Vicky Virtual

BACKGROUND

Please describe your company and your position there.

We're a marketing and software agency providing comprehensive services to small business owners all over the United States. I’m the chief marketing technologist and I set up campaigns and attribution for small businesses.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vicky Virtual?

We wanted professional support for the calls that we receive because we need to make sure that our clients don't miss any of the calls we drive to their business. We needed a company that could handle substantial call volumes, with 95-100% of calls answered immediately. This is something very few small businesses are capable of doing in-house.

What were your goals for this project?

We charge our clients based on appointments scheduled, so we wanted the potential customers for our clients to be able to talk to someone live.

SOLUTION

How did you select this vendor?

We started this process by combing through reviews for receptionist services that could handle appointment setting. We reached out to a half dozen companies, and Vicky Virtual was the most responsive. We started with their seven-day free trial, and after providing them with our script, they knocked it out of the park.

Describe the project in detail.

Vicky Virtual provides us with virtual receptionist services with coverage from 8 AM to 8 PM EST, Monday through Friday. Our potential customers get a live person versus voice mail or a recording. The receptionists answer the phones warmly and professionally, find out who's calling and why, and are able to assess their needs and get them scheduled for a cleaning quickly and efficiently, with a follow-up email sent directly to us and the client.

What was the team composition?

Vicky Virtual assigned between four and six people initially but can assign more staff as volume requires.

RESULTS & FEEDBACK

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

The receptionists consistently convert 45–55% of the calls we send them into scheduled appointments. Also, having a live agent has generated 32 times more conversions than driving leads to a webpage. Each call costs us less than $1 and we are able to send them hundreds of calls generated through radio advertisements without them breaking a sweat.

Vicky Virtual is pretty much getting every call we throw their way, even with the high bursts of calls that come with radio commercial and a few other services that dropped tons of calls. I couldn't be happier with how well Vicky Virtual works for us.

Furthermore, our clients also get compliments often on how friendly their receptionists are. Overall, Vicky Virtual is very effective and gives us a level of service that works for us and for our clients. I'm using them for all of our small business clients' call needs going forward.

How effective was the workflow between your team and theirs?

We get updates after every single call, plus, their owner is proactive in reaching out and seeing if there are any improvement they can make. Vicky Virtual recently had a migration that disrupted their normal schedule. The owner got in touch immediately and let me know what was going on so we could pause our radio advertisements, and it was quickly resolved for us.

What did you find most impressive about this company?

Their owner is extremely responsive and the team is professional and organized. I was really impressed with how fast they got us set up in the beginning. I also love that we can give them fairly complicated scripts and we receive recordings that show that they're following them in a way that sounds natural. I've been happy with Vicky Virtual’s level of client care and professionalism.

Are there any areas for improvement?

The migration to the new platform was a little bumpy, but our average cost per call has gone down since they switched over and it seems like we're getting email reports faster.

BACKGROUND

Please describe your company and your position there.

I’m the research and development manager of a subscription service. We provide publishers with different resources to help them get more paying subscribers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vicky Virtual?

We hired Vicky Virtual to field all of our calls while my admin staff was on personal leave.

What were your goals for this project?

We needed someone fast but didn’t have the time to train a new person.

SOLUTION

How did you select this vendor?

I found them online.  

Describe the scope of their work in detail.

The Vicky Virtual team answered all of our incoming calls and directed them to the right persons. They also took messages and sent out emails.

RESULTS & FEEDBACK

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

They were prompt and never missed a single call. Not only did they help me save a lot of time in training someone else, but our sales also increased because of the professional way they handled calls. We will use them again.

How effective was the workflow between your team and theirs?

Communicating with their team was easy. Vicky Virtual handled our customers like I was personally on the phone with each one of them. Their customer service was amazing. They handled any issue that came up right away.

What did you find most impressive about this company?

I was impressed with their professionalism and empathy. I would recommend them to anyone.

Are there any areas for improvement?

I can’t think of anything.

BACKGROUND

Please describe your company and your position there.

My company is paint Chicago. We are a residential and commercial painting company. I am the owner, I run most day to day operations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vicky Virtual?

We needed someone to answer the phone for us in a professional manner. We lost a lot of business from dropped or missed calls before we signed up for their services a couple of years ago.

Their reps scheduled estimates around our availability, assisted in answering just some basic painting questions, their overall flexibility to deliver a great overall service has assisted in our growth.

What were your goals for this project?

We wanted our clients to have an amazing experience on the phone. Professional, helpful and patient.

SOLUTION

How did you select this vendor?

We heard about Vicky virtual through different business owners who had successful experiences with them in the past, in groups on Facebook.

Describe the project in detail.

They covered the phones for us for 4-6 hours a day, five days a week, depending on the days we anticipated the most traffic.

What was the team composition?

I consistently had 2-3 people available for my project.

RESULTS & FEEDBACK

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

Basically we were able to pick up 2-3 more phone calls on average per day that were potential customers. That meant we had 3-6 additional estimates per week. It was tremendously helpful.

How effective was the workflow between your team and theirs?

They made working with them very easy. They communicated clearly with us during the entire process. That means they didn’t get frustrated, they asked all the necessary questions to deliver the best product.

What did you find most impressive about this company?

I truly appreciate all of the interactions that we have had with Vicky Virtual, everything we were told about them was true. I sincerely appreciate their assistance in the growth of my business.

Are there any areas for improvement?

They had a call or two that fell through however that didn’t happen enough to be an issue. Overall our experience with Vicky Virtual is fantastic. I will continue to use their services now and in the future.

BACKGROUND

Please describe your company and your position there.

I started my business as a college student who also worked full-time. As I grew, so did the amount of calls I received.

OPPORTUNITY / CHALLENGE

What were your goals for this project?

My goal was simple. I needed someone to take calls when I was in class or at work. Every missed call is missed revenue, and I didn't want to leave money on the table.

SOLUTION

How did you select this vendor?

When I began looking for a solution, I came across Vicky Virtual. They were a startup that seemed eager to earn my trust and business. I gave them a chance and never looked back. I used Vicky Virtual from the time they launched until the time I sold my business.

Describe the project in detail.

I ran a web-based cleaning service, so I didn't have an office or staff. Vicky Virtual stepped in and filled that role. They took the calls and sent me an email with the details of the call. If it was urgent, they transferred the call to my cell.

What was the team composition?

They worked with me and my subcontracted cleaning companies.

RESULTS & FEEDBACK

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

The service paid for itself each month, based on the bookings they made. I honestly owe a lot of my success to this company.

How effective was the workflow between your team and theirs?

It was quite simple. 

What did you find most impressive about this company?

I was amazed by the simplicity of it all. I expected to download a bunch of apps or buy fancy equipment for this to work, but it was easy. If I ever need a similar service again, I won't need to search for someone to handle my calls. I still keep in touch with the owner.

Are there any areas for improvement?

I can't recall anything. I was happy with their service.

BACKGROUND

Please describe your company and position.

I am the Owner of Henrichsen Law Office

Describe what your company does in a single sentence.

We are a law firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Vicky Virtual to accomplish?

• Screen calls
• Route calls

SOLUTION

How did you find Vicky Virtual?

Online Search

Why did you select Vicky Virtual over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Vicky Virtual were assigned to this project?

2-5 Employees

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

They answer my incoming calls.

RESULTS & FEEDBACK

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

They answer my incoming calls. 

What was your primary form of communication with Vicky Virtual?

Email or Messaging App

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

Vicky Virtual's team, which has been working with me for some time, is excellent.

BACKGROUND

Please describe your company and your position there.

I am the founder of a career services startup.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vicky Virtual?

We started working with Vicky Virtual to streamline our call handling processes.

What were your goals for this project?

We expected them to respond to calls promptly and provide prospective clients with all the information they needed to make informed decisions about our services.

SOLUTION

How did you select this vendor?

We evaluated multiple competitors.

Describe the project in detail.

The call handling services are ongoing.

What was the team composition?

We work with a small team.

RESULTS & FEEDBACK

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

At this point, I would not recommend Vicky Virtual at all. They have changed their call handling platform multiple times in the past year. As a result, their services are inconsistent; none of my calls have been answered for the past 3 weeks. Vicky Virtual is attempting to pass blame on to my company, even though the service disruption coincided with the platform changes.

How effective was the workflow between your team and theirs?

The partnership was very good until the service breakdown occurred.

BACKGROUND

Please describe your company and your position there.

I'm the owner and lawyer of a solo practice.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vicky Virtual ?

I hired them to answer the phone, take messages, and manage my schedule.

What were your goals for this project?

My goal was to achieve a 90-100% answer rate.

SOLUTION

How did you select this vendor?

I selected them through reviews online.

What was the team composition?

I was the only one who interacted with them. 

RESULTS & FEEDBACK

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

They had difficulty picking up calls, then blamed me for using a Google number for my business. After having multiple conversations and realizing that my pickup rate averaged 60%, which is 30% below the industry standard, I cancelled the service. They also failed to send monthly invoices unless specifically asked to do so.

How effective was the workflow between your team and theirs?

It was not effective.

What did you find most impressive about this company?

Once they answered the phone, they were decently competent.

Are there any areas for improvement?

The ability to answer calls would be great.

OPPORTUNITY / CHALLENGE

Why does your company require outbound services? Did you use to handle these needs in-house?

We needed their services because we had a lack of good administration.

What is the volume of outbound calls your company was handling per day?

About 60 calls a day.

SOLUTION

What do they provide for you on a normal basis?

They provide a very good service.

How did you find and select your them?

We found them through Facebook.

RESULTS & FEEDBACK

Please assess their quality of work.

They are very good.

How much time and money do you estimate that they save you each month?

They save me about $20 a month.

Based on your experience, what takeaways can you share about working with them?

Their service is very good.​​​​​​​

OPPORTUNITY / CHALLENGE

Why does your company require outbound services? Did you use to handle these needs in-house?

We use this service because it is the easiest way to automate the company.

What is the volume of outbound calls your company was handling per day?

300 calls per day.

What were your company’s goals for the partnership with this service provider?

Our goal was to improve call attention.​​​​​​​

SOLUTION

What do they provide for you on a normal basis?

They provide the best quality and the best service.

Could you describe their pricing structure and how they bill you?

We have an annual billing plan.

How did you find and select your them?

We found them through an online advertisement.​​​​​​​

RESULTS & FEEDBACK

Please assess their quality of work.

They are good.

How much time and money do you estimate that they save you each month?

They save us a lot of time and money, and improve the ease of doing the work.

Based on your experience, what takeaways can you share about working with them?

They are the best in the area.

What do you think are their strengths?

Their strength is the quality of the service they provide.

Where do you think they can improve?

There is nothing they need to improve.​​​​​​​

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We used to use a cell-phone based service that I personally answered or retrieved customer queries but I eventually tapered off that phone number to be used as a personal phone because I began to travel domestically and internationally for business and needed to have a steady number at which my family could reach me. I began to look around for someone or some business to handle simple customer and business inquiries and this virtual receptionist was favorably recommended to me. My customer support is very simply and accurately handled by virtual reception and my business contacts can leave necessary information for me that is easily retrieved. I am very happy with this service.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

Only about 15% of my business is transacted via inbound calls. Most of my company inbound calls are from temps and interns who are phoning in research data and information.

What challenge were you trying to address with the service provider?

Easing my phone load and opening up my previous business phone number for personal use.

SOLUTION

What was the scope of the service provider's involvement?

For the most part Vicky Virtual Answering Service directs potential customers to my preferred ordering sites (such as Amazon), providing them with direct links and such. Some direct orders are taken, mostly for charities and for customers who are requesting personalized or signed items. The service also takes direct information from my correspondents who are phoning in research data that would be too lengthy to be handled by text.

Could you describe the pricing structure and how they billed you?

We pay $99 per month. I believe we are still on the beginning or lowest price plan. The business has not required an upgrade in answering service yet. We pay each month and are currently under no continuous contract or obligation. We have yet to pay any overage fees and the voice mail is covered in the fee.

How did you come to work with this service provider?

It was recommended to me by a business associate who is roughly in the same business situation as I am.

How would you assess the service provider for answering calls, customer service, and communication?

I have had no problems whatsoever. I have never had a customer complaint and -- I can safely assume -- that my customers have appreciated the handling of the calls and the high quality of the communication.

How much time, in hours, does this service provider save you each month?

I don't know if it saves me any money because I wasn't paying for a service before I signed on with them. I do believe that they do provide me with at least a 200% increase in sales each month because they are answering the calls that I previously had been missing when I was answering on my own.

How much money does this service provider save you each month?

N/A.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

It is a reasonably priced alternative to hiring an on-site employee and the business impact is virtually all positive.

What are the service provider's strengths?

Full time access to customers and off-site employees and researchers.

How can the service provider improve?

I would like to see them be able to be "daily specific" to sales information to properly inform customers of sales and promotions but I do realize that this would be nearly impossible.

How long has your company been working with this service provider?

We started in December 2016 and it's ongoing.

How much money do you spend annually with this service provider?

We spend less than $1,000.