CommAlert

BACKGROUND

Please describe your company and your position there.

We're a digital marketing agency that services SMB’s Canada-wide.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The CommAlert Group, and what were your goals??

We receive calls throughout the day, including after business hours and we needed to ensure we weren’t losing any additional business off the click. CommAlert helped us handle our inbound calls and generate business for us when we weren’t available to.

SOLUTION

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

We selected CommAlert based on the abundance of positive reviews and referrals from other companies using the service in our space.

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

They provided call handing coverage post-open hours for us and ensured any prospective customers that called where handled with extreme professionalism while performing our lead-capture requirements. They ensured customers shared their information to follow-up with and covered the bases on knowledge of our industry to make sure our brand and reputation was held high at every point of contact.

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

We worked with the Jessica, an amazing Account Manager who kept us in the loop with any developments, suggested positive changes to our lead handling and went above and beyond to ensure our experience and results were positive.

RESULTS & FEEDBACK

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

We’ve gotten more clients than ever with CommAlert’s solutions. Inbound calls are the key to our business and they do a phenomenal job capturing them effectively.

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

Communication timelines are always quick, effectively and any outstanding issues are wrapped up in a timely manner.

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

They’re always happy to go above and beyond. The job duties sheet is simply a baseline of service – they’ve always go to the next level to deliver results and service.

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

I’d recommend having some updates in digital dashboard perhaps.

BACKGROUND

Please describe your company and your position there.

We are a custom software and digital platform development agency, working with brands focused on creating meaningful customer impact.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The CommAlert Group, and what were your goals??

The team at CommAlert provides excellent service for us related to after-hours support and on-call services. Being available 24-7 is a strategic advantage for our business, and CommAlert is a great partner.

SOLUTION

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

There are lots of options in the call center world, but we were looking for a local partner.

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

They provide voice coverage.

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

We working directly with the team to meet our on-going needs.

RESULTS & FEEDBACK

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

We ensure that we have 100% call answer rate, making sure that our customer expectations are never missed.

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

The CommAlert team uses best-of-breed tools and technologies, including developing their own platforms to change the marketplace.

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

Their customer service is #1!

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

No, not at this time.