Concert 8 Solutions Inc.

Please describe your company and your position there.

I am an Internal Operations Manager and Legal Counsel in an AI company called Razor Labs. We develop a predictive maintenance product meant for Industry 4.0 companies.

For what projects/services did your company hire Concert 8 Solutions Inc.?

Our Company has an agreement with a major client to whom we were required to provide helpdesk services related to our Product. We didn't have the right personnel and decided to outsource this activity to an outside vendor.

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

We considered multiple BPO services, looking at the kind of services they provide, their experience, communication style, flexibility on working hours and pricing. After conducting interviews with senior management members as well as getting to know their recruiting process, we decided to move forward with them.

Describe the project in detail and walk through their service package.

Concert8’s team was responsible for providing our client with helpdesk services. This means their representatives had to go through a training to learn about our product, the way it operates, how does a malfunction in the product looks like, how to fix certain malfunctions and when to escalate a ticket to our own internal teams. These are the services they provided us 24/7.

How many resources from the vendor's team worked with you, and what were their positions?

A Team Leader and 2 technical representatives. We also had a few shared agents. Our main point of contact was the 2 technical representatives.

Can you share any outcomes from the engagement that demonstrate progress or success?

Their continuous engagement with us and status sharing regarding our product helped us discover malfunctions and correct them before they affected our client.

How effective was the workflow between your team and theirs?

Extremely effective. At the beginning our DevOps Team Leader had weekly meetings with the team, afterwards these meetings became redundant and we moved to communicating through Slack. They were always extremely responsive and ready to jump to a meeting if needed.

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

Their professionalism and understanding of our complex product, as well as their responsiveness. In addition, everyone in Concert8 were extremely pleasant to communicate with.

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

Not that I can think of. We were truly very impressed with them and they delivered perfectly.

Please describe your company and your position there.

I am a graphic designer at the Philippine Canadian Inquirer. While our print edition is based in Canada, our website and social media platforms serve readers all over the world.

For what projects/services did your company hire Concert 8 Solutions Inc.?

We wanted more ways for potential advertising to clients to contact us on our website. We noticed some liked contacting us via Facebook messenger and decided that adding a live chat option to our website would also be helpful.

How did you select Concert 8 Solutions Inc. and what were the deciding factors?

We searched online for live chat support providers in Canada and the Philippines, and after a positive referral and approval from our management team, decided to try Concert8 on a month-to-month basis to start.

Describe the project in detail and walk through their service package.

We needed a live chat on our website for potential advertising and sponsorship clients to be able to contact us on, and we needed it staffed 24/7 as we sometimes get advertising inquiries from overseas in different time zones.

How many resources from the Concert 8 Solutions Inc. team worked with you, and what were their positions?

We were assigned a team of live chat agents to cover the required hours (24/7), and an account manager to oversee them for us.

Can you share any outcomes from the engagement that demonstrate progress or success?

We managed to receive start receiving more sales inquiries soon after the live chat option was launched and the live chat agents were able to capture the contact information we needed.

How effective was the workflow between your team and theirs?

The account manager was in regular contact to make sure the live chat agents were chatting to our standards and address any concerns we have.

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

Their team is friendly and always easy to reach if we have any questions, suggestions, or concerns available. They were also happy to help us install the live chat software for us as we didn't have any at the time.

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

Overall we're very happy with their service, but if we had to point something out, maybe the onboarding process could have been a little faster.