What was the scope of the service provider's involvement?
They provided us with call services, such as answering calls, taking messages, and directing calls to the proper people. We also had them help with an influx of emails we were receiving. They would read them, respond quickly, and forward them to the employees they corresponded to. All of their services enabled our firm to have a quicker response time to our customers and made our business flow much smoother.
Could you describe the pricing structure and how they billed you?
We used their "blended" solution. It handled our core volume and the rollover during our off hours. They billed us monthly and we paid monthly.
How did you come to work with this service provider?
We found them online after some research. We asked them for a quote and to talk to someone at the company who could give us more details on what they offer. We decided they would definitely be an asset to us during the tax season, so we hired them.
How would you assess the service provider for answering calls, customer service, and communication?
They were excellent. We did train them a bit in what we needed them to do to help our company, and they handled that like pros. Our customers thought they were talking to people who work for us, and they were satisfied with how their needs and questions were handled by them. We had very positive feedback.
How much time and money does this service provider save you each month?
The time they saved us almost cannot be measured, and as far as saving us money, they were an absolute asset. They not only enabled us to retain current customers but actually helped our client base grow exponentially.