HelloSells

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Innovative Financial Capital Solutions Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HelloSells?

I got phone calls from different marketing avenues but didn’t have enough staff to field them.

SOLUTION

What was the scope of their involvement?

Basically, HelloSells helped me to eliminate the drop phone calls for the marketing aspect of my business. They present a more professional look for the company.

After selling me on the concept, HelloSells connected me with a representative who integrated their virtual call service with my CRM. I wrote a script that their virtual customer service representative recites for inbound calls. As soon as a customer calls, their team transfers the phone call or sends a text or email to me directly.

They not only have tutorials within their system but also have a proficient IT department. Anytime I need help, their IT department's there 24/7 to address any integration issues, new services, or products.

What is the team composition?

We work with at least three people from their team.

How did you come to work with HelloSells?

Basically, I searched virtual phone service or virtual customer service companies. I considered four other companies but went with HelloSells because Veronica (Senior Account Executive, HelloSells) gave a great sales pitch and provided good follow-ups.

How much have you invested with them?

We’ve invested less than $1,000 at this point.

What is the status of this engagement?

We started working together in November 2019, and they’re still an active partner.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We’ve had success and a great ROI. Their services have increased our sales conversions. They answer calls and direct them to me immediately, which results in a hot lead. As an end result, I was able to book at least four or five clients because of their on-time procedures. 

How did HelloSells perform from a project management standpoint?

In the beginning, we communicated every couple of days. Since we’ve worked together for 3–4 months now, we communicate at least once a month. They set a timeline when they set me up and their team followed through with the integration. From start to active production, they've done well.

What did you find most impressive about them?

Availability and communication are their team’s most impressive qualities. They have good lines of communication headed by real people. I don’t sit on the phone waiting for them to answer. I don’t send emails to an unknown source. Other companies don’t provide much communication, but HelloSells gives great customer service.

Are there any areas they could improve?

No, not at this time.

Do you have any advice for potential customers?

Do your homework. There are a lot of virtual customer service companies that don’t offer the benefits or insights that HelloSells does. Before signing with any company, do your due diligence.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of No Stress Movers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HelloSells?

We were looking to outsource the initial client phone calls for our company, and to be able to provide around the clock service for that.

SOLUTION

What was the scope of their involvement?

Usually, our customers call when they are shopping around for prices, and the average quote call takes about 20 minutes. So as one individual, the best you can do is about three customers in one hour. HelloSells now answers those calls from our customers, provides quotes, and gathers information about what they want to see if we have the capability and are available when they need.

What is the team composition?

Primarily, I deal with Veronica (Senior Account Executive, HelloSells), but I often interact with another person who helps with the scripting and a primary tech lead. As far as the phone operators, I believe they have a relatively large group of people handling those.

How did you come to work with HelloSells?

I found HelloSells on Google, and they were really the only company I considered for the project because they had the best price for that kind of service.

How much have you invested with them?

To date, I’ve spent about $500 in total.

What is the status of this engagement?

The project started in October, and our work with them is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their agents are very professional. I listened to a few recorded calls and the only problems that their agents have had come up when there were holes in the script, I provided to them. They always answer the phone within the first ring, and they provide some free service integrations with booking software or logging on your HubSpot account, which was really helpful for us.

How did HelloSells perform from a project management standpoint?

Their team was the primary reason we were able to get everything done. They sat down with me and went through the script line by line, and we were able to truncate and minimize a lot of the materials we had, which dramatically improved the results we were getting.

In the beginning, we would speak on the phone every day for about a week to plan the script for answering calls. Our account manager was there to answer any questions I had outside of business hours, and then she would direct me to their tech director if the problem was a technical one.

What did you find most impressive about them?

HelloSells is just incredibly straightforward to work with.  There’s no add on price for setup, you can have multiple lines with different scripts for each department, and just about anything else you need to accommodate your specific business. Your calls are rotated between the same 15–20 people, so their agents are able to get comfortable with your products and services and can help streamline the process a lot.

Are there any areas they could improve?

Their scripting tree only includes five basic primary situations, which is a little limiting, because you either have to leave things out or designate a second number to handle other types of situations. That’s more of a programmatic issue than a personnel one, so it’s really just an issue of how their system is designed.

Do you have any advice for potential customers?

Give them everything they’re going to need to become experts on your business. Their sales reps will become whoever you tell them to be, so if you don’t give them enough information, it will be your fault that they aren’t able to deliver the results that you want.

BACKGROUND

Introduce your business and what you do there.

I’m a dispatcher at a plumbing service.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HelloSells?

We were trying to replace our after-hours answering service that takes calls when our office is closed.

SOLUTION

What was the scope of their involvement?

The answering service that we had before was keeping our callers on hold for too long. That initiated our service for a new answering service provider. After inquiring about HelloSells, I had an appointment with Stephanie (Client Account Manager, HelloSells) that involved a remote desktop onboarding process.

She worked with me to configure the script that their operators would follow for our calls. I provided our business information, such as our operating hours, points of contact, address. It took about 15–20 minutes to take care of that setup. After that, we were good to go.

After the signup, we found that we needed some additional services from them. We needed them to monitor and message us when a call was received by one of their technicians. They initially didn’t offer that service, but they worked with their engineering department to create and implement that feature.

What is the team composition?

We worked with a total of four people. Brenda and Stephanie were our main points of contact for signing up and onboarding. The other teammates were there to answer quick questions that we had along the way. 

How did you come to work with HelloSells?

I ran a Google search for answering service providers, and they were one of many companies that were shown in the results. After sending them an email with our business needs, their sales office responded back to me with pricing and answers to my questions. Their pricing was lower than their competitors, which was our primary consideration.

How much have you invested with them?

So far, we’ve spent about $1,500 on their services. 

What is the status of this engagement?

We started collaborating in October 2019, and they’re still working with us to manage the process.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I’ve been very happy with their work. Not only is their pricing fair and reasonable, but the responses from their staff have always been on point. They’ve gone out of their way to meet our needs by implementing a special service that they didn’t offer before. 

How did HelloSells perform from a project management standpoint?

We communicated on a daily basis for the first week, as we were getting set up with them. I didn’t have any complaints or questions after the setup. It was smooth, quick, and easy from there on out. We communicated mostly over the phone and their site’s live chat. I was able to get my questions answered whenever needed by contacting their support staff on the live chat.

What did you find most impressive about them?

Working with their onboarding staff was simple and easy.

Are there any areas they could improve?

There have been a few instances when their operators haven’t followed our script exactly. Their team has a tool in their interface that allows me to provide feedback on those calls. However, out of 300–400 completed calls, there’s only been one or two that didn’t follow our script. So, this definitely wasn’t a major issue. I appreciated the opportunity to provide feedback on those calls. 

Do you have any advice for potential customers?

The whole process has been easy because they walk you through the process step-by-step.

BACKGROUND

Introduce your business and what you do there.

We manufacture medical diagnostic kits for hospitals, clinics, and doctors' offices. I'm the senior manager of facilities.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HelloSells?

Our association with HelloSells is part of our risk assessment. We monitor over 400 critical assets in our facility from a temperature standpoint.

SOLUTION

What was the scope of their involvement?

We had a monitoring gap each night, and they fill that void. We forward any alarm emails to them when we don't have any staff on the premises. Within 60 seconds of any alert, they have a live person on the line so we can respond accordingly. They are our eyes and ears for all our overnight equipment monitoring.

We included a unique email address for them in our software's backend that activates if any assets have a problem. Based on the text the email sends, which includes the critical asset number and the location of that asset, they have a list of protocols to follow. They use a phone tree, and they escalate if any individual in that tree isn't available. If we don't have any alarms in a given month, we force an alarm to test the system.

What is the team composition?

I have one point of contact, but we might hear from any of three or four numbers when an alarm triggers.

How did you come to work with HelloSells?

We knew we had this gap, so we sorted out our options. I found them through an online search for answering services. When I met with them, we discussed the concept and they understood what we needed. After that initial call, they assigned our main contact to us.

How much have you invested with them?

Their prices are very reasonable. I pay $99 per month for 70 minutes of call time. We usually only use 5-10 minutes per month.

What is the status of this engagement?

We established our relationship in April 2019, and they still support us.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They record all their calls and their process, and they provide ease of mind for us. We've only had a couple of instances that triggered a call, but the structure works flawlessly. They're a major security blanket for us, and we know we won't be caught unaware if an alarm goes off.

How did HelloSells perform from a project management standpoint?

This is my first foray into this kind of association, but I know that everything has worked out very well for us. This is an excellent and very satisfying experience for us.

What did you find most impressive about them?

I was pleasantly surprised by the price. The billing process is very easy, and we've never come near our time allowance. The quality I receive for the money we spend is incredible.

Are there any areas they could improve?

Everything works very well from my perspective. I don't have anything they should improve.

Do you have any advice for potential customers?

I am happy to refer them to anyone. We didn't know what to expect, but we've had a very positive experience.