Patient zero. That’s how we describe ourselves. And, if it weren’t that we see ourselves as being our own customer, and a perfect example of how we help businesses grow, our history would simply be irrelevant. I mean, why would you care about how we started otherwise?
Starting at the beginning: Winter 2014.
Our CEO, Mark Young, was offering operations consulting for a Detroit-based advertising agency. The agency had long been in the business of direct response marketing and had struggled for many years to find a call center partner which was able to accommodate the unique needs of direct-to-consumer marketers. At the time, the agency was working with a new client which was about to launch a national television campaign. The client had already experienced some early success on radio, but the volume was about to explode.
Who was the client? The Willow Curve: a “technocuetical,” red light therapy medical device which was revolutionizing joint pain relief.
Acting as the liaison between the agency and the client, Young helped to select a call center which promised to handle the expected volume of the new television campaign – two different call centers, in fact. The campaign was a huge success, but so much opportunity was left on the table, as the call center was not able to produce the results they promised. Close rates suffered. Abandoned rates soared. Despite multiple attempts to resolve the issues, they simply couldn’t produce as they promised.
The primary concerns from the client:
* Drop rate was too high (sometimes over 50%).
* Close rate was too low (was only at 6% on a minimum goal of 10%).
* The foreign accents were too hard to understand (many off-shore agents).
* Hours of operations were too restricted (ending at 11:00pm EST).
* Communication with in-house customer service was strained.
In a moment of frustration (and anger, if the truth be told), the need to resolve these issues became personal. And, thus, e-Concierge Solutions began. Conversions drastically increased. Abandonment rates plummeted. And then the fun began.
The deck was stacked against us. We were selling a high-priced medical device to an audience which was overwhelmingly senior citizens. The device was not covered by Medicare, or any other insurance, and the audience was typically not even internet-savvy. It was a perfect storm for failure. Then the company fell two months behind on manufacturing, causing the selling to slow even more, as they battled a social media nightmare. Forging through the challenges, which seemed to never end, we continued forward. And what was noticed most: Although internet sales faltered, telephone sales remained consistent.
Our brand new business and its freshman staff had proven that good service can overcome even the most difficult of situations. We acted with concierge-level service, and it worked. We won.
What next then?
In the wake of creating a custom solution for an individual client, a business model had evolved which was able to span multiple industries. Organically, we began to grow, welcoming clients from various other industries and proving to be effective in each. We began increasing our reach, as well as our depth, even utilizing our own team of outbound telemarketers to develop leads for our own business.
And it worked.
Today, we pride ourselves on being one of the industry’s premiere partners for ecommerce businesses, large and small, providing that same concierge-level service which has become ingrained in our culture. We work in various industries, including: direct-to-consumer marketing, business-to-business services, lead generation, outbound calling, asynchronous chat services, travel, and other consumer packaged goods – but we are, above all other things, a turnkey solution for ecommerce brands.
Our greatest point of pride: 100% of our agents are all located on American soil. We’re proud to be creating American jobs.
Patritoic and proud. We’re just that good.
Sales focused campaigns | At E-concierge we aim to improve your sales. It’s what we do and who we are. Our agents are trained to understand sales, while providing top of the line customer service. We don’t simply take orders from your customers, we are always finding ways to increase conversions and drive ROI.
Partner, not vendor | One of the primary commitments we make to all of our business partners is to actually partner with your organization to custom-craft the solutions which drive the highest performance for the most minimal investment. We want to work with you, not just for you.
US-based agents | You ask what our favorite feature is about ourselves? Well, its our agent team. They are all based in the United states. And, we recruit, in many cases, people from neglected hiring pools (physically disabled, military families, stay at home moms…)
Inbox / Contact Management | Our state-of-the-art ticketing system can synchronize to your customer service email address, allowing our team to respond to customers regarding their emailed concerns and keeping a full log of all communications and time stamps. Escalated concerns are automatically forwarded to designated people on your team, as necessary.
Specialists in our fields | Likely, one of the greatest strengths in e-concierge is that the management team comes from outside the telecom industry. We have partnered together in this space from backgrounds in various specialty fields (advertising, sales, information technology) and applied it to this industry. It is just smart.
Proven track record | There isn’t another company in our space which can claim was an ims and Jordan Whitney top of 10 within their first year in operations. We go big. We launched one of the premier products in 2015 and plan on using that experience and expertise to duplicate that resukt for all clients.