They also helped us flag inconsistencies in the way certain vendors submitted data, which was helpful in tightening our onboarding SOPs.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

The low error rate. Honestly, that’s what mattered most for this type of project. But beyond that, their willingness to improve and co-create better processes made it feel like we had a true partner, not just a vendor.

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

Not much. If I had to nitpick, I’d say they could be a bit more proactive with suggesting process improvements — we had to initiate most changes. But once we raised ideas, they always implemented them quickly and without resistance.

BACKGROUND

Please describe your company and position.

I am the Chief Operating Officer of Ajna

Describe what your company does in a single sentence.

Ajna is an advanced recruiting and back office solution built to boost your staffing agency's efficiency and profitability

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• We partnered with Aidey to support our customer call center operations during a critical growth period. As an e-commerce brand specializing in home furnishings, we had just expanded into the UK and parts of Western Europe, and our internal team simply couldn't keep up with the influx of customer inquiries — especially during peak retail months like November through January. Our goals were to reduce call abandonment, decrease average wait times, and provide multilingual support without creating internal overhead.

SOLUTION

How did you find Aidey?

• Online Search
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Their team handled all inbound customer calls, ranging from order tracking to product inquiries, warranty requests, and returns. They also provided callback support and filled in during gaps left by our US-based team after hours. Their training was based on our internal CRM (Gorgias), and they created call scripts in collaboration with our customer experience lead.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our call abandonment rate went from 19% to under 5% within the first six weeks. Average call wait times dropped from 6 minutes to under 90 seconds. More importantly, we tracked a 14% increase in post-call customer satisfaction based on automated surveys. Our Trustpilot score also ticked up — not massive, but noticeable.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Extremely efficient. They followed a weekly reporting cadence with key KPIs (abandonment, call duration, hold times, escalations). Any new promotions or product changes were quickly reflected in updated call scripts. One thing I appreciated was how quickly their agents adapted when we introduced a flash sale — they got fully briefed overnight and were ready the next morning.

What was your primary form of communication with Aidey?

Virtual Meeting

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

The cultural fit. Their agents weren’t robotic — they were personable, empathetic, and knew how to de-escalate difficult conversations. Several of our customers left unsolicited positive comments specifically mentioning agents by name. That’s rare in this space.

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

Only issue we had was during the very first week: one of the agents had a bit of an accent that some customers found hard to understand. Aidey addressed it immediately and reassigned roles within 48 hours — I appreciated how quickly they took action without making excuses.

BACKGROUND

Please describe your company and position.

I am the founder of TheNestBazaar.com

Describe what your company does in a single sentence.

TheNestBazaar.com is your trusted partner in real estate, dedicated to connecting buyers, sellers, and renters with exceptional properties. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Aidey to accomplish?

• We brought Aidey on board to overhaul our customer support function. As a fast-growing SaaS platform offering collaborative project management tools, we were struggling to maintain consistent support for our users across time zones. Our objectives were threefold: reduce average response time, improve resolution accuracy, and scale our team without ballooning our in-house costs.

SOLUTION

How did you find Aidey?

• Referral
• Clutch Site

Why did you select Aidey over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Aidey were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Aidey handled our full Tier 1 and Tier 2 support queue. This included managing support tickets through Zendesk, live chat coverage on our website and in-app widget, and some basic product troubleshooting. They also updated our internal knowledge base in collaboration with our product team and ran monthly sentiment analysis based on support feedback.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Within 60 days of onboarding Aidey, our average first response time dropped from 11 minutes to under 3 minutes. Ticket resolution rates improved by 35%, and our CSAT (Customer Satisfaction) scores increased from 87% to 96% within the first quarter. We also noticed a 22% drop in repeat contacts, which we attribute to clearer resolution paths and better-trained agents.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Impressively well-organized. We had a dedicated account manager who ran weekly operations meetings with our internal CX lead. They were proactive — whenever volume spiked, they offered shift changes or backup agents without being asked. When we rolled out a major product update, they trained their team over a weekend and were ready before we launched.

What was your primary form of communication with Aidey?

• Virtual Meeting
• Email or Messaging App

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

Their blend of flexibility and structure. They were open to changing procedures mid-flight but also brought best practices to the table. Their agents felt like part of our in-house team, and honestly, most of our users didn’t even realize support was outsourced — which speaks volumes.

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

Our only minor issue was around onboarding time. While they were thorough, it did take a little longer than estimated to get everyone up to speed on our product features. That said, the trade-off was a better-trained and more confident team, so we consider it worthwhile.

BACKGROUND

Please describe your company and your position there.

Software developer of a data engineering firm developing AI-powered crypto and blockchain platforms that stand out.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We were looking for a business process outsourcing agency that can handle customer support for our crypto platform. With limited resources, we weren’t able to deliver satisfactory customer service - and that’s why we hired Aidey. The goal was to ensure all the queries were addressed on time and up to utmost satisfaction.

SOLUTION

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

We met Aidey's team in a recent tech conference we attended. Their team was nice, polite, and had good command over English. We shared with them our requirements and they showed us their previous work - they had worked with a few agencies like ours. We were quite happy with what we saw so we hired them.

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

We gave Aidey’s team full access to our CRM. They managed everything from resolving customer queries to addressing their concerns over email and tickets and also helped us to improve our SOP, Macros and KB articles. They also handled live chats and calls from our customers via the CRM.

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

A team of customer service specialists was assigned to us - they were managed by a dedicated project manager who was also part of the team composition.

RESULTS & FEEDBACK

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

Thanks to Aidey’s team we have been able to focus on other aspects of the business. As far as the numbers go, the most recent customer satisfaction survey suggests 91% of our customers are satisfied with the resolution, accuracy, and the customer service they received.

How effective was the workflow between your team and theirs?

They handled the project very well. We get weekly reports from the Team Leader measuring anything from number of tickets to CSET, response time, ticket types and more. We mostly used emails for managing day to day communication.

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

Their team has a good command over English and are reliable. They took almost no time in understanding our platform. Their agility and adaptability make them stand out from the crowd.

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

Not that I can think of.

BACKGROUND

Please describe your company and your position there.

I head the marketing department of a self-help podcast having over 500k subscribers globally.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aidey?

We recently started our merchandise store for selling accessories, and other branded goodies. Since the store was live, we were constantly struggling with the customer support. We didn’t have any expertise in support and thus hired Aidey for handling our customer support.

SOLUTION

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

Aidey team had worked with several eCommerce brands before. So we were confident they would be able to handle our customer service as well. Their strong command over English language and availability in 3 different timezones made us select them over other vendors.

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

They managed chats and emails from our customers. They delivered relevant resolutions based on the queries they received from customers. Aidey team also generated reports and sent us regular updates about the number of queries received, resolved, and escalated.

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

We had a team of 4 customer service specialists working on the project. They were handled by a project manager. He assigned additional resources whenever required and ensured the chats and emails were handled on time.

RESULTS & FEEDBACK

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

They are dedicated, professional, friendly, and easy to work with. Their team quickly understood how our platform worked and now deliver great customer service all around. We’re happy how they handled our customers.

How effective was the workflow between your team and theirs?

We track their work via The CRM we are using and monitor performance and escalations like that. For communication we have a WhatsApp group that is very effective.

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

The speed of setup was amazing. From the moment we signed a contract until we had a functioning team of 4 agents and a team leader to hand over the responsibility it took less than a week.

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

Nothing significant or noteworthy.