Abby Connect

BACKGROUND

Introduce your business and what you do there.

I’m an executive at a construction manufacturing company.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Abby Connect?

During the COVID-19 pandemic, we didn’t have anyone going into our office, so we needed help with virtual receptionist services.

SOLUTION

What was the scope of their involvement?

Abby Connect provides virtual receptionist services focusing on customer care for our clients. They’ve started with introductory calls to get everything set up.

What was the team composition? 

We’ve worked with Alexandra and Jessica (Customer Success Managers).

How did you come to work with Abby Connect?

They were already working with us when I took my current position.

How much have you invested with them?

The cost of their services depends on the number of calls they receive for us. We’ve invested around $10,000 with them.

What is the status of this engagement?

We started working together in November 2020, and the engagement is still ongoing.

RESULTS & FEEDBACK

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

Everyone on our team is delighted with Abby Connect’s work and ability to lead a seamless process.

How did Abby Connect perform from a project management standpoint?

Project management has been great. They’ve changed our assigned account manager throughout the engagement in a seamless process and have stayed within budget. Moreover, their team is lovely and easy to work with. Regarding communication, we use phone calls and emails.

What did you find most impressive about them?

Abby Connect is a great team that has been able to handle challenging calls very well.

Are there any areas they could improve?

I don’t think there’s anything they can improve on — we pay the bill every month, and Abby Connect gets the magic happening behind the scenes.

Do you have any advice for potential customers?

Be sure to give them all the information they might need and update it constantly so that they’re up to date with your business.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Eagle Home Appraisal, a residential real estate appraiser.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Abby Connect?

I needed someone that could answer our phone calls for us.

SOLUTION

What was the scope of their involvement?

Abby Connect provides on- and off-business-hours virtual receptionist services for us. We asked them for personable and compassionate team members who could deal with our customers that could be going through difficult times. Consequently, they led a straightforward onboarding process to figure out what we needed, and then they developed a script.

What was the team composition? 

I’ve been working with an account manager and 3–4 call executives from Abby Connect’s team.

How did you come to work with Abby Connect?

I found them through Google research and chose them because they stood out among their competitors.

How much have you invested in them?

So far, we’ve spent $12,000–$15,000 with them.

What is the status of this engagement?

We started working together in December 2020, and the engagement is ongoing.

RESULTS & FEEDBACK

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

They’ve never dropped the ball; I get spot-on information from our customers, which is the quality we’re looking for because it helps us to close new business. Moreover, I recently tried different call centers that were cheaper, but I eventually had to come back to Abby Connect because they didn’t have the same quality and care.

How did Abby Connect perform from a project management standpoint?

They lead a seamless process and adapt to adjustments according to our business. Regarding tools and communication, we use phone calls.

What did you find most impressive about them?

Abby Connect’s team listens to our needs and is unique in adapting to the phone calls and leading a personable conversation. Additionally, they pay attention to details and can get a lot of information from our customers, enabling us to follow up on leads.

Are there any areas they could improve?

They had a phone app that was kind of clunky, but they already upgraded that to a web app that’s more user-friendly and allows us to keep track of calls and listen to them.

Do you have any advice for potential customers?

Communicate to them exactly what you need.

BACKGROUND

Introduce your business and what you do there.

I’m in the accounting and admin department of an insurance brokerage.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We like to provide flexibility to our employees to take time off when needed. If there’s any overlap with our employees, our size prevents us from having the coverage we need; that’s where Abby Connect came in to support us.

SOLUTION

What was the scope of their involvement?

Abby Connect provides call center services for us. They work remotely, covering for our employees when they take time off. The team answers the phone for us; they have a script and are trained to handle our customers’ needs. If they don’t know the answer, they reach out directly to specific people within our company based on the customer’s needs.

What is the team composition?

We work with an account manager who answers any questions that we have. Beyond that, Abby Connect has a staff of individuals who answer the phones. 

How did you come to work with Abby Connect?

We found them by searching online and reading reviews, and we chose Abby Connect because they seemed like a good fit.

What is the status of this engagement?

We started working with them in March 2020, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Abby Connect does exactly what they said they would; they take care of our clients when we can’t. We’ve received positive feedback from our customers about their service. If they sounded too much like an answering service or were unable to help our clients, we wouldn’t continue working with them. 

How did Abby Connect perform from a project management standpoint?

We appreciate that we can use them when we need them and don’t have to pay them a retainer when we’re not using their services. Our primary communication is virtual through email, and we also use phone calls. 

What did you find most impressive about them?

We like Abby Connect’s platform, which makes it easy to set up and turn their service on and off. Their employees are friendly, courteous, and thorough. 

Are there any areas they could improve?

There’s nothing they need to improve. 

Do you have any advice for potential customers?

Give Abby Connect a try; their service and product will convince you to sign up with them fast.

BACKGROUND

Please describe your company and your position there.

We are an app based company that provides an auto care savings app for Uber and Lyft Drivers. In addition, provide marketing services to fortune 500 companies.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Abby Connect, and what were your goals??

We hired Abby to be our answering call center for our company. Our goals were to make sure that our drivers and business clients were provided with the up most customer service at a very adorable rate.

SOLUTION

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

We selected this vendor thru Facebook. The factors were vital to our decision. We needed a professional sharp call center that can provide us with crystal clear image of a professional corporation. Both English and a professional well greeted customer service tone of voice.

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

They provide us with 24.7 answering customer service. They provide us with an email and text notification.

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

Christina is who we work with and the feedback process is flawless.

RESULTS & FEEDBACK

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

The outcomes is great for us! We stand out in the way we wanted the public to see us as. A company that provides superior customer service.

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

They email and text us instantly of all communications with full details of the call.

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

The professionalism they offer. When you call them you can tell, the difference when calling a answering service or a true business that offers professionalism

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

I am happy with everything.

BACKGROUND

Please describe your company and your position there.

I'm the Practice Manager of a small concierge type medical practice.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Abby Connect, and what were your goals??

We require a reliable answering service to answer our calls on evenings and weekends/holidays. We chose Abby because they were able to provide the high end customer service we insist on. With every call, they quickly review our on-call schedule and forward the message to the doctor who is on call.

SOLUTION

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

We have tried SO many answering services who promise that they can handle our specific needs. But after a while, due to staff changes or company changes, they all failed to provide the service. We have found that Abby's service just gets better over time. They quickly respond to every little issue and take major steps to correct any unsatisfactory notification we encounter.

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

Abby provides services from 6:00pm until 8:00am on weekdays and covers all weekends and holidays. They answer within a few rings with a live person, calls are not put on immediate hold. The receptionist fields the call to the doctor on call via text message after quickly checking the schedule on a shared Google calendar. They have been very responsive to modifying their script to meet the needs of our practice by following specific guidelines we provide, like not asking our patients to spell names, not asking unnecessary questions, making calls as short and concise as possible.

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

We have a Customer Success Manager. At first it was Karla and now it's Jovan. Most impressive is that they always respond quickly to inquiries no matter what the time of day! They take even small issues very seriously, do not make excuses, but just fix the problem quickly and effectively.

RESULTS & FEEDBACK

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

Our main issue is that our Patients' calls get to the correct person on call quickly and accurately. We strive to get back to our patients within 15 minutes or so, therefore timing is very important. Also, it is vital that emergency type calls are expedited and respected as especially urgent. Abby has successfully done this for us, tweaking as needed as we've gone along.

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

As stated previously, customer service response time is excellent. I never have to wait whenever I call them to resolve something. Via email or phone call, a response is always practically immediate.

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

It seems that everyone has a vested interest in making the company successful. That tells me that receptionists are treated well and compensated appropriately. We have a team of receptionists who work on our account so the team is always trained about our specific needs. I had been unable to find this at any of the previous services we'd tried.

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

I'd like to see the improvements to the mobile app. It isn't intuitive and it's not easy to use. I think improvements may be in the works.

BACKGROUND

Please describe your company and your position there.

I'm the CEO/Owner of Healing With Meaning Massage. I provide Massage Therapy services and help create these types of services within the greater Lynnwood, Washington area.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Abby Connect?

I do work a full time job elsewhere and I do not have the time to answer phone calls due to my busy business schedule. And because I risk potential clientele loss for my own massage business due to not answering phone calls, I have decided to work with Abby Connect to help me schedule online Massage Therapy services within my business website.

SOLUTION

How did you select this vendor?

Due to the specific needs of my unavailability to answer phone calls and schedule potential clients. Abby Connect does have the types of services I need to help my business become successful.

Describe the scope of their work in detail.

My Abby Connect service representatives help schedule potential clients for Massage Therapy Services by answering their phone calls and scheduling their appointments based on my availability. They also guide them towards my business website and are able to help them schedule online as well. They also email me the voice messages that clients leave at my business website number, with the clients names, personal phone number, and time/date that they want to schedule for a massage.

What was the team composition?

They help me schedule online appointments that I cannot obviously schedule on my own. They also work with online marketing. They also have support supervisors that can help me along with my support Abby Connect representatives.

RESULTS & FEEDBACK

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

I just started my Massage Therapy business and so far slowly but surely, I've had several Massage Therapy services and through these clientele, some have said they wanted to schedule future massage appointments with me.

How effective was the workflow between your team and theirs?

Very effective. I'm happy with my results so far.

What did you find most impressive about this company?

Thier ability to adapt and creatively making most effective marketing moves thst will bring more business to my small business by listening to my ideas as well. So we work together to make things happen.

Is there any area for improvement or anything that could have been done differently?

As of now, improvements are being made through trials and errors and exploring creative new ideas. But all is good for now. I have no negative complaints about Abby Connect.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a public insurance adjusting company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

I needed someone to answer our calls and get rid of spam calls.

SOLUTION

What was the scope of their involvement?

Abby Connect provides us with receptionist services. They take our calls and gather information from the callers. The team also filters out spam or scam calls.

What is the team composition?

I’ve worked with 2–3 teammates from Abby Connect. 

How did you come to work with Abby Connect?

I found them online through an ad from a news outlet. I chose Abby Connect because the salesperson was very friendly to me. 

How much have you invested with them?

We’ve spent $5,000. 

What is the status of this engagement?

We started working with them in January 2021, and the engagement is ongoing. Soon, I’ll put the project on hold for a couple of months because my business slows down in the middle of the winter.

RESULTS & FEEDBACK

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

Thanks to Abby Connect, I no longer get any spam caps; I used to be inundated with them and get 20–30 calls like this a day. Moreover, I don’t lose business when I’m in a geographical area that doesn’t have good phone service because they can still attend to incoming calls. 

How did Abby Connect perform from a project management standpoint?

They deliver on time, respond to our needs, and stay within the budget; we’ve had no problems with that. We communicate via email. 

What did you find most impressive about them?

Abby Connect got me set up pretty quickly. Currently, the people answering the calls are polite and nice. I work in a high-stress business, and the team handles that very well. 

Are there any areas they could improve?

They could ensure they get an email address and a phone number when taking calls so I can reach people back. Most of the time, they only get a phone number, which doesn’t always work. 

Do you have any advice for potential customers?

Make sure Abby Connect gets an email address and a phone number during calls so you can call the people back.

BACKGROUND

Introduce your business and what you do there.

I’m a manager at a tech company and a residential and commercial security and surveillance systems installer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We needed help answering our phones; we were getting daily phone calls from people who didn’t look at the directory and pushed option number one.

SOLUTION

What was the scope of their involvement?

Abby Connect provides us with call center services; they answer our business phones. First, I went through their worksheet and call script, and we came up with our own version of the script. 

What is the team composition?

I’ve been in close contact with Christina (Services Sales Representative) and another teammate; they both help me update or change our setup. 

What is the status of this engagement?

We started working with them in August 2022, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Abby Connect has been amazing, and our clients have been satisfied. 

How did Abby Connect perform from a project management standpoint?

They’ve done a great job with scheduling to get us up and running.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations for a McDonald’s franchise.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

We wanted to streamline our process of getting customer feedback.

SOLUTION

What was the scope of their involvement?

Abby Connect is in charge of answering calls from our customers and getting their feedback. We initially provided them with scripts.

What is the team composition?

We work with just one person from their side.

How did you come to work with Abby Connect?

They were recommended by someone from our company.

How much have you invested with them?

We’ve spent around $500–$1,000 per month.

What is the status of this engagement?

We started working together in July 2022, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

With their help, we’ve seen an improvement in our KPIs.

How did Abby Connect perform from a project management standpoint?

For communication, we mainly use email, but we also call them whenever we need something to be changed in the script.

What did you find most impressive about them?

We’re impressed by how fast they’re able to get and provide feedback from our customers — we receive them in real time.

Are there any areas they could improve on?

They should be more careful and accurate when providing customer feedback. There are times when the information is wrong or spelled incorrectly.

Do you have any advice for potential customers?

Know your scripts.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Desert Dietitians, a group of registered dietitians who build insurance to counsel patients in an outpatient setting.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

The amount of time it took us to answer the phone and schedule appointments was high, and it didn’t seem like we needed the expertise of a dietitian to do that. Thus, we hired Abby Connect to help us alleviate some of that office time.

SOLUTION

What was the scope of their involvement?

Abby Connect helps us answer the phone and schedule appointments remotely. When they joined, a customer service representative helped me set up everything so that they could do their job. They also gave me some examples of the scripts they typically use, but I ended up creating the scripts myself because I wanted them to be specific to my business.

What is the team composition?

We work with 3–5 agents trained to answer our phones and a customer service representative who communicates directly with me.

How did you come to work with Abby Connect?

I had a dietetic intern who was doing a great job. Once, I told her about some of my business challenges, and she referred me to Abby Connect.

How much have you invested with them?

We’ve spent less than $5,000.

What is the status of this engagement?

We started working together around March 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to Abby Connect, our workload has decreased, hence our stress levels. Moreover, I’m very pleased with their services. Months after hiring them, I called my company as if I were a patient, and they still hadn't wavered in their professionalism. Overall, they’ve been a streamlined and easy service add to my business.

How did Abby Connect perform from a project management standpoint?

Abby Connect’s project management is great, and their customer service representative’s communication is great. Not only they’ve met my needs, but they’re also very friendly, helpful, and quick to respond. Moreover, integrating their service into my business was seamless, and they’ve made everything very easy for us from the start. We communicate via email.

What did you find most impressive about them?

Abby Connect’s agents are very professional, well-spoken, and easy to understand.

Are there any areas they could improve?

No, not really. Initially, we had an issue with our appointment scheduling software — it seemed like they wouldn’t be able to use it to schedule appointments for us. However, they solved that problem, and everything worked out fine.

Do you have any advice for potential customers?

Be as detailed and thorough as possible with what you want Abby Connect’s agents to say on the phone. Without a high level of detail, you’ll get a lot more voicemails and unresolved situations.