Abby Connect

OPPORTUNITY / CHALLENGE

Why does your company use Business Process Outsourcing services? Did you use to handle these needs in-house?

We use them to have stronger security.

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

80%.

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

The security is stronger and it´s a useful tool to solve problems with customers.

SOLUTION

What does this service provider provide for you on a normal basis?

They provide call monitoring services.

How did you find and select this service provider?

We were referred to them through advisors.

RESULTS & FEEDBACK

How much time and money do you estimate that this service provider saves you each month?

$5000 per month.

Based on your experience, what takeaways can you share about working with this service provider?

They always help my company to solve problems with customers

What do you think are the strengths of this service provider?

Their strength is the strong monitoring they provide.

OPPORTUNITY / CHALLENGE

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

Our needs are constant - the calls remain at a certain level regardless of quarter.

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

We typically take over 300 calls on an average day.

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

To reduce overall bottlenecks, which can result in lost calls and lost customers.

SOLUTION

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

Ability to intercept and assist customers who would rather not wait on hold and provides us with potential leads as well.

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

We pay annually and are rewarded with a fair discount. We pay auto bill with credit card.

How did you come to work with this service provider?

Former manager had connections with the service which allowed us to use and try prior to commitment.

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

They are very fast to respond and have saved us numerous dropped calls. Customer service is professional.

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

At least several days worth of time and thousands in gained revenue.

RESULTS & FEEDBACK

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

I highly recommend the service, especially for those with high volumes of calls and lack of humans to respond.

What are the service provider's strengths?

Professional and no stress support. Ability to handle all types of calls.

How can the service provider improve?

No improvements needed. We are very content.

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

Over 2 years, and it's ongoing.

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

I prefer not to answer.

OPPORTUNITY / CHALLENGE

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

We get a large amount of calls from customers and it's hard to keep up with them on our own. An answering service allows us to receive messages and get back to our customers in a more timely fashion. We used to handle it in-house but it wasn't very effective and many calls did not come through as they should have.

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

60%.

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

We heard great things about their services. Our goal was to partner with a company that can help us be more responsive to our customers calls so that customers will have a better experience with us.

SOLUTION

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

AbbyConnect provides a live virtual receptionist, fast answering, a bilingual receptionist, and returns calls.

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

We are currently billed $819 a month. We are relatively new and are hoping for a yearly billing plan if all continues to go well.

How did you come to work with this service provider?

AbbyConnect was personally recommended to our company, then we did some online research.

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

They are very responsive. They always answer the call live. We have seen an increase in customers because their services made us much more responsive to phone calls. The quality is great.

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

100.

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

$1,500.

RESULTS & FEEDBACK

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

I think that it is a great option. Not having to pay a receptionist to be at work all the time is great, and the amount of calls they are able to handle wouldn't be able to be accomplished by a single receptionist. They offer a free trial so you can see if it fits well for your company. It's been very helpful in saving both time and money for our company.

What are the service provider's strengths?

I think that the strengths of the company is being able to handle a large amount of calls quickly and live every time.

How can the service provider improve?

I think that they can get to know more about the companies that are using their services so they can answer customers' questions a little more thoroughly during the initial call.

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

May 2017 - Ongoing.

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

$10,000 to $49,999.