Commversion | Managed Live Chat

BACKGROUND

Please describe your company and your position there.

I am the founder of 603 The CoWorking Space, which has five spaces around Mumbai. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Commversion UK?

We hired them for live chat services on our business website. 

What were your goals for this project?

Our goal was to find a reliable partner to responsibly answer client queries 24 hours a day. 

SOLUTION

How did you select this vendor?

A friend who had been using their services for over three years recommended them. We were unsatisfied with the other options we had tried before Commversion, primarily due to the quality of responses and differences in time zone. Once we received their recommendation, we called them to discuss their workflow, team composition, infrastructure, and technical expertise and were sold immediately on their competence. 

Describe the project in detail.

Our primary challenges were the variety of properties we have and the kinds of questions potential clients would ask in regards to real estate. Commversion discussed and presented nearly everything to us within a few hours of our meeting, followed by a formal timeline for the execution moving forward. Their research team suggested questions we had never considered in order to help us curate a better bank of answers.  

What was the team composition?

We began with the support team manager and a salesman guiding us through the process. The team has continued to grow since then. 

RESULTS & FEEDBACK

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

The service is impeccable. The chats provide exceptional grammar, language, patience, and information, and many of them have resulted in clients.

How effective was the workflow between your team and theirs?

The project manager is flexible and precise. He shares all of the sheets with us and conducts two additional confirmations. All of the approved answers come back for one final check before going online. 

What did you find most impressive about this company?

Commversion is simply outstanding.

Are there any areas for improvement?

They are working perfectly for us.

BACKGROUND

Please describe your company and your position there.

Blush and Blow is a beauty, skin, and aesthetic clinic. We operate a high-end service with 500 appointments a week.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Commversion UK?

We hired Commversion UK on to handle our leads because we were inundated with calls and emails. 

What were your goals for this project?

We wanted to eliminate the time spent booking clients on the phone and through email.

SOLUTION

How did you select this vendor?

We tested another company that couldn't book clients on our behalf. That just created more work, since we had not only to make the bookings but also to double check the chats.

Describe the project in detail.

Commversion UK operates our live, 24-hour chat service. About 80% of our bookings occur outside office hours. Previously, we had two or three people taking calls and replying to emails. With live chat, only one staff member answers calls and handles reception. They also answer questions for free, which is a huge benefit and cost saver.

What was the team composition?

They have a team of 24-hour live chat operators. 

RESULTS & FEEDBACK

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

They free up a lot of time for our on-site staff. We can focus on clients in the clinic, since they take care of the bookings and queries.

How effective was the workflow between your team and theirs?

Our initial contact was easy and hassle-free. We contact them only when we update our offerings or have new information that clients should know.

What did you find most impressive about this company?

I appreciate their ability to become a seamless extension of our team. Clients think we have a chat center dedicated only to us!

Are there any areas for improvement?

They couldn't do anything more for our business. They adapt to our requests incredibly quickly, not only saving a lot of money but also capturing appointments as soon as clients land on our website.