MiXBS

BACKGROUND

Please describe your company and position.

I am the Founder of BrightSharks Engineering

Describe what your company does in a single sentence.

BrightSharks Engineering Services is a professional staffing organization. The goal is to develop and expand talent pipelines through innovative programs and customized services.

OPPORTUNITY / CHALLENGE

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

• so here’s the deal... we needed someone to handle our phone calls 24/7. we're a small but busy engineering team and just couldn’t keep up with all the calls coming in, especially after hours. that’s where MiXBS came in.

SOLUTION

How did you find MiXBS?

• Online Search
• Referral

Why did you select MiXBS over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• 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.

They set up a system so no call gets missed. their team answers anytime day or night and they send us the messages fast. we also got to customize the way they talk to our clients which really helped keep things on brand. the way they talk feels like it’s still us, just with more hands.

Price-wise, it made sense. we’re not a huge company so we needed something that could scale as we grow. and honestly, they helped us cut down costs cause we didn’t have to hire a whole team for after-hours stuff.

RESULTS & FEEDBACK

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

We’ve only been with them for a few months but already seeing a difference. no more missed calls, no more upset clients, and our own team gets to focus more on real work instead of chasing voicemails.

The team is super responsive. like one time i was struggling with setting up the script and they hit me up first with help before i even asked. really appreciated that.

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

We mostly talk through email or the occasional video call. they’ve been easy to reach and chill to work with.

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?

If i had to pick the best part, i’d say it’s getting actual US-based people answering our calls and still having full control over what’s said. feels professional but not robotic.

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

Honestly don’t have any real complaints right now. maybe later as we keep working together but so far, all good.

BACKGROUND

Please describe your company and position.

I am the CRM lead of Masterclass Media

Describe what your company does in a single sentence.

We provide marketing analysis

OPPORTUNITY / CHALLENGE

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

• CRM

SOLUTION

How did you find MiXBS?

Referral

Why did you select MiXBS over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

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.

Range of services aimed at managing customer relationships effectively, including customer interaction management, CRM software implementation, analysis and reporting, customer retention and satisfaction

RESULTS & FEEDBACK

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

The following scores and rates improved significantly:

CSAT score

First response time and average resolution time

Customer retention rate

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

MiXBS delivered exactly what they promised and agreed to.
We were able to see that they are willing to go the extra mile. Their team pinpointed issues that we didn't pick up and by working on them our metrics improved significantly over the period of several months.

What was your primary form of communication with MiXBS?

Virtual Meeting

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

Their own CRM system is very well-built and cost-effective. 
We were particularly impressed with the analysis and reporting. We never used such sophisticated system before

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

Not really

BACKGROUND

Please describe your company and position.

I am the CEO of Travel Through Trauma

Describe what your company does in a single sentence.

We are a nonprofit organization dedicated to helping underprivileged young adults overcome their traumas and fears through solo world travel, focused therapeutic work, life skills training, and more.

OPPORTUNITY / CHALLENGE

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

• We were getting way too many calls. like more than our small team could handle. we needed help just answering the phones and making sure nobody got missed. the folks calling us are usually going through a lot so we wanted someone who could really listen and pass things along to us quick.

SOLUTION

How did you find MiXBS?

• Online Search
• 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.

MiXBS stepped in and handled our call line for a few of our programs. we gave them info on what each program was about and they used that to talk to people when they called. they took notes on every call and sent it over to us right after so we could follow up. They kept track of how many calls we were getting, which was super helpful.

RESULTS & FEEDBACK

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

It made things so much easier. now we get emails right after every call with all the info we need what the person needs, how to contact them, all that. it helped us get back to people faster. we’ve had more happy clients and more support from the folks who fund us. even got extra funding recently so yeah, it’s working.

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

Really easy to work with. they’re on time, they send stuff quick, and if something’s weird or off they reach out fast. we mostly use email but if we need to get them quick we just call. they’re cool about that. we also use some sheets and stuff to stay organized. their pricing goes by how many calls they get which is fair.

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?

This part really matters the people answering the phones get it. a few of them told us they’ve been in tough spots too. So when someone calls in scared or upset or just not sure what to say… They’re talking to someone who understands. that makes a huge difference for our callers.

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

only thing i’d say is the data reports could be clearer. like we wanted to see where calls were coming from by zip code and that wasn’t super smooth. they’ve got the tools for it, just didn’t seem fully set up yet. not a dealbreaker though.

BACKGROUND

Please describe your company and position.

I am the CEO of The Hope House Foundation

Describe what your company does in a single sentence.

The Hope House Foundation was founded on the principle that no individual or family should experience homelessness. They should have access to housing and other services that they may need.

OPPORTUNITY / CHALLENGE

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

• In March we needed to scale up our calling operation from several hundred calls per day to several thousand calls per day. We were expanding our footprint from California to the entire US and responding to frequent updates to which groups of people were eligible to be vaccinated (which meant frequent updates to our site statuses.) We hired MiXBS to be able to quickly hire and manage the additional callers we needed.

SOLUTION

How did you find MiXBS?

• Online Search
• Referral

Why did you select MiXBS over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• 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 agents work 5 days a week making outbound calls to pharmacies, clinics and other locations that are prioritized in our calling app. They use their own lightweight dialer that they were able to configure to dial out based on our app’s call link. We provided a script, training and QA rubric/guidance. Since we had already done this with internal volunteers and paid agents we were able to reuse processes and training and ramp up MiXBS’s agents quickly. Our script covers whether a given location is vaccinating, which groups are eligible and the process for scheduling appointments. There’s also a process to submit data corrections. Throughout the day MiXBS’s managers/QA review their agents’ work and coach them to achieve truly impressive QA metrics as well as efficiency.

RESULTS & FEEDBACK

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

Their latest calls per hour was 15.3, compared to our target range of 10-15 calls per hour. Their QA accuracy is around 99%. Overall we’ve found them to be motivated, professional and responsive to feedback.

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

We started with an implementation manager, team lead, operations lead and technical lead. This was a good balance of expertise and kept the team small enough to move fast. Now we have weekly check-ins with the customer success lead, team lead and QA and a monthly QA trends meeting.

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’ve been most impressed by their calling out things that are going well, things that are going poorly and risks. Their communication helped us move fast and prevent issues from happening.

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

There is nothing to write about.

BACKGROUND

Please describe your company and position.

I am the Founder of Jurispect

Describe what your company does in a single sentence.

Jurispect is a regulatory intelligence platform that empowers users to monitor the changing regulatory landscape in a single interface.

OPPORTUNITY / CHALLENGE

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

• We needed someone to troubleshoot our system when our clients have issues with the parking software.

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?

2-5 Employees

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

MiXBS handles all the equipment and software; they don’t do any purchasing. If the equipment fails they troubleshoot it remotely, including cameras, gates, scanners, tablets, PCs and credit card readers. They install software on the cameras, PCs and credit card readers.

All the employees work remotely. If the software goes down our clients can call the support line. Then the technicians call the client directly. People think they’re talking to us but are actually talking to MiXBS.

For example a client will call because their gates aren’t opening and they have 1,000 people trying to get out of the parking lot. MiXBS comes in remotely and troubleshoots the gate so it will start working again.

RESULTS & FEEDBACK

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

We request a quota of 25 ticket closures a week and MiXBS always hits or exceeds the quota every week. Overall they’re excellent; they’re great with our clients.

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

They meet deadlines and stay within budget. We work together through Microsoft Teams and are in touch daily through texts. End clients communicate with them through phone calls, WebEx, LogMeIn and other kinds of communication depending on the client.

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?

We’ve been impressed with how they handle clients. They’re patient, professional and polite, and they’re always building relationships with our client base.

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

Most companies change their software. The only thing they could improve is to keep up with the software changes.

BACKGROUND

Please describe your company and position.

I am the Founder of Triangle IP, Inc.

Describe what your company does in a single sentence.

Triangle IP builds idea capture tools aimed at enterprise strategists and innovators. 

OPPORTUNITY / CHALLENGE

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

• Answer incoming calls Filter qualified leads Book discovery calls with qualified leads

SOLUTION

How did you find MiXBS?

They reached out to us.

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?

6-10 Employees

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

Scope of Work: MiXBS

MiXBS manages incoming calls to the firm. Their job is to screen and categorize calls so we can have an efficient workflow. This includes:

• Qualifying potential leads and scheduling discovery calls with the firm.
• Directing active clients to their lawyer for ongoing matters.

This helps us streamline communication and improve client service.

RESULTS & FEEDBACK

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

Metrics:

• Missed Calls: We reduced missed calls from 35% to 2% so we’re much more responsive.
• Availability: The client coordinator can now focus on discovery calls instead of incoming calls. This has led to more revenue as the client coordinator is closing more deals.

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

Strengths:

• Timeliness: Their team is super responsive. The Client Success Manager is professional, flexible and quick to implement feedback. The intake team was fluent, polite, and efficient, and we had great feedback from our active clients.
• Expertise: With experience working with law firms, the team knows legal terminology so our workflow is much smoother.

What was your primary form of communication with MiXBS?

Email or Messaging App

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

Reliability: They’ve been super consistent which we really appreciate. We feel confident in them.Have the client talk to the team.

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

Nothing comes to mind. They did really well.

BACKGROUND

Please describe your company and position.

I am the Founded and CEO of Net Atlantic, Inc.

Describe what your company does in a single sentence.

Net Atlantic: Industry-leading Email Marketing Solutions for Effective Online Communication. 

OPPORTUNITY / CHALLENGE

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

• External support for our in-house professionals to deal with an increase in requests. Offer more communication channels and be available for more hours in the day.

SOLUTION

How did you find MiXBS?

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?

13

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

We were going to expand to new markets and were in need of a support team. We were looking for a provider that would be able to set an optimal price and service quality for us and could scale with us into different countries. With MiXBS, we started out with 4 customer support agents and 1 back-office consultant. We now have 9 customer support agents and 4 back-office consultants. They support our clients via chat, email, and phone in two languages.

RESULTS & FEEDBACK

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

• We are now available by phone and WhatsApp 14 hours, 7 days a week.
• Response time is much faster and customers get answers to their queries in record time.

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

We are in touch with them all the time. We can reach out to them through corporate messenger when we have an urgent matter. Other than that, we keep in touch via email and regular catch-up meetings. They are always very responsive and helpful.

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 add to our support team with the right people who stay for a long time and deliver good results no matter the flow.

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

Nothing I can think of.

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of Zebra Strategies

Describe what your company does in a single sentence.

Zebra Strategy consultants are a mix of classically trained market researchers, advertising agency strategists, and academic researchers. Zebra Strategies was created to address marketing and advertising deficiencies and engage perspectives of differing cultures, ethnicities, and socioeconomic backgrounds.

OPPORTUNITY / CHALLENGE

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

• We were looking to outsource our customer support to a professional team that could handle multiple channels-and languages. We wanted to free up our resources for our top priorities.

SOLUTION

How did you find MiXBS?

Referral

Why did you select MiXBS over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

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.

That's where MiXBS came in. We needed a team that could provide support through chat, email, web form and phone in both English and Japanese. Our coverage was Sunday to Friday, 7 am-3 pm EET. That team would integrate with our CRM system and give us regular reports on performance. A dedicated consultant would handle customer requests, escalating the trickier questions directly to our team. MiXBS would handle quality control and keep us in the loop.

RESULTS & FEEDBACK

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

What really mattered to us was the quality of that support-and the fact that we could focus on our strategic tasks. Our customers were happy with the service they received. We were happy with that.

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

Our project manager was always available to keep us up to speed on progress and answer any questions we had. Communication was quick, professional and proactive from the very start.

What was your primary form of communication with MiXBS?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

We were really impressed by MiXBS' communication style.

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

As for areas where they could improve, we were pretty satisfied with the service we received. There wasn't much to point out.

BACKGROUND

Please describe your company and position.

I am the CEO of Mittleman Eye

Describe what your company does in a single sentence.

Mittleman Eye practices comprehensive eye care. Our emphasis is on providing state-of-the-art evaluation and treatment of all ocular conditions including cataracts and glaucoma. 

OPPORTUNITY / CHALLENGE

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

• We were looking for a professional support provider that could help us answer and resolve customer inquiries as quickly as possible. And that's exactly what we got from MiXBS.

SOLUTION

How did you find MiXBS?

Referral

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?

1 Employee

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

When we realized we needed that kind of support, we started working with them. Right from the start, they assigned us one support consultant to handle our email customer communication. That was just the beginning. Today, we have another consultant working with the Zendesk system to answer emails and also handling some quality assurance and helping us build a knowledge base that really puts our customers first.

RESULTS & FEEDBACK

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

Thanks to MiXBS, we now have a professional support team, QA specialists, a customer-focused knowledge base-and are getting ready to take our customer communication to the next level with app store responses. That's a whole new layer of support we didn't have before we started working with them.

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

MiXBS's project management is top-notch. They deliver what they promise, on time. Our communication is seamless. We really enjoy working with them.

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 stands out about MiXBS is their dedication to helping us reach our goals. Whenever we need them, they're there.

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

As for areas where MiXBS could improve, we just can't think of any. They did everything right.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of American Rescue Associates, Inc.

Describe what your company does in a single sentence.

We deliver end-to-end digital solutions for managing critical health records. Operating at the center of government, industry, nonprofits, and technology, American Rescue Associates makes it possible to obtain, store and transmit critical health records from any smart device.

OPPORTUNITY / CHALLENGE

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

• We hired MiXBS to set up a customer service system for our pilot in Poland. That was the specific goal we were looking to accomplish.

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.

MiXBS guided us through setting up a multi-lingual (Polish and Ukrainian) and multi-channel customer support system from scratch. We were an early-stage startup without a formal customer support system in place. They provided both the technical know-how and the guidance we needed to get there.

RESULTS & FEEDBACK

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

When our app's first users came on board, we had a fully operational customer support system ready. That was the measurable outcome we were looking for-and what we got.

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

Project management was a breeze. MiXBS were great communicators, adaptable to our needs and quick to move. We communicated mostly through virtual meetings and email or messaging apps.

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 us was the interaction with their team. They were pleasant, flexible and patient with us. That's what made working with MiXBS such a pleasure.

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

We were really happy with how everything went. We can't think of any areas where MiXBS could have done things differently.