Veta Virtual

BACKGROUND

Please describe your company and your position there.

I am the office manager of a mission-driven housing authority in Colorado.

OPPORTUNITY / CHALLENGE

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

I hired Veta Virtual to handle the overflow calls of the main front desk when our current staff is busy

SOLUTION

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

I was able to connect with the founder Andy and he explained his services and offerings in an easy-to-understand manner. Their services are much than an answering service, its more virtual reception. His pricing is also competitive in the market.

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

The company answered overflow inbound calls to the office. Their receptionists are professional and provide excellent customer experience to existing and potential clients.

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

I have worked mostly with the founder, Andy. We met virtually several times to discuss our company's needs, and Andy would offer solutions that Veta could provide us. Andy was available via phone and email for any issues that would come up, or questions we had. We felt very confident moving forward with each step of the onboarding process.

RESULTS & FEEDBACK

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

Calls are being answered even when our staff are busy, no callers are left unanswered which increases customer satisfaction. Notes are being sent correctly to our employees so they can triage and spend their time more efficiently.

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

Very easy. I was able to communicate directly with the Veta Virtual team. And all issues identified have been resolved in a timely manner.

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

They were able to fix things quickly and always find new ways on how to improve their service. They were also able to customize the script/instruction to give a more personalized experience for our callers

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

Nothing at the moment

BACKGROUND

Please describe your company and your position there.

I am a partner at Reesink and Black Law, a boutique law firm in Ottawa.

OPPORTUNITY / CHALLENGE

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

I hired Veta Virtual to handle my day-to-day client intakes and communications when I am busy.

SOLUTION

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

I was able to connect with the founder Andy and he explained his services and offerings in an easy-to-understand manner. Their services are much than an answering service, pricing is also competitive in the market.

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

The company answered all of the inbound calls for me. Their receptionists are professional and provide excellent customer experience to existing and potential new clients.

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

I worked with a team of 3-4 receptionists from Andy’s team

RESULTS & FEEDBACK

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

Calls are being answered even when I am busy, no callers are left unanswered which increases the number of businesses I get. While making my firm look more established.

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

Very easy. I was able to communicate directly with the Veta Virtual team. And all issues identified have been resolved in a timely manner.

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

They are able to fix things quickly, and they always find new ways to improve their service. They were also able to customize the script/instruction to give a more personalized experience for my callers

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

Nothing at the moment

BACKGROUND

Please describe your company and your position there.

I'm the owner of several companies involved in buying, selling, and leasing real estate.

OPPORTUNITY / CHALLENGE

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

While we already have a receptionist, we found that we were still missing some calls - which can be very costly if they are prospective clients, and frustrating for existing clients.

SOLUTION

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

Andy and Veta Virtual were recommended to me by a business connection. I had an exploratory call with Andy, after which he promptly sent me written answers (with materials) to some questions I had.

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

Our setup is likely different than others', seeing as I know that Veta often will be the primary responder to all phone calls a company receives. I believe they have the ability to transfer live calls, which is not a feature we use. In our case, calls ring in our office twice, and if they are not answered by my staff, the call rolls over to Veta Virtual's staff to answer. Within a minute of Veta taking a call for us, we receive an email with the name of the Veta operator who took the call, the name and contact information of the caller, and a description of the caller's need.

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

Andy is my direct contact at Veta Virtual, and he responds promptly to emails, and takes me calls, too!

RESULTS & FEEDBACK

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

I'm now comfortable that calls are not falling through the cracks, and existing clients have mentioned to me that they like that they never hit a voicemail system anymore.

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

They're very responsive.

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

This has all been covered with my previous answers.

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

No, they're great.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of a home care agency that provides private care in the homes of the elderly and people who need assistance with their day-to-day lives. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Veta Virtual?

We needed someone to manage our inbound phone calls.

SOLUTION

What was the scope of their involvement?

Veta Virtual is answering our phone calls. They ask callers a series of questions based on a script that we’ve come up with their team. From there, they forward callers to the right person in our organization following a chart that we’ve provided. Sometimes, they just take messages so our team can call back at an appropriate time.

What is the team composition?

I’ve worked with their founder and their call center resources. 

How did you come to work with Veta Virtual?

I met Veta Virtual’s founder at a networking event. We liked that they had the same people answering our calls, so we hired them.

How much have you invested with them?

We’ve spent around $8,000.

What is the status of this engagement?

We’ve been working together since July 2021, and our partnership is ongoing. 

RESULTS & FEEDBACK

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

Thanks to Veta Virtual, our team has saved time because we no longer have to answer the phone. They are knowledgeable about our business, allowing them to be successful in helping us manage our inbound call flow. We’ve had a positive experience working with their team.

How did Veta Virtual perform from a project management standpoint?

Veta Virtual’s integration process has been simple. We communicate over the phone. 

What did you find most impressive about them?

Veta Virtual provides more company-specific customization compared to their competitors.

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

Give Veta Virtual as much relevant information about your business as possible so that they can have the details necessary to be successful. 

BACKGROUND

Please describe your company and your position there.

I'm the founding director and lawyer at Sukh Law. We provide legal advise and representation in the areas of real estate and business law.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual Receptionist, and what were your goals??

We receive calls from our clients and potential leads throughout the day and our goal was to hire Veta Virtual to help streamline the process and ensure better communication, responsiveness and ultimate client satisaction.

SOLUTION

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

We searched for virtual receptionist services online and narrowed down our options to 2 companies. After a month long trial with both Veta Virtual and the other competitor company, we found Veta Virtual's ability to personalize the customer/client experience much superior to its competitor. Veta Virtual keeps a record of all the callers and follows the set of questions and responses far superiorly to its competitor.

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

They provide receptionist coverage 9 am to 7 pm EST and follow the mutually decided workflow with great consistency. They provide email notifications after attending to calls and also take the time to classify the calls, i.e. hot lead, requires answer, etc. so it is easily visible in the notification subject lines. Other than that, a client portal is also offered which allows to keep a track of the call log and billed minutes.

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

We have worked directly with the Founder, Andy Fang and he has been great to deal with thus far. Responsive, kind and quick to understand our company's goals and objectives.

RESULTS & FEEDBACK

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

We've increased efficiency and time savings.

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

If any changes are requested from our side, the change is usually implemented within an hour.

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

Veta Virtual Receptionist's enthusiasm in tailoring to meet our company's requirements and demands are impressive.

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

No complaints with their service.

BACKGROUND

Please describe your company and your position there.

Im the CEO of a business consulting company looking to expand my capacity for service types

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual Receptionist, and what were your goals??

We are expanding our services and hired Veta Virtual to help capture all the leads and help convert them into customers

SOLUTION

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

I selected this vendor based on positive reviews from colleagues, vetting their business model, and having a positive experience with the CEO of Veta Virtual

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

They provide sales support and were able to capture all leads whether they came after hours during the week or over the weekend. I was able to expand my capacity and grow my business. I learned new approaches to the sales cycle and was able to grow my business

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

I worked directly with Andy, who was extremely communicative, responsive, and helpful for all questions and concerns. We problem solved and worked through issues efficiently.

RESULTS & FEEDBACK

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

Veta Virtual is a great program and it met all my expectations for a virtual assistant support business.

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

We spoke weekly and can reliably get responses over slack or email. I felt confident to get all the support I needed.

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

Their desire to expand and support their clients in new and productive ways, from just virtual answering services all the way through being the outsourced sales department and supporting clients for the entire sales cycle.

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

They are excellent to work with and responsive in all ways necessary.

BACKGROUND

Please describe your company and your position there.

I am the owner of CPA firm as well as Mental Health clinic

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual Receptionist, and what were your goals??

We receive calls all day for both my CPA and Mental Health Practice, including after business hours. For mental health clinic, the nature of call can be very urgent which will need a prompt response to transfer to therapist right away. VetaVirtual help us take calls after we close for the day. Our call is to make sure we are very responsive to our client for mental health clinic as well as take on leads for CPA firm

SOLUTION

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

I was with one virtual receptionist firm. However, I did not like how any agent will pick up our call. It was important we had dedicated agent to our firm so they are familiar with our firm and clinic, customer base as well as how to respond to them. VetaVirtual allocation of 5 agents to our firm/clinic

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

VetaVirtual has a monthly fee which is based on minutes. We determined we needed more minutes for our mental health clinic so bought the highest package. I don't need to test calls as Veta Virtual Receptionist has always picked up my phone after six rings. 

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

I worked with owner of VetaVirtual Andy Fang

RESULTS & FEEDBACK

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

The # 1 patient complain was being unable to reach a therapist. That being said, that complain is no longer.

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

we can request they call client to follow up on appointment. This was very key and very ahhpy with the output

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

The call back service and transfer call system.

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

None I can think of

BACKGROUND

Please describe your company and your position there.

I run an overseas staffing company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual Receptionist?

Our staffing company is located in Eastern Europe but we needed support for our American and Canadian clients. Veta was a perfect fit because they are Canadian-based and also has Canadian and US clients.

SOLUTION

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

I’m extremely familiar with call centers as I used to own one myself, so I was very particular and came armed with questions. The person I talked with, Andy, was super knowledgeable, super sharp and won over my confidence which isn’t easy.

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

The team at Veta answers calls, assists callers with simple questions and schedules consultations with potential leads while being my gatekeeper for callers that aren’t valuable to our company.

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

We worked with a team of 5-6 agents handling our call answering needs.

RESULTS & FEEDBACK

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

I was a bit diligent at first to make sure veta would do what they said they were going to do, and they came through and made the transition as smooth as I can ask for. After two weeks I was sure I was in good hands and we will continue to use them. In fact, some of our prospects and current clients remark about how awesome the agents were.

How effective was the workflow between your team and theirs?

Effortless. Veta is quick to reach and communicate with. Had zero friction.

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

They run a rock-solid operation over there. Sometimes having a remote solution for your business (instead of in-house talent) can be scary but Veta Virtual Receptionist come through for us and has made our lives easier.

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

None.

BACKGROUND

Please describe your company and your position there.

I am the founder of Gizmo Sharks, a digital marketing agency that focuses on online advertising and web design.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual Receptionist?

I hired Veta Virtual to handle my day-to-day client follow ups and appointment booking for new leads.

SOLUTION

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

First, it was the price. Veta Virtual was able to match a competitive offer plus more features. However, after using, I saw positive impacts and decided to sigh a contract for 1 more year.

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

The company answered 80% of the new calls and booked meetings and new appointments. Their receptionists are well trained and provided excellent communication to existing and potential new clients.

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

I worked with 1 virtual receptionist and her name was Lisa. She was great at communication and easy to work with and train.

RESULTS & FEEDBACK

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

With my old virtual receptionists, I found the problem of lack of passion and detail-to-attention. Things were getting missed out and I was not happy with that. With Veta, we had a step-by-step plan and process on how to answer calls properly. My engagement rate increased by 30% in just a month.

How effective was the workflow between your team and theirs?

Very easy. We had bi-weekly checkups to see if go over brief results. When we find problems, we fix it right away.

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

They were able to fix things quickly and always finding new solutions. Instead of just reading off a script, they helped us pinpoint problems as well from calls.

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

The only area that could be improved is the NEW language. I cannot use them for my Chinese clients because they didn't have a Chinese receptionist. However, They will be hiring multi-lingual receptionists soon.

BACKGROUND

Please describe your company and your position there.

I was an engagement manager for a pro-bono consulting firm. We worked with clients who are non-profit or charity organizations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual Receptionist?

Our organization had taken on a few different clients and with several team members working remote in different time zones, we needed someone to help coordinate client meetings and team meetings.

SOLUTION

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

I had heard from colleagues about Vera Virtual and how easy it was to integrate them into their workflow, so I decided to try it out. They were so gracious with giving us a free trial and were so patient throughout the onboarding process. They were also so responsive with any troubleshooting. The service costs were very affordable.

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

Veta Virtual helped us coordinate a central line where clients and team members could call in to schedule meetings. They helped us integrate a scheduling system using Google calendar into our workflow.

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

Our main point of contact was mostly with the CEO for any inquiries and troubleshooting. There was also a team of receptionists that handled the day to day execution of the service.

RESULTS & FEEDBACK

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

Veta Virtual helped us coordinate meetings very efficiently and gave us more time to focus on our client projects rather than being wasted on admin work. We were able to meet with our clients regularly and without delay, allowing us to complete projects within our proposed timelines.

How effective was the workflow between your team and theirs?

We had a frequent touchpoint early on for the onboarding process and a few more throughout the project. They were very responsive with any inquiries or concerns, often within 24 hrs.

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

They were able to provide excellent and quality customer service that resolved my issues firsthand. I’m extremely satisfied with Veta Virtual. They also make the integration of their service very approachable with step-by-step guides.

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

While all our meeting planning was done perfectly and with no problems, it seems that our calls were not handled by the same receptionists every time. Perhaps having dedicated receptionists to each account/project can be helpful, so that they are more aware of each client's needs and practices.