LimTC

BACKGROUND

Please describe your company and position.

I am the CEO of an IT and digital transformation company.

Describe what your company does in a single sentence.

We are a global IT and digital transformation champion. We deliver strategy, customer experience, solution engineering, managed services and software products.

OPPORTUNITY / CHALLENGE

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

• We hired LimTC with the specific goal of improving our IT services company's customer support by providing efficient and reliable L1 support. LimTC was tasked with handling customer queries, troubleshooting technical issues, and ensuring customer satisfaction.

SOLUTION

How did you find LimTC?

• Referral
• Clutch Site

Why did you select LimTC over others?

• Good value for cost
• Referred to me

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

LimTC's scope of work included providing L1 customer support for our IT services company. They handled a wide range of customer inquiries and technical issues, ensuring prompt and effective resolution. Key deliverables included the timely response to customer queries, accurate problem diagnosis, and efficient ticket management to ensure smooth customer interactions.

RESULTS & FEEDBACK

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

The measurable outcomes from the project were exceptional. LimTC's L1 support significantly improved customer satisfaction, as evidenced by a 30% reduction in average ticket resolution time and a 20% increase in positive customer feedback. These results demonstrated the progress and success achieved through their dedicated efforts.

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

LimTC's project management was excellent. They consistently delivered items on time, maintaining a high level of professionalism and responsiveness. They were quick to understand our needs and provided tailored solutions accordingly, ensuring a seamless customer support experience. Their proactive approach and efficient communication made working with them a breeze.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

What impressed us the most about LimTC was their team's expertise and commitment to delivering exceptional customer support. They possess an in-depth understanding of our IT services and are able to address complex issues with ease. Their dedication to customer satisfaction and their ability to consistently provide prompt and accurate resolutions set them apart from other service providers.

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

There are no areas for improvement that we can think of. LimTC exceeded my expectations in every aspect of the project. Their level of service, professionalism, and technical expertise were exceptional. They consistently met or surpassed our requirements, making it a truly positive and rewarding experience working with them

BACKGROUND

Please describe your company and your position there.

Our company provides our customers with property tax management services. I'm a manager

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

Our existing clients and their needs needed to be taken care of while we grew. We outsource our customer support team to LimTC so that we can focus primarily on our growth.

SOLUTION

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

The results from other BPO providers never met our expectations, due to a couple of factors that influenced our decision; - It was necessary for us to have a team that was solely responsible for our task instead of juggling several projects at once. - Very high level of English proficiency. - Constant feedback and open communication.

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

In NYC, the team assists developers and multi-property owners with tax appeals, reductions, and filings.

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

1 Project Manager 1 Team Lead 6 Customer Support Agent

RESULTS & FEEDBACK

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

Before LimTC, we had to assign our internal project managers to clients to be able to provide high quality service, which resulted in significant cost increases and a lack of focus on their core competencies. In an attempt to build an internal customer service team, we have been unsuccessful in finding or creating talent for a long time.

How effective was the workflow between your team and theirs?

Communication between the assigned project manager and every team member is very active almost daily. So far, everything has been seamless.

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

We were pleasantly surprised by how much easier it was for us to onboard LimTC than a local one, as this job requires a deep understanding of NYC property management and laws. Due to the existing shortages and conditions in Ukraine (where LimTC and the team are located), we had some concerns, but impressively enough, they proved that they are not only brave and free but also very hardworking.

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

It would be great if they could provide service 24 hours a day.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a SaaS provider. Our product is subscription-based.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LimTC?

Our internal team was struggling to provide round-the-clock customer service and support, so we needed someone to take over.

SOLUTION

What was the scope of their involvement?

LimTC provides customer service agents. They first identified the type of agents we needed. Once the agents were assigned, we introduced them to our CRM and our other platforms.

The agents are fluent in English, and their main job is to help our customers use our product.

What is the team composition?

We work directly with Anna (Managing Partner & Co-Founder) and the CEO.

How did you come to work with LimTC?

We found them along with a few other companies on Clutch. After interviewing all of them, we liked LimTC the most because they took the time to understand our requirements.

How much have you invested with them?

We spent $20,000 per month.

What is the status of this engagement?

The project started in October 2020 and is ongoing.

RESULTS & FEEDBACK

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

The project has been very successful — LimTC truly feels like an extension of our company. They’ve taken the time to learn our requirements and provide suitable agents.

How did LimTC perform from a project management standpoint?

Their project management is excellent. We regularly communicate through Slack and WhatsApp.

What did you find most impressive about them?

LimTC is very patient and takes the time to find the best agents for the project. Furthermore, the team is always available. Whenever I call them about an issue, they immediately understand the problem and try to solve it.

Overall they’re an excellent team — we’ve got a great working relationship with them. We actually plan on expanding our partnership.

Are there any areas they could improve?

They could’ve been quicker when it came to finding candidates. However, I understand that our requirements are quite hard to fulfill.

Do you have any advice for potential customers?

Be patient and don’t expect to see results immediately. Overall, they’re a great team.

BACKGROUND

Please describe your company and your position there.

Saas provider. Head of Customer Support

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

We were looking for L1 Customer Support Specialists, whom with Technical Knowledge, Great communication skills and quick learner.

What were your goals for this project?

Our aim was creating a 7/24 live chat channel for our customers to provide best after sales experience.

SOLUTION

How did you select LimTC?

LimTC as a service provider was easy to recognize from the very first conversation with their knowledge, experience and, the western mind set.

Describe the project in detail.

After deciding that the LimTC will be our vendor for this project, we quickly handle knowledge base, expectations and objectives.

Anna as a co-founder was our main contact and with her outstanding Customer Support/Success knowledge and managing experience we began building team with no hassle.

What was the team composition?

Started with 2 L1 specialists and grow to 6 people within 3 months. Nowadays managing 10+ people team

RESULTS & FEEDBACK

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

Thanks to their adaptation, experience and open communication, the LimTC team not only dominated our processes, but also lead us in to improvement and ensured that our daily operations running smoother than ever.

How effective was the workflow between your team and theirs?

LimTC become part of our team, never had any issue for communication. They are always available and very responsive for any requirements. Our trust in their team has allowed us to focus on development of our platform and deliver better every day.

What did you find most impressive about this company?

Their hands-on approach and passion are impressive. Competencies in owning the project fully, understanding processes from the day one and spreading it to all teams successfully.

Are there any areas for improvement?

-

BACKGROUND

Please describe your company and your position there.

We are a leading Customer Experience and Reputation Management SaaS provider specialised in the Insurance and Banking Industry working with most Global Financial Services Organisations

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

For our heavy expansion in the Global Insurance market, we were looking for talented enterprise level experienced multi-lingual Lead Generation and Sales Specialists

What were your goals for this engagement?

Our goals were to identify and pitch to a defined list of Global Insurances in every country

SOLUTION

How did you select LimTC?

LimTC stood out as the best high value low cost provider for any level of staff required to run the project smoothly and effortlessly.

Describe the engagement in detail.

After sending a job description and defining in detail the exact level of staff needed, they were able to immediately provide tried and tested staff from their own base.

What was the team composition?

We recruited two highly qualified multi-lingual Sales exectutives who were tried by LimTC, fully trained and prepared and were able to hit the ground running from day one

RESULTS & FEEDBACK

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

We received a continuous flow of higly qualified leads to conduct demos with and after the demos, LimTC staff arranged all the follow-up and contractual paperwork up until closing which enabled us to focus purely on the highest value tasks for the client.

How effective was the workflow between your team and theirs?

We are still working with the staff from LimTC, they have seemlessly integrated into our team and although they are based in Kiev, there is never any issue with time zone differences or communication, they are always available, very easy to manage and extremely adaptable.

What did you find most impressive about this vendor?

What I found most impressive about LimTC is the owner's ability to listen and understand the exact requirements, understand the environment and the particilar challenges of the tasks and therefore to identify exactly the perfect match for the task.

The owner is always available for any issues, manages any expectations or challenges so that I can concentrate on growing the business with qualified staff without the hassle of having to manage them. I would really highly recommend this vendor.

Are there any areas for improvement?

BACKGROUND

Please describe your company and your position there.

I’m the Chief Executive officer of 2 Reward Me, a Digital loyalty platform is a cloud-based digital marketing platform for marketers and brands/merchants of any size. If you need to engage and retain your customers while collecting data through multiple marketing touchpoints, take your Loyalty, and Coupons mobile.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

I was looking for Experts in the field of Marketing to join my team considering that 2 Reward ME is a new project empowered by Clearline Mobile, a leading marketing platform that has been in the market for more than 10 years. So I hired a Digital Marketing Director and a Social Media manager with no hassle and at a very affordable rate. They boosted the pace and I was able to launch 2 Reward Me on the planned date of the launch.

I never expected outsourcing to be that effective, their team understood my market very quickly and was able to approach the market and face the challenges. They have taken a load off my shoulders, they surprised me with running the project smoothly and finding solutions to any problems they meet. Now I can rely on them and focus on my core functions and my other projects.

What were your goals for this project?

I wanted support to launch my project in time and a team to rely on to deliver excellent service to my customers. My customers are mainly C level and to meet their expectations and deliver excellent service is a bit difficult, however they were able to make that happen.

SOLUTION

How did you select LimTC?

I have looked everywhere and i have seen them listed in several review sites on the top list of BPO firms in Ukraine, i thought they were only into the IT field, however they surprised me by taking the extra mile and handing over CVs to experts in my field and when i screened them i knew why LimTC have made it to the top of the list of BPO firms in Ukraine. The main review platform I relied on was Clutch as I know it's authentic and reliable.

Describe the scope of their work in detail.

The Marketing Director should take ownership of the platform, he is responsible to attend online meetings/pitches, work on proposals, onboard clients, support customers, and work on proposals for other identities as well. The Social Media Manager has to manage all the social media accounts of the company, attend to customer inquiries, and act as a community manager.

What was the team composition?

I hired a Marketing Director, Social Media Manager, a person for lead generation & a graphic designer to support our Social Media Manager.

RESULTS & FEEDBACK

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

It was a risky move, but it was worth it! I was able to launch my project in-time, got more organized and had a team to support me with their experience and knowledge. My social Media has been successful and I was able to organically generate engagement and increase my followers. Our Graphic Designer was able to build a solid strategy aligned with our goals and activities.

How effective was the workflow between your team and theirs?

It was smooth and easy, we were always connected through different channels such as Slack, Zoom, Google meeting and they were always attentive to all communication channels and had a quick turnaround time

What did you find most impressive about this company?

They are trustworthy, transparent and reliable. They were able to understand my requirements and were able to offer me the expertise I was looking for. They took the extra mile and offered services that were not on their portfolio.

Are there any areas for improvement?

It will always be the financial factor. I believe they are a bit expensive, however their pricing is reasonable for the value they deliver. Their team is built of professionals in different fields and it makes sense that keeping them on-board has a high cost!

BACKGROUND

Please describe your company and your position there.

I am heading Data & Digital Business for BESTOFMINE, a performance-driven ‘Data & Digital Agency' providing analytics, marketing, and technology consultancy services.

Following are focus areas:

• Data and Digital Intelligence
• Marketing Implementation & Optimization
• Market Research & Strategy
• Digital Sales Optimization
• Events & Conference Services
• Training & Workshops

We are working on Distance Learning Portal to provide free education to everyone. Proprietary Rights on Data Exploration and Data Hub, and CleverGraph which helps Data Visualization and Analytics capability improvements in Students to Business Leaders.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

The services I hired from LimTC are various as I was proposed a solution by Anton their CEO. Due to the market situation, I’m always careful withholding my liquidity solid which means I had to eliminate unnecessary roles, which I think were needed but not mandator such as Virtual Assistant, Pre-sales support.

Later on the line, I was proposed by them to approach the U.S market as they believed in what we do and they have a solid database built from paid resources so they can reach decision-makers easily and propose our services. As an add-on, we hired them for lead-gen and till now it worked well as they have generated a couple of cold leads that turned into clients.

Other than that, we newly initiative our services in Events & Conferences by partnering with IICD Group - UAE. Hence we were looking out some companies who can help us build leads and databases so we can target our B2B and B2C prospects for our Events and Conferences.

What were your goals for this project?

Building a clean and most accurate database for us; I wanted to eliminate the hassle of looking after my back-office operations and I wanted to support my account managers with virtual assistants and my sales team with pre-sales outsourced service which helps them schedule appointments and qualify our leads.

SOLUTION

How did you select this vendor?

I was approached by one of their marketing team on LinkedIn, and when I checked their website and their reviews in the clutch, I think they were on of the top companies on the clutch and had many reviews

Describe the project in detail.

My account managers had a lot on their plate and used to sometimes be late on their reports and sometimes had to reschedule appointments but now with each having a virtual assistant that’s always connected through different communication channels helping them in preparing their presentations, reminding them of their appointments, scheduling appointments, etc..

The presales services helped my sales team with qualifying leads, scheduling appointments, etc.. The lead - gen helped me approaching the U.S market which was off my plans at the moment but it was a good hit. Building a database for following;

1. Visitor Database
2. Exhibitor Database
3. Sponsor Database
4. Students Database
5. Delegates Database

What was the team composition?

The team was composed of 7 virtual assistants, 6 pre-sales team members and 3 for lead generation

RESULTS & FEEDBACK

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

The virtual assistant helped my account managers got more organized and have more time to serve my clients. The pre-sales service helped me downsize the sales team while having the same outcome or results. Lead-gen helped me to approach the U.S market and was able to sign-up with 2 companies till now.

How effective was the workflow between your team and theirs?

It was very smooth, we were always connected using Slack, Zoom, e-mails and when needed we ran paid phone calls but overall I would say the workflow was seamless that no one ever reported that he was unable to connect with them or they were delayed in their work.

What did you find most impressive about this company?

It’s well organized, their team is extremely professional and honest, the value I got was more than the investment I paid.

Are there any areas for improvement?

I just think they need to increase their services bandwidth.

BACKGROUND

Please describe your company and your position there.

I'm the CEO and Co-founder of E-smart academy, an educational platform, built to spread education and make it affordable to everyone. It connects tutors across the globe with students willing to learn.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

It was difficult as a start-up online educational platform to reach tutors across the globe and to also reach students. But the challenge was also to be able to handle incoming inquiries through phone calls, e-mails and online chatting.

We have assigned a bot for a while, but realized that having a Bot makes us lose opportunities, many tutors & students lost interest to come on-board when they were getting bot responses. I have tried building an in-house team but unfortunately, it was a huge expense on my balance sheet and they were not able to meet my expectations.

What were your goals for this project?

To design a workflow that could run smoothly and in an organized pattern. Deliver excellent service to the platform users whether it was instructors or students. To assign customer support to moderate all the online classes and rectify any technical issues.

SOLUTION

How did you select this vendor?

When I decided to outsource my services, I went through many company websites and visited many review sites. It was difficult to choose because I had 2 options, either to hire LimTC at a high investment or higher another firm in India at a lower investment.

But because I have a bad experience with using outsourcing firms in India and Philippines, so I decided to try LimTC instead of compromising on the quality of service.

Describe the project in detail.

Initially, it was that I needed a customer support team to handle my incoming inquiries. But when i briefed LimTC about my platform they were proactive and proposed to have:

• a customer support team to look after my incoming inquiries
• a community manager to look after the chatting part
• a virtual assistant for myself and every tutor who registers on the platform to help them with organizing their files, helping them with presentations, correcting homework, etc.
• a technical team to moderate all classes to make sure issues are rectified immediately

What was the team composition?

The team were 7 customer support, 3 community managers, 35 Virtual assistants & 10 moderators

RESULTS & FEEDBACK

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

The platform has been running smoothly, we are receiving hundreds of new instructors registration and many students have been registering for new courses. I have never expected that an outsourcing firm would be able to meet my expectations and support my platform in this way.

They have absolutely saved me approx. 40% on my employment expenses and taken away the hassle of building a team and training them, they just took over the project and started hitting every milestone i set!

How effective was the workflow between your team and theirs?

It was easy, we were always connected at all times through different channels. I didn't have to worry about incoming inquiries and I never got an issue raised from an instructor or student regarding any matter related to LimTC services.

What did you find most impressive about this company?

They hit every milestone i set, they were very proactive and approached us with suggestions and reports on a weekly basis showing how successful our platform is running, and how many students and instructors they were able to get on-board after rectifying their inquiries

Are there any areas for improvement?

It will always be the pricing. I do agree that in comparison to other companies their pricing is fair, and I agree that they deliver high value. But still, for a start-up, it was difficult to decide to invest a huge amount while it's the first time to use their services. But I'm glad they were able to deliver what they promised.

BACKGROUND

Please describe your company and your position there.

I'm the CEO and owner of a marketing and advertising agency and we specialize in Digital marketing. We offer our clients a wide range of services such as Creative management, Social Media Management, Web development, etc..

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Limitless Technology Consultants (LimTC)?

Prior to hiring LimTC, my team were always late in submitting their task and used to sometimes miss deadlines or tasks could fall off their calendar.

Also as a digital agency, it was depressing that our response rate to our Client's social media account and webchat was always delayed, the turn around time was a big issue and this matter affected my business reputation. I had to do something about it and that's when I decided to outsource some services to a third party

What were your goals for this project?

My main goal was to deliver value to my clients, to deliver excellence in customer service. We wanted to improve our reputation in the market and be able to offer 24/7 customer support on their website and social media accounts and also have an expert to be assigned for these tasks

SOLUTION

How did you select this vendor?

I was referred to this vendor by a friend of mine, but again i know outsourcing is a critical matter because the third party will represent your brand so i went online checked their website and their reviews on Clutch in specific as i trust this website and it seemed they were reliable and good feedback from their clients

Describe the project in detail.

The project was to take over all the customer support on our client's website and to have it assigned to a community manager to ensure the quality of service. But I have proposed a really good solution by LimTC team, it was to also assign a virtual assistant to each of my account managers to help them meet their deadline and have a smooth process. 

Honestly, I hesitated but after experiencing their service, i mean it has smoothened the internal process and the team started picking up again and that's when i decided to rebrand my company. To sound out loud that things have flipped and its time to gain my reputation back in the market

What was the team composition?

The team was initially 3 virtual assistants, 5 Customer support and 2 Pre-sales. Then later when we decided to launch a few e-commerce websites we hired 3 more customer support

RESULTS & FEEDBACK

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

My team has been very organized and are meeting their deadlines. We were to retain our existing clients and gain positive feedback from them and was able to gain 3 new clients who were amazed by the customer support service on the e-commerce sites.

How effective was the workflow between your team and theirs?

We are assigned a main contact who would report to myself on a weekly basis, but overall there was continuous communication between both teams using several communication channels such as Slack, Zoom, etc.. It was really smooth and easy, haven't got any issues raised by my team regarding the workflow.

What did you find most impressive about this company?

I was shocked that they were able to understand the needs of my client and assign native speakers, with more than 50% off the expenses I would spend in Dubai to hire such expertise! They are cost-effective, affordable especially when signing a very long-term contract

Are there any areas for improvement?

I think they need to start taking over short-term contracts because if it wasn't my referral and the reviews I have seen on Clutch i wouldn't have accepted to sign a long-term contract before trying their service in a short-term contract.

BACKGROUND

Please describe your company and your position there.

CEO and Owner of a consulting company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Limitless Technology Consultants (LimTC)?

After much research and countless hrs of going over reviews and meeting potential companies i choice to hire LimTC based on their track record and on the immediate results for customer service and support

What were your goals for this project?

My goal was to could provide new, potential and existing clients with support and customer service 24/7. I wanted that new clients could ask range of questions and get custom and real time feedback vs standard F&A. We also needed support on software we developed or handling basic technical issues and making sure clients could get the help the needed at any time from login, security, server to trouble shooting.

SOLUTION

How did you select this vendor?

Anton and his team outlined a solution that built for me a dedicated support team of 15 people, 24/7 1st and 2nd support. This team had lead for each region as well as a manager to supervise the entire operation. The team made sure to cove all my pain points as well as suggest other areas they could support or streamline to make my clients satisfied.

Describe the project in detail.

The challenge i had was providing support for my IT services and software development for the USA, EMEA and APAC Regions. Not only did I need a dedicated team but the ability to provide 1 and 2nd line of support 24/7.

What was the team composition?

The Team has 2 team leads, one manager and Anton also was involved to check the overall process of the team and management.

RESULTS & FEEDBACK

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

We had great success in retaining our current clients as well as closing new clients. The ability to always be there and provide support and customer service and not pull my other team away from its duties in sales for example was a tremendous help for my company and resulted in higher profits and satisfied customers!

How effective was the workflow between your team and theirs?

Their workflow was seamless and synced from the beginning. Not only did LimTC team do their job well they integrated with my company and team as if to say we were 1 and the same. Perfect Harmony!

What did you find most impressive about this company?

What me and my team found impressive was the level of commitment by the LimTC team and most importantly Anton's involvement. Most companies, the hierarchy is not involved or only checks occasionally . With Anton he also made sure to get involved by being aware and in the beginning of the project hands on to ensure success.

Are there any areas for improvement?

can't think of any!! Above and beyond my expectations and goal was executed by LimTC