MiXBS

BACKGROUND

Please describe your company and position.

I am the Founder of 1ClickDesign

Describe what your company does in a single sentence.

We are an innovative company that specializes in producing extraordinary virtual experiences powered by a unique virtual sales and marketing platform.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• When we launched 1ClickDesign, we were in the midst of a hiring frenzy. One of the services we hired MiXBS for was to help us reach out to those job seekers. We also asked them to make outbound calls to the leads we had compiled when we first set up our marketing company.

SOLUTION

How did you find MiXBS?

Online Search

Why did you select MiXBS over others?

• Pricing fit our budget
• Good value for cost

How many teammates from MiXBS were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

MiXBS helped us get that project up and running in record time just 8-10 days. Their main task was to make those outbound calls to the job seekers on our list. They delivered exactly what we needed them to, and even helped us qualify those leads. That was a huge help for us.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

That saved us a lot of time and money. We didn't have to build a team from scratch, hire managers, or dedicate staff. We got everything we needed in just 10 days and were able to focus on what we do best.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The workflow between our team and MiXBS' was well-planned. They had a great onboarding process in place, which helped us communicate clearly and get everyone on the same page. That was especially important at the beginning.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

What really stood out to us about MiXBS was just how professional and flexible their whole team was. They're never satisfied with the status quo and are always looking for ways to improve and push forward. We appreciate that forward-thinking attitude and the way they consistently meet their goals.

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

Of course, there's always room for improvement. But we're really happy with MiXBS' performance.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of EdgeSpace Marketing, LLC

Describe what your company does in a single sentence.

I am CEO and Founder of an Digital Marketing company. EdgeSpace Marketing is a one-stop shop for all of your Digital Marketing needs. Based in the Stamford, CT area, we are here to help you reach the customers your small business needs to succeed.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• One of my projects required full customer service support. The project is a SaaS platform automating usual business routine tasks such as invoicing, CRM and project management tasks. We needed a professional customer support provider to launch a new contact center. We provide customer support via calls, emails, live chat and social media requests. Our goal is to have high level of customer support and cut costs.

SOLUTION

How did you find MiXBS?

Online Search

Why did you select MiXBS over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from MiXBS were assigned to this project?

The team had 10-25 agents.

Describe the scope of work in detail. Please include a summary of key deliverables.

MiXBS built a customer support team of dedicated agents who cover live chat requests, emails and inbound calls. We needed an outbound call center for a short period of time and they were able to provide us with a team on short notice. Now we are supporting 24/7 in English and Spanish languages. In the future we will expand our coverage and support German and French languages too.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We cut the budget we were spending on customer support and actually improved customer satisfaction. The project is still on, we are on the way to reach our goals but so far we are quite happy with the results.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project managers are always in touch; we were notified as soon as there was a problem in our system or if there was something to improve based on customer feedback.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

I like that they adapt to the project requirements. Also they were able to start quickly.

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

We are happy so far.

BACKGROUND

Please describe your company and position.

I am the Founder of DRM-LND

Describe what your company does in a single sentence.

I represent DRM-LND an immersive shopping experience and accessory brand that empowers self-expression as the Founder.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• We hired MiXBS for outbound and inbound calls and order processing. We needed a reliable experienced vendor to provide high level of service to our clients. We wanted to get more customers, improve customer satisfaction and increase sales.

SOLUTION

How did you find MiXBS?

• Online Search
• Referral

Why did you select MiXBS over others?

• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from MiXBS were assigned to this project?

The team consists of 50-80 agents, project managers, trainers and quality assurance experts.

Describe the scope of work in detail. Please include a summary of key deliverables.

Our contact center has 50-80 people depending on the season. They provide full range of services including telemarketing, inbound calls and order processing.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

MiXBS agents make 2,600 calls per day and have a 10% conversion rate to sales. They found an approach to each client and establish contact and increased customer satisfaction.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

After 5 years of our cooperation I can say without any doubt that MiXBS experts do their job perfectly. We are amazed how they are involved in our business. MiXBS team was very flexible and reliable - they always tried to provide the best service and implement the most efficient solutions.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

Besides great service MiXBS provides transparent workflow and communication. They have continuous monitoring and analytics to track project performance and improve workflows as needed.

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

If we see any areas of improvement we discuss it with MiXBS team. They analyze our requests and always implement the ideas and find the best solution.

BACKGROUND

Please describe your company and position.

I am the Founder of SIGNET

Describe what your company does in a single sentence.

Signet is an enterprise provider of digital engagement tools that transform how companies engage with their employees and customers. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?
We used to receive calls from customers, but now we communicate almost exclusively through email. That presented a challenge: finding German Customer Service agents. We were lucky to find MiXBS, who also help with Japanese and English-speaking customers.

SOLUTION

How did you find MiXBS?

Referral

Why did you select MiXBS over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from MiXBS were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

That's where their service package comes in. They provide eight hours of Customer Service per day to our German, English and Japanese customers. In the past, we used Five9 for calls. Our CRM is an internal tool called EmanageCRM. We interact with customers through Zendesk and monitor agent work time with Tymeshift.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

One of the key metrics we track is productivity and CSAT. Compared to other teams, MiXBS's CSAT is lower but that's also because their team is larger. We don't have any issues with DSAT. That's a good sign.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We have a weekly call with MiXBS on Wednesdays. We discuss updates, feedback and any issues they're experiencing with the tools. We also use email and Skype chats to coach agents when needed. If there's something urgent or follow-up is needed, we chat directly.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

What really set MiXBS apart was how easy they were to work with. We've had to let other outsourced teams go in the past. We kept MiXBS because of that.

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

I didn't spot any area for improvement in them.

BACKGROUND

Please describe your company and position.

I am the Business Development Manager of Xquadrone SC

Describe what your company does in a single sentence.

 it services company called Xquadrone.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• We hired MiXBS to improve our customer support.

SOLUTION

How did you find MiXBS?

Referral

Why did you select MiXBS over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from MiXBS were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

MiXBS managed our inbound customer inquiries through live chats and calls in four languages: English, Spanish, German, and French. Their team helped our customers with questions about our two-factor authentication solutions, troubleshooting and general questions to ensure a smooth user experience.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Working with MiXBS we saw a 45% reduction in response times and 30% increase in customer satisfaction scores. The analytics provided by MiXBS allowed us to identify areas for improvement and make strategic changes to continuously improve the service.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

MiXBS managed the project perfectly. Every phase from initiation to execution was spot on. Their responsiveness and flexibility was impressive, they adapted to our needs and challenges quickly. Regular updates and transparent communication kept us informed and confident in the progress.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

Their ability to support in multiple languages without compromising on quality was amazing. Their proactive approach to suggest improvements and innovations to customer experience was great.

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

At this point, everything has been up to our expectations.

BACKGROUND

Please describe your company and position.

I am the Owner of Garnet Educational Services, LLC

Describe what your company does in a single sentence.

Garnet Educational Services is a provider of therapy and educational based services for school districts in PA. Our focus is on creating a more personalized alternative to traditional staffing services by investing in professionals who can provide individualized approaches so that the unique needs of each student can be met.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• We hired MiXBS to open an office for our company in Ukraine and manage it. Our main goal was to open a support and sales office in Kiev under local management.

SOLUTION

How did you find MiXBS?

Online Search

Why did you select MiXBS over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from MiXBS were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The office offered 24/7 support in English, Russian, Arabic, German, Spanish. It also did worldwide sales, focusing on English and Arabic markets and supported our web platform. They hired around 40 people in a short time, trained them and set up a smooth workflow for our clients.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

After we opened the office in Kiev we reduced our customer support costs dramatically and almost doubled sales. Most importantly our clients were super happy with the 24/7 support in multiple languages. Our stakeholders were happy with the office and decided to expand the sales department to attract more clients.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We had a structured workflow, using Trello and our CRM to complete the project and manage operations. They were available 24/7 by phone, email and Skype. Our partners were always available to solve urgent issues.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

They were super flexible. When we gave them an idea they helped us to develop and implement it. We wanted several departments that spoke different languages but they suggested hiring multilingual staff. That saved us time and office maintenance costs.

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

Their management staff are sometimes too perfectionist.

BACKGROUND

Please describe your company and position.

I am the Founder of Coda Labs

Describe what your company does in a single sentence.

Coda Labs builds products that enhance how humans learn and create music.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• We needed product demos; leads to opportunities; close deals; hand over closed deals to an offsite customer success team.

SOLUTION

How did you find MiXBS?

• Online Search
• Referral

Why did you select MiXBS over others?

• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from MiXBS were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We needed a team of closers experienced in software sales to take over the leads we generated and convert them into sales. We needed coverage in European working hours and US east coast hours. The project was mostly in English but we needed one person each for German, French and Spanish.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since it was a sales project, it’s easy to see the positive ROI. MiXBS exceeded the 25% close rate average with deals being closed almost daily.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

I think the workflow was our biggest success. We could work with the team despite being in different time zones, different continents and totally different cultures. The founding team of MiXBS was always available to jump on calls and proactively solve any issues.

What was your primary form of communication with MiXBS?

Email or Messaging App

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

I think the most impressive thing was the go-getter attitude of these guys. In all the time we worked with them, no one from their team ever had a single negative comment. They can handle whatever you throw at them, even if it’s at very short notice.

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

None. They are good.

BACKGROUND

Please describe your company and position.

I am the Founder of G1G

Describe what your company does in a single sentence.

As the founder of G1G (Go One Global Inc), we are a mission-led organization. The mission: make the world safer for travelers by way of technology & social good.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• Heavy expansion in the global insurance market was where we really needed to bring in the best of the best. That meant finding enterprise-level, multi-lingual Lead Generation and Sales Specialists who could help us take our business to the next level. Our main goal was to identify and pitch to a defined list of global insurances in every country. We wanted to make sure we had the right people in place to make that happen.

SOLUTION

How did you find MiXBS?

Online Search

Why did you select MiXBS over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from MiXBS were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We worked with MiXBS to send out a job description and define the exact level of staff we needed. They were able to immediately provide tried and tested staff from their own base. That was a huge relief.

We recruited two highly qualified multi-lingual Sales Executives from MiXBS. They were fully trained, prepared and hit the ground running from day one. We didn't have to waste any time on training or getting them up to speed.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The results of the engagement were exactly what we were looking for. We got a continuous flow of highly qualified leads to conduct demos with. MiXBS staff took care of all the follow-up and contractual paperwork up until closing. That meant we could focus on the high-value tasks for the client.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Our workflow with MiXBS was seamless. We're still working with the staff they provided. Despite the time zone difference (they're based in Kiev), there were never any issues with communication. They're always available, easy to manage and extremely adaptable.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

What really impressed me about MiXBS was the owner's ability to listen to our exact requirements. They understood our environment and the challenges we were facing. That meant they could identify exactly the right people for the job. The owner is always available to deal with any issues or manage expectations. That meant I could concentrate on growing the business with qualified staff without the hassle of having to manage them.

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

Nothing.

BACKGROUND

Please describe your company and position.

I am the Owner of Cherwell Software

Describe what your company does in a single sentence.

I am the owner of Cherwell and we empowers organizations to improve service experiences and automate workflows using data that stretches across contexts and business units.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• We hired MiXBS to build a customer success and customer support team. We grew fast and felt we were not keeping up with our customer requests. So we decided to build a new team with MiXBS.

SOLUTION

How did you find MiXBS?

Referral

Why did you select MiXBS over others?

• Good value for cost
• Referred to me
• Company values aligned

How many teammates from MiXBS were assigned to this project?

15 Agents

Describe the scope of work in detail. Please include a summary of key deliverables.

The customer success team worked with existing clients to ensure they were getting what they paid for. This included health checks, regular check-ins and identifying opportunities to offer more services. The customer support team worked via email, chat and phone to answer questions from existing and new clients. New clients would be directed to our sales team and existing client requests would be handled on the spot.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our customer satisfaction has increased significantly since working with MiXBS. Our existing clients noted faster response times and better overall service. Our client retention has increased greatly.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

A project manager was provided to us as a small added cost that oversaw the entire project. MiXBS did an amazing job with onboarding new agents and handling inbound requests and delivered everything on time. They have become an extension of our business.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

I was impressed how they understood our business and basically hit the ground running from the very first agent we hired through MiXBS. Also I was impressed with the quality of candidates they sent during the staffing phase. Each candidate that came to the interview was exactly what we were looking for. And thanks to their CEO, who joined our monthly calls and was very involved in the whole process to make sure everything was going smoothly.

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

None at the moment.

BACKGROUND

Please describe your company and position.

I am the Director of The Mara Group

Describe what your company does in a single sentence.

The Mara Group is a full service legal search firm based in Manhattan focused on the placement of attorneys at all levels.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• Answering phones was just the beginning. We wanted them to gather information, get the right employee on that call-and enter all that data into our CRM.

SOLUTION

How did you find MiXBS?

Referral

Why did you select MiXBS over others?

Referred to me

How many teammates from MiXBS were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work was pretty straightforward at first. MiXBS would answer our phones after hours and enter the information into our CRM. They did such a great job that they expanded their services to cover all our incoming calls—no matter the hour.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

MiXBS sends us a weekly report on calls logged, and we have access to a dashboard. That helped alleviate the workload of two teammates. We went from missing four or five phone calls a week to zero.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was responsive. While we never spoke with the same person twice, that was a testament to their internal messaging system. The dashboard was easy to use and requests were turned around within two business days.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

Their professionalism-even with difficult clients. They capture exactly the right information for our line of work. They understand what we need.

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

Their turnaround time for requests could be faster. But we would rather have the right result than immediate results.