Evateck

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Feed Social Agency

Describe what your company does in a single sentence.

Feed Social provides social media management services.

OPPORTUNITY / CHALLENGE

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

• Handle ongoing client communications
• Help establish a procedure for social media communications

SOLUTION

How did you find Evateck?

Referral

Why did you select Evateck over others?

• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Evateck were assigned to this project?

2-5 Employees

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

Evateck is responsible for the following: response to incoming client requests via live chat; response to client requests via email; response to client requests via social media; maintenance of internal knowledge base.

RESULTS & FEEDBACK

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

Evateck helped us achieve the following: Reduce average resolution time for client requests from 10 days to less than an hour; First response time went from 2 days to 5 minutes on average;

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

All deliverables were handled professionally. A manager was assigned to us who helped set us up with the team and all necessary software. Every request we made was accommodated quickly.

What was your primary form of communication with Evateck?

• Virtual Meeting
• Email or Messaging App

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

Evateck has a great company culture and that shows in their interactions with clients. We were very impressed by how quickly they were able to take over the support process from our internal team.

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

We would like a bit more access to the tools that are being used. Unfortunately Evateck does not allow specific case reviews by clients due to privacy issues.

BACKGROUND

Please describe your company and position.

I am the Head Project Manager of Leowix LLC

Describe what your company does in a single sentence.

Leowix is a web development company that builds and maintains Wix websites.

OPPORTUNITY / CHALLENGE

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

• Handle incoming leads
• Customer support for clients on a monthly subscription.
• Upselling past and existing clients.

SOLUTION

How did you find Evateck?

Referral

Why did you select Evateck over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Evateck were assigned to this project?

2-5 Employees

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

Evateck is currently responsible for all incoming calls and messages via phone, live chat, and email from a number of lead-generation sources. Evateck responds to the lead and goes through a pre-determined script to qualify them and assign them to a sales agent. Evateck also provides a traditional customer support services for existing clients who are on a monthly service plan. 
Evateck accepts these customer's request and resolves Tier 1 and Tier 2 issues while escalating Tier 3. Evateck also helps to upsell existing clients during communications.

RESULTS & FEEDBACK

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

The amount of qualified leads that we saw on a monthly basis almost doubled. The average response time for existing customers on a monthly service plan was reduced from 2 hours to only 5 minutes. The average customer satisfaction score increased from a B+ to an A.

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

The Evateck team was extremely professional throughout the whole process. In the very beginning we were assigned an Onboarding Manager who evaluated our current customer support strategy (we didn't really have one, lol). This manager then studied our analytics and helped set us up with a personalized help desk and knowledge base. 
After the setup was complete we met the support team. 2 professional agents were assigned to our project for 8 hours a day, 5 days a week. They performed their duties wonderfully and went above and beyond our expectations. Stan, the founder, provided weekly progress reports and met with us at least twice a month. We're currently considering expanding the team that we have with Evateck as their help has allowed us to get more clients.

What was your primary form of communication with Evateck?

• Virtual Meeting
• Email or Messaging App

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

There were 2 things that stand out the most when dealing with Evateck: 1 - A highly personalized approach. The Evateck team didn't feel like an outsourced team at all. They were more like an offshore continuation of our own team that understood our goals and values. 2 - Extremely professional talent. From the very start we could tell that we were dealing with experts. The number of ideas and recommendations that the Evateck team has provided was absolutely insane!

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

Overall our experience with Evateck was extremely positive. We only hope that they continue to grow and prosper.

BACKGROUND

Please describe your company and position.

I am the Project Manager of Midzhur Management Construction

Describe what your company does in a single sentence.

Defence related products manufacturing

OPPORTUNITY / CHALLENGE

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

• Customer Support
• Customer Success Strategy

SOLUTION

How did you find Evateck?

• Referral
• Other

Why did you select Evateck over others?

• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Evateck were assigned to this project?

2-5 Employees

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

Evateck managed all incoming customer queries, ensuring timely responses and resolution of issues. Tailored support strategies were implemented to address our specific business requirements, enhancing customer satisfaction. By delegating customer support tasks to Evateck, our internal resources were freed up to concentrate on core business functions, such as product development and marketing.

RESULTS & FEEDBACK

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

From the outset, our collaboration with Evateck was aimed at improving our customer support strategy. We have seen great results that demonstrate significant progress and success: 

• Decreased Response Time; 
• Higher Customer Retention Rates; 
• Cost Savings.

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

Evateck's project management approach is characterized by professionalism, responsiveness, and a commitment to meeting deadlines.

What was your primary form of communication with Evateck?

• Virtual Meeting
• Email or Messaging App

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

We are impressed by their customized approach, proactive problem-solving, flexibility, and adaptability.

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

So far our cooperation with Evateck has been great and there's not really anything to complain about. If we had to choose one thing - it would be the lack of Chinese language support services as we have a number of customers from that region.

BACKGROUND

Please describe your company and position.

I am the CMO of Astra Dent Poland

Describe what your company does in a single sentence.

We are a dentistry chain

OPPORTUNITY / CHALLENGE

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

• Qualitative processing of incoming requests from customers
• Optimization of full-time staff

SOLUTION

How did you find Evateck?

Online Search

Why did you select Evateck over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Evateck were assigned to this project?

6-10 Employees

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

We needed outsourced customer support across all channels: social media (Facebook, Instagram, Linkedin), live chat, phone and email.

RESULTS & FEEDBACK

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

Only one negative case of customer communication in a WHOLE YEAR!

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

It felt like the guys were on call 24/7. Urgent issues were quickly resolved in messengers.

What was your primary form of communication with Evateck?

• Virtual Meeting
• Email or Messaging App

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

Their ease of implementation, management, and quality of customer support are impressive.

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

More experience in the medical field.