24H Virtual

BACKGROUND

Introduce your business and what you do there.

I’m the operating director of a law firm's backend service. We handle any kind of office and administrative tasks for different clients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 24H Virtual?

It was very time-consuming to put together a decent team of receptionists that could answer calls from our clients, so we wanted to outsource the management of our call-answering needs, along with the technical aspects that are in order. They take care of our calls overflow and also answer all of the calls for certain clients of ours.

SOLUTION

What was the scope of their involvement?

24Hour Virtual has been helping us scale our call-answering service bandwidth.

What is the team composition?

We mainly work with Paul and Sabrina (Co-Founders), but they handle their team according to the project’s needs.

How did you come to work with 24H Virtual?

The owner of our company met Paul through a Facebook support group for call answering services. After discovering that answering calls was time-consuming, we reached out to them, and Paul offered his services. After a few interviews and a smooth trial period, we transferred all of our call-answering necessities to them.

How much have you invested in them?

We invest around  $1,100 a month with them.

What is the status of this engagement?

We started working together in January 2022, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to their work, we’ve delivered a better service in general; the trained team is focused and provides detailed data and messages to our clients, which is nice. Also, I can now feel less stressed because I can concentrate on growing multiple other companies instead of worrying about answering calls and giving information myself. Overall, they’ve saved us a lot of time and contributed to my personal sanity — you can’t put a value on that!

How did 24H Virtual perform from a project management standpoint?

Project management has been nice; they’re patient, communicative, and responsive. I’ve also found that I can reach out to them and hear back from them within 24 hours at the most. I can’t ask for more — they do what they say they’ll do.

What did you find most impressive about them?

The personable attention I have with their partners has made it a smooth transition. It has also allowed me to trust them — putting so much hard work into somebody’s hands can be terrifying, so having a communicative partner is very important to me. Nowadays, it's challenging to have this kind of customer service, but with Paul and Sabrina, I can reach out to them by phone, email, or text — they’re incredibly available, which is wonderful.

Are there any areas they could improve?

We had a couple of hiccups at the beginning of the project, but it wasn’t their fault; they’ve handled everything they can, so I don’t think there’s anything they can improve.

Do you have any advice for potential customers?

Ensure that you give them as much information as possible so they can understand your business and deploy the proper tools that your team requires.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of an appliance repair company that’s based in Canada. At the moment, our services are available in British Columbia, Quebec, Alberta, and Ontario.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 24H Virtual?

We have several customers scattered across the country, so we need someone to answer their calls on a 24/7 basis.

SOLUTION

What was the scope of their involvement?

24H Virtual serves as our 24/7 customer support partner. We’ve sent them all of our previous scripts, and they’ve successfully implemented them in handling incoming calls and responding to customer emails. At the moment, we’re still improving all the internal processes and workflows.

What is the team composition?

We’re working with their entire team, including the owner.

How did you come to work with 24H Virtual?

We found them through a recommendation from one of my existing providers.

How much have you invested with them?

We’ve invested about $10,000 CAD (approximately $8,000 USD).

What is the status of this engagement?

We started working with them in November 2021, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

We’ve noticed a huge improvement in our conversion rate, which means most of the calls that they get have turned into real appointments. Also, their team is always on top of their game, so we’ve been very satisfied with their service.

How did 24H Virtual perform from a project management standpoint?

They’ve managed the project really well. They’re always in touch with us, especially their owner who always tries to find ways to improve our collaboration. We mainly use Slack to communicate any information and exchange files.

What did you find most impressive about them?

The best thing about working with 24H Virtual is that their owner keeps in touch with us directly — we never have to go through any other channel or person, which is very convenient.

Are there any areas they could improve on?

For us, there’s always room for improvement in the aspect of answering phone calls faster and billing customers more quickly.

Do you have any advice for potential customers?

Check out their website.

BACKGROUND

Please describe your company and your position there.

I am the Marketing Director of Weld Community Credit Union.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual, and what were your goals?

We at Weld Community Credit Union had a crazy idea of developing The North Pole Connection. It is a 70 foot Blue Spruce tree decorated with Christmas Decoration, with a phone speaker box hardwired in front of it. The idea was to have children come to the speaker box, push the button and it would "dial the North Pole and have an Elf answer. That is when 24H Virtual came in! They answered the phone and pretended to be an elf at the North Pole!

SOLUTION

How did you select this vendor?

I researched vendors on line. Looked at reviews and this particular vendor said they would take on small projects. I sent an email of inquiry to 24H Virtual and Sabrina answered with great enthusiasm! We had an interview, I interviewed her as well as she interview me... and decided we had a common internal goal of People helping People!

Describe the scope of their work in detail, including any steps and the final deliverables.

24H Virtual asked me for details of what we wanted the "elves" to say. For example: No mention of Santa or Mrs. Claus, only talk about elf stuff, how the reindeer were doing, toy making coming along. Elves on the Shelves reporting. Asking what a child wanted for Christmas but NOT promising. Have they been good? Elf Jokes. So then 24H Virtual started recruiting people that could be Elves and enjoy it. The final deliverable was that they had a person dedicated to answering the phone line and acted like elves and made children very happy. This was our first year but we will hire them back next year!

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

I worked directly with the Co-owner and she was fantastic. If we had any issues at all I would call the 1-800 number and that person was very good with customer service and took good care of me as well.

RESULTS & FEEDBACK

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

We didn't know what to expect and put a lot into a marketing budget to advertise for kids to come to the credit union and talk to the Elves at the North Pole. Learning from this first year, next year we will limit it to 7-10 days once Winter Break starts for the school district in the area. And will grow on the success that we had this year.

Describe their project management style, including communication tools and timeliness.

We had a few meetings to kick this project off, then met during to see that our needs were being met. Then had a closure meeting. We either talked on the phone, for the interview we had a Zoom call.

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

The most impressive thing about 24H Virtual was that they were my partner and loved this project as much as I did! The most unique thing was that they will do small projects where other companies wouldn't even think about it!

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

No.

BACKGROUND

Please describe your company and your position there.

I am the manager of a B2B company where we offer virtual solutions to our clients.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual, and what were your goals??

We have clients who need 24/7 assistance in admin work and call answering. As a team working on regular business hours, we were looking for another company that can offer the same quality of services for our clients and be available 24/7.

SOLUTION

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

We searched for after hour answering service on google and selected 24 hour as they were the most capable in the type of work our client needs done.

Describe the project in detail and walk through their service package, including any calling tools used.

We have many clients that have differing tools and instructions that 24H work with. Most of the time they are screening calls and answering FAQs, managing emails, and booking appointments.

Who did you work with and what was the feedback process like?

Our account manager oversees a group of 10 or so people, keeping regular updates with me and my team to make sure communication is smooth between all of our mutual clients.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our clients have grown and expanded thanks to the help of 24H and their capability to work together with us.

Describe their project management style, including communication tools and timeliness.

We email and use slack on a daily basis to communicate

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

The set up was easy and was faster than most companies. The relationship building is also honest and in good faith.

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

Minor mistakes as part of the learning curve.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Beam Cleaning, a residential and office cleaning service.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 24H Virtual?

Due to COVID-19, our business closed down for several months. When it was finally time to get started again, everything changed in our industry and market. As a result, we found it difficult to find new customers.

SOLUTION

What was the scope of their involvement?

24H Virtual developed and designed my website from scratch. We were very specific with the colors we wanted to see so they followed what we preferred. They also spearheaded our branding and content marketing efforts.

What is the team composition?

We worked with Paul (Co-Founder & Director of Client Relations) and Sabrina (Co-Founder), but our main point of contact was Paul.

How did you come to work with 24H Virtual?

24H Virtual reached out to us, and they asked us if we needed any virtual receptionist services. They were local so they had a good understanding of the industry in Canada. As a result, we decided to work with them.

How much have you invested with them?

We spent $25,000.

What is the status of this engagement?

Our partnership ran from June–July 2021.

RESULTS & FEEDBACK

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

24H Virtual finished our website. I didn’t have a lot of content to share, and they developed all the content that I needed, especially the services my company offered to our customers. If it weren’t for them, my platform wouldn’t exist today. If we ever need anything again, I’d definitely come back and work with them.

How did 24H Virtual perform from a project management standpoint?

We typically communicated through texts and Slack. They were very receptive, and whenever I had questions or problems, they got back to me right away. Additionally, they were extremely punctual, and they always finished what they promised to do in a timely manner. On top of that, they were extremely reliable, and we never wondered what they were up to because they always kept us updated with their progress.

What did you find most impressive about them?

Paul was very helpful. Even after the website was completed, he taught us how to navigate through the site. In fact, he spent over an hour explaining details. We also had other issues where we came back to him and he scheduled some time for us. Overall, he was very dedicated and patient.

Are there any areas they could improve?

I wouldn’t see it as an area for improvement, but I’d like to see them offer more services such as business development services.

Do you have any advice for potential customers?

I’d definitely recommend 24H Virtual to other companies. They wouldn’t regret working with the team.

BACKGROUND

Please describe your company and your position there.

I'm the Comptroller of our company which owns and manages multi-industrial commercial real estate.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual, and what were your goals??

We receive calls all day long including after regular business hours. The Vendor takes all of our calls and either forwards or takes messages, based on a set of criteria we have given them. We wanted to spend less time on the phone and deal only with the calls that are pertinent based on what function each individual is responsible for.

SOLUTION

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

We didn't really think about this virtual receptionist until it was brought to our attention by the Vendor by cold calling us. We reviewed the rates and did a test run to ensure this would be a good match. It turned out to be a very good decision because of their professionalism and flexibility to our needs.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide reception service during a twelve hour window daily, including weekends. We have directed them to forward calls to each of us based on a set of criteria. Any calls not meeting the criteria are taken by the receptionist who sends us an email with all the details.

Who did you work with and what was the feedback process like?

We worked with the account manager who is very easy to get in contact within case we have any queries or want to tweak the way our calls our handled. He got us up and running very quickly and have no issues with the service.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

The feedback from our Tenants and Vendors has been very good and they are impressed with the quality of the calls handled.

Describe their project management style, including communication tools and timeliness.

The project manager keeps checking back with us to ensure all is well and if we wanted any changes to the way the service is being handled.

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

From their initial sales pitch to full implementation, it is a very easy and painless process. It would have been even better if we knew of this company years ago.

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

No, we can't think of anything that needs improvement.

BACKGROUND

Please describe your company and your position there.

I am the owner and team leader of an Airbnb property management company in Cornwall. We manage Airbnb properties for home and property owners.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual?

Our social media pages were created to showcase our properties and services, however limited. We needed a user-friendly website to be created for guests to have easy access to more options and for hosts / property owners to review all services offered.

SOLUTION

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

We compared web designers in the area, however were not pleased with either the prices and or reviews. We chose this vendor based on word of mouth of their reputation. The price quoted was fair and communication to inquiries were responded promptly and knowledgeable.

Describe the project in detail and walk through the stages of the project.

There was an initial virtual meeting to determine the needs and expectations of the project. A follow-up email was sent to gather more direct information. Once reviewed, the design of the website and flow of information was discussed.

An invite to join Slack was accepted, in order to discuss the progress and ideas in one group chat for the developers and myself to communicate. The developers also were able to assist with the back end portion. Once the project was near completion, a final review was completed.

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

In total, we worked with 4 resources who possessed the titles of Virtual Assistants and Virtual Receptionists.

RESULTS & FEEDBACK

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

Their process was very thorough and time-saving for our business. We were able to generate more property management inquiries from property owners and guests were able to utilize Top up options for their stays. The site is user friendly, informative and attractive.

How effective was the workflow between your team and theirs?

Progress updates was readily available and communication was easy via Slack. Realistic expectations were met and discussed.

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

This was definitely a positive experience. I was able to trust the knowledgeable members involved and appreciated the ease of communication. Responses were quickly given or in a timely manner.

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

No

BACKGROUND

Introduce your business and what you do there.

I’m the owner and primary inspector of a home inspection business. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 24H Virtual? 

I need call center services.

SOLUTION

What was the scope of their involvement?

24H Virtual acts as my reception staff and manages my appointments, calls, and clients. To do that, they use technology and tools that I’ve set up and purchased. They also use a couple of scheduling software for me. The engagement is fairly new, and we’ve only been collaborating for a little over two months. However, they're essentially working as part of my staff, so this is a long-term relationship. 

What is the team composition?

I work with two of their owners, including Paul (Co-Founder & Director of Client Relations), and four call center agents. A fifth agent is coming on, but that’s only because someone from their team is leaving or taking time off. 

How did you come to work with 24H Virtual? 

I put out a call to my network on Facebook, and they were recommended to me. A couple of individuals from my network had a prior relationship with one of 24H Virtual's business partners, and they put me in touch with them.

In terms of criteria, all the call centers I used in the past came from personal recommendations, so that was my first determining factor. Then, I wanted a vendor with local agents. When I checked 24H Virtual, their agents understood local geography and, to a certain degree, local real estate practices. That was important to me. They also had overseas agents who could call during lunch or dinner breaks and over the weekends. Finally, I wanted a provider that was willing to tailor their business to my needs.

Overall, 24H Virtual hit all these necessary criteria. They also had very competitive pricing, so I decided to hire them. 

How much have you invested with them?

So far, we’ve spent around $2,400. 

What is the status of this engagement?

I contacted them in February 2021, and we started working together in March 2021. Our engagement is ongoing.

RESULTS & FEEDBACK

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

From a management perspective, 24H Virtual’s services have given me a lot more time in the business, which is great. The quality of their work is also fairly high. Some mistakes are still made, but I don’t expect people to learn my business overnight.

Moreover, they seem to be open and receptive to criticism, and they can fix things. As such, I’ll give them high marks. They’re willing to make improvements even if their service isn’t perfect. Overall, I have no hesitation in recommending 24H Virtual.

How did 24H Virtual perform from a project management standpoint?

We primarily communicate over the phone and via email. We also use Slack, but it's only for quick day-to-day questions and not for training or timeline discussions.

For more long-term communications, we have monthly follow-up calls. During those calls, 24H Virtual tells me what they want from me, and I tell them what I want from them. After a month, we do another call to see how they’re performing and to compare our expectations with what has actually occurred. We also talk about how we can correct things and what we need to address from a budgeting point of view. 

Are there any areas they could improve?

The communication between their agents isn’t the best. While they have a system in place for that, it seems that there’s a breakdown in their communication.

On top of that, they need to perform timely follow-up calls. If our client calls in the morning and we don’t hear from them in the afternoon or early evening, I want the call center to reach out to that client within that time frame. That doesn’t always happen with 24H Virtual. I’ve addressed this issue with Paul, and we’re waiting to see how it improves. 

Do you have any advice for potential customers?

If you’re going to work with 24H Virtual, get your ducks in a row and provide the team with specific information and documents, such as scripts and processes. That's because you won’t realize how complicated your business is until you have to write it all down.

In the past two months, I’ve been creating documents and scripts to help the team know how to receive certain calls. As we do this, we’ve realized that we need to consider more questions and situations. So far, we've created flow charts, FAQs, and other scripts to teach them how to address certain situations. Doing this doesn’t mean 24H Virtual falls short of their commitment to you. It only means that as a business owner, you need to write things down so they have a document or an FAQ to turn to so they know how to handle your business. 

BACKGROUND

Please describe your company and your position there.

Our Company Nriched Health Inc develops and delivers Education programs, Services & Products in Natural Medicine. I am the Director of Nriched Health Inc

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual?

24H Virtual was hired to take care of our brand Centre for Ayurveda & Indian Systems of Healing customer service via phone support.

What were your goals for this project?

Customer support for our potential clients calling in for either educational information, health services or product order

SOLUTION

How did you select 24H Virtual?

We had worked with a few other services in past and exactly knew what we were looking for.

After the introduction with Paul & couple of meetings explaining our needs and challenges, Paul explained the process, support and price for their services it was clear that we want to work with them as it was exactly what we needed a partner, not a service company that sends a bill end of the month and no accountability.

Describe the project in detail.

Once we selected 24H Virtual, it was very easy to put all the pieces together. Paul took the time to connect and have multiple meetings till all operational details were added and a callers flow was created. It's been over 2 months since we have the service, it's been flawless, each member of our team gets an organized email with the client's details.

What was the team composition?

Initially, I worked with Paul the owner and operator of 24H Virtual and it was wonderful. Currently, his team members communicate directly with our team members and it's smooth.

On both ends, the team members know their roles and responsibilities and so the need to micro-manage has not arisen. As the owners of our own company Paul & I connect monthly to update and upgrade any required feature.

RESULTS & FEEDBACK

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

Within the 2 months of introducing the phone service/system channelizing the caller based on the needs has eased off the pressure on our administrative and managing staff. Now that all work is remote, besides email communication, the phone communication has been a notch up to our company's customer relationship.

How effective was the workflow between your team and theirs?

the workflow has been good with google docs in place that we share between teams. Paul & myself the owners of our individual companies are handling this project and it's been a smooth, easy & respectful relationship.

What did you find most impressive about this company?

Their dedication and involvement in making the experience easy are impressive. They are result-driven and willing to grow as we grow.

Are there any areas for improvement?

NONE

BACKGROUND

Introduce your business and what you do there.

I’m the managing director at a CPA accounting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 24H Virtual?

My circumstances were very unique; My brother who owned the practice passed away out of nowhere from a heart attack. As a result, I was recruited into this practice and I had to hire accredited CPAs to take it over. 

Our biggest challenge was figuring out a way to respond to third-party clients' notifications. As a result, I decided to hire 24H Virtual to help me manage the volume of calls I receive from customers because my brother’s practice has been around for many decades and he had personal relationships with his customers. 

SOLUTION

What was the scope of their involvement?

There are different aspects to the virtual assistant services that 24H Virtual provides, and that includes creating warm leads for us. They also send an email or text message to enable me to read my external client’s issues and be able to respond to them. We’ve prepared a script for 24H Virtual to follow and a mind map on how to respond during the calls. 

Part of their work is to help us notify clients of the owner's passing. The team also assists in conveying the message that while the owner is no longer part of the business, our company can still continue to service our customers. Overall, the 24H Virtual team needs to help us draw an impact on both the human and business aspect of the message. 

What is the team composition?

We have a team of 2–3 virtual assistants and we’ve also dealt directly with their two business owners. 

How did you come to work with 24H Virtual?

I contacted 24H Virtual and discussed what my needs were. They were able to answer all of my questions, and they seemed capable of satisfying our needs. As a result, we transitioned over to signing the contract and did very little research into other companies.

We also liked that they offered a trial period and there was no obligation to continue after that. Since we were happy with the trial period, we continued collaborating with the team. 

How much have you invested with them?

We spend around $400–$450 a month. 

What is the status of this engagement?

We started collaborating in January 2021, and it’s an ongoing partnership. 

RESULTS & FEEDBACK

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

The 24H Virtual team notifies me about the client’s inquiries and because of them, I’ve had ample time to call my clients back and mentally prepare how I should respond. Some clients have cried and couldn’t even talk to me, and some people also hang up during calls. I’ve also had people come in and sit on the couch, and cry for three hours straight.

Overall, the reactions that we’ve had from third-party stakeholders have been partly due to 24H Virtual’s talent of perfectly relaying the message we want to convey.

How did 24H Virtual perform from a project management standpoint?

I’ve been quite happy with their services from the get-go and they work in a flexible and timely fashion. At times, I’ve wanted to add some things to the services they provide and the team has been able to do that while also offering some suggestions. 

What did you find most impressive about them?

Their response time for any issues has been very quick on both phone and email. I can’t ask for anything more when it comes to their ability to solve our issues. Overall, I’ve got no complaints about 24H’s services. 

Are there any areas they could improve?

It’s very difficult to sit back and say what they can do better, but I’m sure people can find one needle in the haystack that can be changed. However, 24H’s services have no glaring deficiencies when it comes to interacting with our company. 

Do you have any advice for potential customers?

Be transparent and truthful about your story. Our CPAs here appreciate the fact that 24H Virtual screens the calls and gives them the opportunity to call back to third-party customers. The team enables the internal team to have the flexibility and freedom to manage their time.