What evidence can you share that demonstrates the impact of the engagement?
I haven’t heard any feedback from my clients, but I haven’t heard that someone wasn’t able to get in contact with me. They were able to talk to someone, so that was good.
It’s made it easier for me to keep up with calls. They send me an email with the information I requested, and I can look at it and see if it’s someone I need to call back right away or later. It’s made my triage response to the phone calls a lot easier.
They answer my phones all the time. As far as time saving, I would say it’s more time management. It allows me to shut off my phone and focus on writing a brief knowing that my clients at least have a person to talk to when they call. Sometimes clients don’t leave messages if they get voicemail. It’s probably gained me clients because I’ve gotten information to call them back.
What did you find most impressive about them?
I was surprised that the girls that answer the phone were consistent. I liked that because it made me feel like when my clients call, they’re usually getting the same person instead of a bunch of people. It makes it feel like they’re in the office as opposed to being a call center. The more consistent they are, the more I feel that my clients feel like there’s someone physically there. It feels more personal.
I like the people who answer the phone. They sound like they’re nice people and they’re very polite. They use the script which my own people didn’t even do. One of the receptionists I had before using Abby Connect answered with a different name for my company when I tested him. I don’t have the issue with training everybody now.
They took care of the phone for four hours one time when I was writing a brief. People called and I still got the messages and emails.
Are there any areas they could improve?
I think it’s a little expensive for what I do, and I still haven’t figured out how they do the billing. Outside of that, I think it’s a good service.
How often are you in contact with management?
I haven’t done that.
Have you ever had to interact with their support team for any technical issues?
Do you have any advice for potential clients?
You can use them like a receptionist. Let them know what your schedule is, and they’ll work with you. I feel like I’m getting more than just a call service.