IdeasUnlimited

Introduce your business and what you do there.

I’m the COO of a company that sells a variety of dietary supplements.

What challenge were you trying to address with IdeasUnlimited?

We needed recruiting assistance.

What was the scope of their involvement?

IdeasUnlimited is helping us source customer service agents. I’m not sure about the exact steps involved in the collaborative process because most of the resources were hired before I started my role with this company.

What is the team composition?

I’m mainly in contact with Nick (Founder, IdeasUnlimited) and Kristine (BD Manager, IdeasUnlimited).

What is the status of this engagement?

The company started working with IdeasUnlimited in January 2016, but I didn’t start my role until March 2018. We’re still working with them currently.

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

IdeasUnlimited found ideal customer service agents for our company. With their recruiting help, we’ve been able to save time and money and streamline our hiring processes.

How did IdeasUnlimited perform from a project management standpoint?

They easily integrated themselves with our company. If I ever had a question, I could reach out and expect a response within a day. Overall, they’ve performed pretty well, managing the project and the customer service agents efficiently.

What did you find most impressive about them?

They’re very responsive. If we request a new agent or have an urgent question, they address the need quickly. I really appreciate their speed.

Are there any areas they could improve?

In our latest recruitment initiative, we had a bit of trouble getting the right answers to our questions. Other than that, everything has been great.

Any advice for potential customers?

Clients should clearly identify their needs, then thoroughly interview all of their candidates.

Please describe your company and your position there.

We are an online seller of new automotive replacement parts. I am the CEO.

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

As our product range grew and our platforms we could not handle the customer support in house.

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

Great reviews and very easy to work with.

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

They worked 7 days a week, 84 hours a week total. There were 100-200 emails a day as well as 3-6 phone calls. Their job was to problem solve customer service issues, orders in error status in the order management software, maintain metrics to ensure longevity on the platforms and generally help increase sales through customer satisfaction and attention to problem areas.

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

I worked with the project manager, team lead and the support staff.

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

The support staff and overall staff were great. We did begin tracking metrics and taking great measures to avoid negative results.

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

Easy communication, often through a chat portal, phone calls as needed and emails. Everyone was very quick to respond. Additionally time doctor was available to review support session activity as well as phone records.

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

They really went out of their way to address pain points and problems.

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

I believe the automotive field is extremely confusing and customer support has to have a basic understanding and knowledge of the field and services. This takes a long time to aquire.

Please describe your company and your position there.

I am the cofounder of a B2C mobile live video streaming application

For what projects/services did your company hire IdeasUnlimited?

We hired IdeasUnlimited to provide quality assurance services for our application and making sure things run smoothly

What were your goals for this project?

To provide 24/7 coverage to ensure all technical and any other issues were addressed promptly and efficiently, and ultimately to provide customer support

How did you select this vendor?

We reviewed lots of vendors and posted a job post. We researched a few different companies and selected IdeasUnlimited because of their ability to meet our technical needs, their willingness and desire to train their staff, responsiveness and flexibility, and the costs of the engagement.

Describe the project in detail.

The first week we had a short onboarding/training session. Their staff asked questions and it was productive. Afterwards, communication was mostly done via an instant messaging application. There is one staff member on duty at all times. They communicate any questions to us and report any issues to us or any questions that come up from users.

What was the team composition?

We have 6 staff members, ensuring 24/7/365 coverage.

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

The IdeasUnlimited staff have learned our application and their response time is quicker and more effective. They do a really good job responding to questions and conducting quality assurance on the application.

How effective was the workflow between your team and theirs?

Workflow is good. They communicate to us efficiently, and everyone's responsive.

What did you find most impressive about this company?

Their willingness to identify challenges with the engagement and proactively make changes. They didn't wait for us to bring concerns to their attention.

Are there any areas for improvement?

Not really.

Please describe your company and your position there.

Our company is an online retail cruelty-free beauty product store. I have a wide range of responsibilities and right now is busy helping to handle PR-related matters

For what projects/services did your company hire IdeasUnlimited?

Some time ago we couldn't launch a cost-effective outbound call solution until our choice fell on IdeasUnlimited.

What were your goals for this project?

Initially, we needed to help our customers handle user-originated issues that can arise during the checkout process. As of the present moment, one of the primary goals of the project is to create and maintain a trusty and lasting relationship with customers as well.

How did you select this vendor?

At the beginning we have selected the team after doing an internet research which aimed for the lowest outsourcing cost but we started seeing more perspectives after the partnership was established.

Describe the project in detail.

Customers can face difficulties using an online store or provide invalid details during checkout process and if there is a detail we need to clarify or if customer asks for help yet finds him/herself not proficient or comfortable enough with using chats e-mails - team gives a call to handle the issue and briefly describe the call flow and results using our call record form

What was the team composition?

We hired a small staff of 3 people which is surely going to increase alongside with needed call volume increase

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

From the very first day, their team showed interest and took initiative in every single case, which helped them to adapt and master their roles very quickly. They are fast, responsible, hard-working and honest.

How effective was the workflow between your team and theirs?

At the beginning, our teams rarely coincided because case transfer was very automated, as of the present moment we are taking steps to establish closer cooperation algorithms with the growth of the number of delicate matters which can easily be solved with the help of our mutual effort

What did you find most impressive about this company?

So far they have been capable to accomplish more than what is required, in our case, they leave a lasting good impression and raise upsales as a result of their communication expertise.

Are there any areas for improvement?

In my humble opinion, it would be better if they don't hesitate to fix more cases with mutual effort whenever they might require it

Please describe your company and your position there.

Ecommerce company managing multiple brands. Director of Operations

For what projects/services did your company hire IdeasUnlimited?

Customer support emails and chat.

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

Previous team member selected after searching online

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

Tier 1 tickets via Zendesk. Emails and chats. Mostly regarding order issues or product questions.

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

2. Customer support agent.

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

They were both amazing with our customers and loved to communicate with our internal team.

How effective was the workflow between your team and theirs?

On a scale from 0-10, I would say a 6 or 7. Unfortunately, nuanced ticket resolutions are hard to communicate when you aren't working together during the day to day, and when issues arose, it wasn't always the easiest to make sure everyone was on the same page.

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

We liked their flexibility and adaptability.

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

No

Please describe your company and your position there.

Content creation, managing social media inbox, née client onboarding

For what projects/services did your company hire IdeasUnlimited?

To free up time to complete other task within my business. I need assistance mainly with content creation and inbox management

What were your goals for this project?

Scale my business by focusing time in other areas.

How did you select IdeasUnlimited?

Utilizing the Upwork hiring platform

Describe the scope of their work in detail.

We had a few onboarding calls and trainings before work began. Lourde was a fast learner and we were up and running within a couple of weeks

What was the team composition?

I worked very closely with my Va daily to tackle task.

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

Since hiring IdeasUnlimited, I was able to tackle many other areas in my business and prepare it for sale.

How effective was the workflow between your team and theirs?

The workflow was very effective and she was able to learn quickly. We used a few different platforms seamlessly

What did you find most impressive about this company?

Quality of hiring, interviewing process and check ins to ensure project was running smoothly

Please describe your company and your position there.

I launched a Coffee/Espresso Kiosk, Owner Operator

For what projects/services did your company hire IdeasUnlimited?

Difficulty Building a website

What were your goals for this project?

I had a design issue

How did you select this vendor?

Found on the internet through google search

Describe the project in detail.

I need technical design assistance with setting the website properly

What was the team composition?

I was assigned a project manager

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

My website was launched sucessfully

How effective was the workflow between your team and theirs?

We had great communication about what my needs were.

What did you find most impressive about this company?

There knowledge of systems

Are there any areas for improvement?

Non that I can find

Please describe your company and your position there.

I am the operations director at an e-commerce company headquartered in the US.

For what projects/services did your company hire IdeasUnlimited?

We hired the company for creation of a customer service center.

What were your goals for this project?

Our main goal was to increase customer's experience satisfaction.

How did you select this vendor?

IdeasUnlimited is outstanding from the other four vendors we searched from different channels. Finally, we made a decision to choose IdeasUnlimited because of their overall strength, cost-efficient price and 24-hour service.

Describe the project in detail.

Here are the deliverables of the project:

• Call center
• Customer service
• E-commerce support
• Order processing

What was the team composition?

We have assigned a full team which includes project manager, team leaders, and agents for our customer service project.

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

Customer satisfaction reached an all-time high from 8.5 to 9.5 after cooperating with IdeasUnlimited.

How effective was the workflow between your team and theirs?

The last five years have been very good.

What did you find most impressive about this company?

They are professional and hardworking.

Are there any areas for improvement?

None.

Please describe your company and your position there.

I am an Insurance Agent Broker that specializes in Medicare Advantage Plans, Medicare Supplement Plans, Hospital Plans, Final Expense, Term Life Insurance, and Mortgage Protection.

For what projects/services did your company hire IdeasUnlimited?

An experienced Appointment Setter. To make calls to set appointments for the Sales Team.

What were your goals for this project?

To follow a script that we have created and call leads that we provide. The object of the project was to qualify potential clients, who have requested to be contacted, and schedule an appointment with the potential client with a member of the sales team. Ideally, someone who is a rock star on the phone and will have no problem completing this task with the script created.

How did you select this vendor?

I selected the vendor through a platform called Upwork.

Describe the project in detail.

To follow a script that we have created and call leads that we provide. The object of the project was to qualify potential clients, who have requested to be contacted, and schedule an appointment with the potential client with a member of the sales team. Ideally, someone who is a rock star on the phone and will have no problem completing this task with the script created.

What was the team composition?

N/A

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

someone who is a rock star on the phone and will have no problem completing this task with the script created.

How effective was the workflow between your team and theirs?

Effective

What did you find most impressive about this company?

N/A

Are there any areas for improvement?

N/A

Please describe your company and your position there.

President of Mr. Checkout Distributors

For what projects/services did your company hire IdeasUnlimited?

IdeasUnlimited is vetting the information of our association members.

What were your goals for this project?

Completion

How did you select this vendor?

Upwork

Describe the project in detail.

Verification of member information.

What was the team composition?

Call center workers and a manager

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

We have received valuable corrections to our database.

How effective was the workflow between your team and theirs?

They have a very effective workflow.

What did you find most impressive about this company?

Strong communication.

Are there any areas for improvement?

No