Abby Connect

BACKGROUND

Introduce your business and what you do there.

I’m the administrator of The Law Office of Sean D. Lyttle. We’re a husband and wife team.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

We wanted to find professional people that wouldn’t cost a lot for answering our calls. We wanted to work from home but have the professional environment to meet clients as needed.

SOLUTION

How easy was the integration?

It was very easy. We actually just decided to move into an office space and we’re still keeping Abby Connect instead of hiring a receptionist. We can’t fathom anyone else answering our phones.

Did you have to train them on your specific business?

It wasn’t hard to train them. We gave them a script and they do very well.

What was the main difference once you hired them compared to your business before?

Having them answering and filtering our calls has been really helpful. They make sure that no solicitors get through at all and really add a professional tone to our business.

Any other services they provide for you?

They just answer our calls and send voicemails to our email.

How did you come to work with Abby Connect Virtual Receptionists?

Their price, cleanliness, and professionalism were all things that attracted us. They’ve maintained that professionalism for 3 ½ years.

What is the team dynamic?

The employees rotate, so we don’t have one specific receptionist.

How much have you invested with them?

We spend between $3,000–$4000 per year with them. They’ve been with us since we started the business.

RESULTS & FEEDBACK

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

In the beginning, I had all calls come to me unless I was unavailable. The business line rings to our house, and now I just forward the calls to them.

When I was home, I would get so many solicitors. I know that having Abby Connect is saving me countless hours a month just filtering the calls. Rachel is the manager and is very proactive if she’s not sure that a call is a solicitor. She’ll put the call to voicemail if she’s not sure, and I love that because if the caller doesn’t leave a voicemail, we know it was a solicitor.

A couple of our clients know we don’t have a receptionist on staff because they come to our office at Abby Connect and see different people answering calls for different companies. However, no one has ever complained about the fact that we use virtual receptionists.

What did you find most impressive about them?

I was impressed with the email option. They changed their system and when they did that, it messed up the timestamp, which was problematic for us. It’s important for us to have that timestamp because we deal with court proceedings. They corrected that by having the voicemails go directly to email as soon as they’re left. That gives us the timestamp we need and we can listen to the voicemail from the email, which we love.

Are there any areas they could improve?

I would make it so there are no people in the lobby answering calls. Maybe, if there was just one person in front to guide clients and all the calls were done in the back, that would add to the professionalism.

Have you ever had to interact with their support team for any technical issues?

When our phones were down, we got in touch with them and they were very helpful.

Do you have any advice for potential clients?

I’ve referred a lot of people to them, and I feel that they provide really good value. It’s a nice, clean place, and we’ve been really happy there. If you’re a small business starting out, Abby Connect is the place to go.

BACKGROUND

Introduce your business and what you do there.

We are a financial services company that provides full-service including stocks, bonds, insurance, etc. We have clients that walk in the office or call over the phone.

I am a broker there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

Abby Connect takes care of all our client calls and distributes them to us making sure it’s handled in a quick and polite manner. We have never worked with another company like this.

SOLUTION

How easy was the integration?

Abby Connect made it as smooth as possible - I thought it would be harder. We’ve been using them for 5 years.

Did you have to train them on your specific business?

Yes. The training was easy to handle. If I’m there, they transfer the call to me. If I’m not, they transfer to my cell phone. They transfer the call to voicemail if they can’t connect with me on either phone. We need a high level of customer service in our business.

What was the main impact on your business after hiring them, compared to the past?

I worked with my company's resources before getting my own service, so I don’t see a lot of difference. My secretary would handle the calls before, whereas now Abby Connect handles them.

Are there any other services they provide for you?

I have a simple package. They transcribe any phone calls I miss. If I’m not in the office, they forward the calls first before sending them to voicemail. They’re the first line of defense for my clients.

How did you come to work with Abby Connect Virtual Receptionists?

We found them on the web. Their location and price attracted me to them. I tried them for a year and liked them, so I kept them on.

How much have you invested with them?

I’ve spent less than $15,000 per year for their services.

RESULTS & FEEDBACK

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

I have clients who tell me the staff handling the calls are polite. They assume it’s my secretary, but I’ve told them it’s a call center that directs the calls to me. They’re always surprised to hear that.

It’s definitely a lot cheaper than hiring someone else.

What did you find most impressive about Abby Connect Virtual Receptionists?

I just have the basic package. Other companies may take advantage of other features that are available. I try to keep the cost as low as people. I just want them to transfer the calls and not upset the clients.

You feel like you’re their only client. Seeing them in person on the phone with other clients, they are very good at transitioning between calls. You wouldn’t know which company they work for. I’m very impressed with them. All of their employees rotate and are very professional.

Are there any areas they could improve?

No. I like it the way it is.

Have you ever had to interact with their support team for any technical issues?

I haven’t had anything that wasn’t handled correctly.

Have you been in contact with their management?

I see them every day and if there are any problems, I speak to them directly - they’re very nice. They assist in any way to make everything as smooth as possible.

Do you have any advice for potential clients?

If you have any complaints, just let them know. Abby Connect will work with you and fix it as quickly as possible. They take care of things right away. If you’re looking for value, Abby Connect have good value in terms of price and location. It’s very convenient in regard to using their website.

BACKGROUND

Introduce your business and what you do there.

Sarah Thornton Public Relations is a public relations firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

I started my business in 2007, and as I began to grow, I needed a more streamlined way to do business. Abby Connect was a great way for me to have a professional look and feel to my business while still allowing me to work from my home office and connect with the consultants that I wanted to work with from their home offices.

Business is changing, particularly in public relations, and I find that people produce the most creative and productive outcomes when they work in environments that they are the most comfortable in. My business model is more working with consultants than employees. Abby Connect allows me to keep everyone together and let them work independently.

SOLUTION

What was the scope of their involvement?

It's a virtual office: my business phone number goes through Abby Connect, my official business address is at the Abby Connect office, and they take my mail. It's a great resource for small businesses like mine.

What is the team dynamic?

With Abby Connect, I have a business phone number. Most of my clients call my cell phone but I have an official business number that people can call to find out more about my company or make inquiries and I have an official business address.

How did you come to work with Abby Connect Virtual Receptionists?

My assistant researched options for executive office space because we were growing and needed a professional identity.

How much have you invested with them?

They bill me virtually; They auto debit my account when I make my payment every month. I absolutely save more money with them than if I hired an assistant.

RESULTS & FEEDBACK

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

They answer the phone and say "Sarah Thornton Public Relations, how can I help you?", and then they help them. I've had several people when they're connected to me say, “Wow, your receptionist is amazing!”. And yes they are and I appreciate that.

How did Abby Connect Virtual Receptionists perform from a project management standpoint?

It’s super easy for me when I want to make any sort of changes. I called the owner of my building, and within a day she had a new mailbox assigned to me and a new after-hours key card and the key to my mailbox.

What did you find most impressive about them?

The benefit to me is that the service doesn't change because it is exactly what I want and need.

Are there any areas they could improve?

Not that would benefit my business.

Advice for potential customers?

Abby Connect is a great opportunity for businesses that are growing and need to have a professional presence but don't necessarily have the need for a full-time office, conference space or meeting rooms. Abby Connect can give you everything you need to present your business and still allow you to work virtually from wherever you want to work. They can take your mail and forward it to you, they can answer your business phone, and they can offer you conference rooms so that you can meet with people. You can use their services when you need them instead of paying for them when you don't.

BACKGROUND

Introduce your business and what you do there.

We are a commercial and personal line independent insurance agency.

I am the principal.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

Starting out as our first insurance enterprise, a new independent agency, we chose Abby Connect for location purposes and for the proximity of our business-range over a certain geographical area.

SOLUTION

How easy was the integration?

It was fairly conducive to us. Having access to our clients and having a live person speak with them real-time, the calls transferred to the right partners in our agency including myself. That was the value we felt in using Abby Connect

What was the scope of their involvement?

Features like phone reception during business hours, voicemail, access to conference room offices, mail, our name plate where it identifies our company. For people or clients that are looking for our office, these are features conducive to our operation.

Did you have to train them on your specific business?

It did not take long to train them. I haven't had any type of concerns or complaints from clients having a bad experience connecting after the call was intercepted by Abby Connect. It's what we expected and it works how we expect it to.

How did you come to work with Abby Connect Virtual Receptionists?

We haven’t worked with a service like this in the past. I have colleagues that have used answering services like it and we have received feedback from them about it. This was during our transition from working with insurance companies to becoming an independent agency.

Geographic location was the first and foremost factor in selection - we have a target market within that radius. Comparing them with other similar services it varied with price. The amenities were key to making our decision.

How much have you invested with them?

The charge is within our budget. For the services provided we don't feel like we're overpaying for the use of the facility. We get offers from other, similar service providers, but we haven't changed providers these past seven years - it's been working out.

What is the status of this engagement?

It’s been seven years and ongoing.

RESULTS & FEEDBACK

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

The service is certainly helpful for clients, the office location is easily identifiable and they know when we provide our office address, whether it's for any meeting or sending correspondence mail, they know where it is. We feel it has certainly been beneficial. In terms of dollar and cents, you know it pays for itself.

I haven't gotten any kind of response from customers directly related to Abby Connect, other than from our clients who stop by. Abby Connect is courteous, friendly, and professional. I haven't had any kind of negative feedback from any of our clients.

Were there any additional features you found impressive or didn’t expect before using Abby Connect Virtual Receptionists?

I can't think of any right now.

Are there any areas they could improve?

I've never given much thought to that since it has been meeting my needs thus far. I haven't had any kind of issues with them.

Have you ever had to interact with their support team for any technical issues?

There have only been a few power outages that were quickly resolved - nothing to impact our business.

How often do you contact their management for quality assurance or for other purposes?

Two, three, at most four times a year.

Advice for potential customers?

I can't think of anything right now.

BACKGROUND

Introduce your business and what you do there

I’m the CEO of Gold Eagle Express, a shuttle transportation company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

We wanted someone who would answer professionally, that was on time, really direct, and good with our customer base. They have been and are all of this for us. 

SOLUTION

How easy was the integration?

It was pretty seamless. You can contact them and tell them you're not available. You can leave them all kinds of instructions and they'll follow these to the letter. It's wonderful from that point-of-view.

What was the scope of their involvement?

They have a full call center there with several receptionists that are very proficient, taking a call and making sure the calls get transferred. Also, if a call is unanswered, they will take a message, email you, and provide an excellent contact. It's almost like having your own secretary.

How did you come to work with Abby Connect?

We got to them in 2015. Not only did they have good offices, but the service was probably one of the major draws. They have such a professional environment in addition as well. They serve small companies wanting to have a very professional front and they fit the bill for that.

How much have you invested with Abby Connect?

They are extremely reasonable. Honestly, I've had it for so long. When we get billed it's right a part of the corporate invoice. I'm not really sure of the amount, but it's worth it by a long shot.

What is the status of this engagement?

It’s an ongoing service since 2015.  

RESULTS & FEEDBACK

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

We get good comments from our customers that say: "Hey, I really like your front office receptionist. She was very personable." That's as much as we can hear from our clients. They feel as though they're handled properly and somebody really cares about them. That is the main aspect. They sound like they actually work directly for our company.

How did Abby Connect’s support team perform?

There are several of them, from four or five receptionists. Many of them have been very instrumental and you get to know them personally. Several of them are answering the phone in a personable way. 

What did you find most impressive about Abby Connect?

All of the services are a composite product. Basically everything, from the way they answer the phone, to the fact that you can contact them and let them know that you're not available during certain hours. You can mention to them how you would like them to answer the phone for this period of time. It's just very personable in terms of the ability to work with them.

Are there any areas Abby Connect could improve?

For the money and the service you get, I mean it's absolutely great. I don't know what they could do to improve and I consider that I have some pretty good judgment on it. I don't know what else they could do for the amount of money, and the quality that they deliver.

BACKGROUND

Introduce your business and what you do there.

We’re a B2B tour company and book hotels, vendors, restaurants, and suppliers, so we do a lot of communication via e-mail and phone. I am the operations manager, so I handle everything stateside, dealing with things like hotels, contracts, and menus.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect Virtual Receptionists?

They provided the service at the executive suites they were at and it just added a little bit more of a boost. I think all the receptionists are super friendly, and they're typically the first people that you make contact with. They do put a voice on our company.

SOLUTION

What was the scope of their involvement?

Our involvement with them is really just a greeting. They initially answer the call then transfer it to us, so they don’t really do too much. Before the call is even transferred, they would let us know what the call was about and who was calling. They put a voice to our company.

What is the team dynamic?

The receptionists are all super friendly.

How did you come to work with Abby Connect Virtual Receptionists?

Through word of mouth around our office.

What is the status of this engagement?

We began working with them in January 2015, and the work is ongoing.

RESULTS & FEEDBACK

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

I wouldn’t say we’ve gained more customers, but I do think it adds professionalism to our company, and the receptionists are just friendly people in general. They always sound like they’re smiling on the phone and always giving that impression.

How did Abby Connect Virtual Receptionists perform from a project management standpoint?

They take the description of our company, and they’re able to explain it to callers. They’re learning about more than just one business, so it’s a good touch. We don’t usually check in with their management regarding their services because they’re pretty good at it.

What did you find most impressive about them?

They take all the company’s and caller’s information, and they’re really attentive when listening. They don’t forget who is calling or what they’re calling about, so they’re able to relay information almost perfectly.

Are there any areas they could improve?

No, I think they’re excellent.

Advice for potential customers?

Not at this time.

BACKGROUND

Introduce your business and what you do there.

We are Bolden & Associates. We do insurance and financial consulting. I’m the manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Abby Connect?

I liked the idea of having a brick and mortar building that I can use, and a service to take calls and screen calls. It worked out really well.

SOLUTION

What was the scope of their involvement?

They take incoming calls. They screen calls in and they do a great job of telling me who called and why. Their action of taking a call or having a call go to my voicemail is a service I consider very valuable.

What is the team dynamic?

That's the part that impressed me. Whoever they bring in, they train them well. There are some times I'm not aware there's been turnover until I show up.

How did you come to work with Abby Connect?

Somebody told me that such a service existed. I looked them up and I've been happy ever since.

How much have you invested with Abby Connect?

Let's say it's into the thousands.

RESULTS & FEEDBACK

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

It gave me time. It gave me a bit of a professional presence as well.

How did Abby Connect perform from a project management standpoint?

We communicate probably about once a month, or once every two or three months if there is something I need or something to be modified.

What did you find most impressive about them?

They work with a number of businesses, but they treat me as if there's only a handful. The way they treat me means that they're going to treat my customers equally, if not just as good. My customers have even spoken about how nice the receptionists are.

Are there any areas they could improve?

No.

What tips or recommendations could you share that might increase the likelihood of success with Abby Connect?

The only advice I'll give to other customers is to do business with them.

BACKGROUND

Please describe your company and your position there.

We're a RTLS manufacturer and software provider for healthcare. We facilitate the tracking of assets, patience and staff to optimize operations. My role is IT

OPPORTUNITY / CHALLENGE

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

Answering service 24x7. Replace existing service to provide more personalized interactions.

SOLUTION

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

They offered TEAM approach to ensure staff could know business better

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

Provide 24x7 answering service coverage. We prepared scripts for departmental routing via email. Abby customized script forms.

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

We worked with Account Manager, Stephen and CSM Bianca. Both were very responsive and flexible and guided us through the process

RESULTS & FEEDBACK

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

We will perform customer surveys to measure improved customer experience. Still pending

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

Weekly check-in, Used deployment checklist and set expectations and next steps appropriately.

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

They were easy to deploy and train. Also flexible for changes and responsive to feedback.

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

None

BACKGROUND

Please describe your company and your position there.

Investigative and Elite Personal Security

OPPORTUNITY / CHALLENGE

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

Answering calls and relaying messages

SOLUTION

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

Did search online

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

To have business calls sent to a Call Center and relay those messages to us via email or calls.

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

Don’t recall off the top of my head who I spoke with, but both individuals were extremely professional and explained in detail and answered any questions I had and were always available to my needs.

RESULTS & FEEDBACK

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

Excellent

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

They are extremely efficient and reliable.

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

Professionalism, courteous, knowledgeable.

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

No areas of improvement that is needed based on the Company’s needs.

BACKGROUND

Please describe your company and your position there.

I am the owner of a law-firm that represents Social Security Disability claimants.

OPPORTUNITY / CHALLENGE

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

We receive calls during the day and after hours from potential new clients, and it had become overly difficult to return voice-mails in a timely manner.

SOLUTION

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

We were recommended to this vendor by another business partner of ours.

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

They provide receiptionist coverage during working hours, and voice-mail services after hours.

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

We worked with multiple representatives of this company who have all been immediately responsive when any inquiries or adjustments were made.

RESULTS & FEEDBACK

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

We have been able to reach potential clients more quickly, and also are able to prioritize call-backs with the information gathered by the person answering the phone.

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

We contact them whenever changes are needed for the answering script.

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

The quality of their services is top-notch.

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

No